Freshdesk vs HubSpot Service Hub
Freshdesk and HubSpot Service Hub, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Freshdesk
Omnichannel customer service platform with built-in AI.
Best for SMB to enterprise ticketing; strong for ecommerce.
2010 · San Mateo, USA
HubSpot Service Hub
AI-powered omnichannel customer service platform for scaling support and retention.
Best for Growing SMB to mid-market teams wanting unified CRM and service without a separate helpdesk.
2006 · Cambridge, MA, USA.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- FreshdeskPer agent/month. AI billed separately.
- HubSpot Service HubPer seat/mo (annual commitment for Pro and Enterprise).(3rd-party)source
- Free plan
- FreshdeskFree tier for up to 2 agents
- HubSpot Service HubYes. Contact management, basic ticketing, team email, live chat (with HubSpot branding).
- Free trial / guarantee
- Freshdesk14 days, no card
- HubSpot Service Hub14 days for paid tiers; Customer Agent 28-day trial.
- Price
- Freshdesk$19/agent/mo (Growth); $29 Omni · $55/agent/mo (Pro); $79 Omni · $89/agent/mo (Enterprise); $119 Omni
- HubSpot Service HubStarter $15/seat/mo (monthly); promo ~$9 noted. · Professional $100/seat/mo (annual required). · Enterprise $150/seat/mo (annual required).(3rd-party)source
- Seat minimum
- FreshdeskNone stated
- HubSpot Service HubEnterprise 10 seats minimum; none disclosed for Starter and Pro.(3rd-party)source
- Unlimited agents
- FreshdeskNo. Priced per agent.
- HubSpot Service HubNo. Priced per seat.
- Implementation fee
- FreshdeskNot disclosed
- HubSpot Service HubPro $1,500 one-time onboarding (mandatory unless via partner); Enterprise $3,500.(3rd-party)source
- Transparency
- FreshdeskHigh for plans; services not disclosed
- HubSpot Service HubPricing page did not render full content; third-party sources are consistent.
Channels
Where each tool can talk to customers.
- FreshdeskNative
- HubSpot Service HubNative
- Live chat
- FreshdeskNative (Freshchat, Omni plans)
- HubSpot Service HubNative
- In-app messenger
- FreshdeskNative (Freshchat widget)(claimed)source
- HubSpot Service HubNative (chatflows).
- Voice
- FreshdeskAdd-on (Freshcaller, a separate product)
- HubSpot Service HubNative (browser VoIP via Twilio; limited IVR, advanced needs integration).(3rd-party)source
- SMS
- FreshdeskVia integration (Twilio and others)
- HubSpot Service HubAdd-on (native SMS paid add-on; Service teams via Sakari and others).
- FreshdeskNative on Omni; integration otherwise
- HubSpot Service HubNative (Pro and Enterprise; Meta verification).
- Social
- FreshdeskNative (Facebook, Instagram, X)
- HubSpot Service HubVia integration (Facebook Messenger native; others via apps).
- Unified inbox
- FreshdeskNative (Omni plans)(claimed)source
- HubSpot Service HubNative (Conversations Inbox).
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- FreshdeskAdd-on. Freshcaller is a separate product.
- HubSpot Service HubNative browser VoIP (Twilio); lacks advanced IVR and routing natively. Most add Aircall, Dialpad, or CloudTalk.(3rd-party)source
- Voice AI / transcription
- FreshdeskYes. Transcription and summaries (via Freshcaller).
- HubSpot Service HubYes. Auto transcription, AI call summaries, and sentiment, native.(claimed)source
- Telephony billed separately
- FreshdeskYes. Freshcaller is billed separately.
- HubSpot Service HubNative minutes limited by tier; advanced telephony integrations billed by vendor.(3rd-party)source
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- FreshdeskYes. Freddy AI Agent resolves tickets end to end.(claimed)source
- HubSpot Service HubYes. Breeze Customer Agent resolves inquiries 24/7 and escalates complex ones.(claimed)source
- Copilot / Assist mode
- FreshdeskYes. Freddy Copilot drafts replies, summarizes, and translates.(claimed)source
- HubSpot Service HubYes. Breeze Copilot does reply drafts, summaries, KB suggestions, and call analysis on all tiers.(claimed)source
- Claimed automation rate
- FreshdeskUp to 80% of queries(claimed)source
- HubSpot Service HubUp to 70% of conversations resolved automatically.(claimed)source
- AI channel coverage
- FreshdeskEmail, chat, WhatsApp, Facebook, Instagram(claimed)source
- HubSpot Service HubEmail and live chat (Customer Agent). WhatsApp, SMS, and voice not confirmed as autonomous.(claimed)source
- Agentic actions (API) vs answer-only
- FreshdeskTakes actions like refunds and order updates(claimed)source
- HubSpot Service HubNot disclosed. Breeze handles answering and routing; outbound API actions (e.g. refunds) not documented.
- Knowledge sources
- FreshdeskHelp articles, web pages, uploaded files, custom Q&A. Not past tickets.
- HubSpot Service HubCRM data, KB articles, closed ticket history, conversations, and web data.
- Underlying model
- FreshdeskAzure OpenAI (GPT-3.5 and GPT-4)
- HubSpot Service HubMultiple third-party LLMs (OpenAI GPT, Anthropic Claude); not named on HubSpot's own pages.(3rd-party)source
- Trains on past tickets
- FreshdeskNo. On the roadmap.
- HubSpot Service HubKB Agent generates drafts from resolved tickets. Providers contractually barred from training on customer data.
- Pre-deploy simulation / sandbox
- FreshdeskNot disclosed
- HubSpot Service HubNot disclosed
- Multilingual
- FreshdeskYes. 60+ languages.(claimed)source
- HubSpot Service HubYes. KB in dozens of languages; Breeze UI in 6 languages.(claimed)source
- Runs on your existing helpdesk vs native-only
- FreshdeskNative to Freshdesk only
- HubSpot Service HubNative only. Runs in HubSpot Service Hub.
- AI pricing model
- FreshdeskPer session for the AI Agent (a 72-hour window). Copilot is a per-agent add-on.
- HubSpot Service HubOutcome-based credits (Apr 2026): 50 credits per resolved conversation ($0.50). Copilot free on all tiers. Monthly credits per tier; overage $0.01/credit.
- AI unit price
- FreshdeskFirst 500 sessions free, then $49 per 100
- HubSpot Service Hub$0.50 per resolved conversation. Customer Agent on Pro and Enterprise only.
How Open.cx compares
Open.cx runs on top of Freshdesk or HubSpot Service Hubas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- FreshdeskYes. SOC 2 Type II.
- HubSpot Service HubSOC 2 Type II (no NDA); SOC 3 also.
- GDPR
- FreshdeskYes. EU-US DPF certified.
- HubSpot Service HubYes. DPA, deletion, consent tracking, cookie banners.
- HIPAA / PCI
- FreshdeskYes. BAA, on Enterprise.
- HubSpot Service HubEnterprise tier only, with signed BAA.(3rd-party)source
- SSO / SAML
- FreshdeskYes. SAML SSO.
- HubSpot Service HubSAML SSO (Okta, Azure AD, OneLogin) and SCIM via Okta. Which tiers include it is unclear.
- Data residency
- FreshdeskYes. US, EU, UAE, India, Australia.
- HubSpot Service HubUS (default), EU (Frankfurt), Canada, and Australia; paid plans can migrate.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Freshdesk1,000+ apps in the marketplace
- HubSpot Service Hub2,000+ apps.(3rd-party)source
- Shopify depth
- FreshdeskFree Shopify app. Orders, refunds, cancellations, multi-store.
- HubSpot Service HubNative data-sync (contacts, companies, products bidirectional; orders Shopify to HubSpot only). Does not natively connect to Service ticket workflows.
- Open / public API
- FreshdeskYes. REST API.
- HubSpot Service HubYes. Public REST API (date-versioned); OAuth and Private App tokens; webhooks.
- Developer SDK / MCP
- FreshdeskYes. Serverless SDK.
- HubSpot Service HubOfficial SDKs for Node.js, TypeScript, PHP, and .NET.(3rd-party)source
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- FreshdeskYes. Low-code rule builder.
- HubSpot Service HubYes. Visual builder; Pro up to 300 workflows; Enterprise up to 1,000.(3rd-party)source
- Triggers / automations
- FreshdeskYes. Time and event triggers.
- HubSpot Service HubYes. Ticket changes, SLA breach, CSAT/NPS, conversation events, forms, and dates.
- Routing
- FreshdeskYes. Skill-based, round-robin, load-balanced.
- HubSpot Service HubSmart routing with capacity (Pro+); skill-based (Enterprise); round-robin, territory, and VIP.(claimed)source
- Macros / canned responses
- FreshdeskYes. Canned responses and templates.
- HubSpot Service HubYes. Support macros and canned responses for live chat.
- SLA management
- FreshdeskYes. Multiple SLA policies.
- HubSpot Service HubYes. Conditional SLAs with custom goals (Enterprise); pause/resume; basic SLA at Pro.
Collaboration
How support teams work a queue together.
- Internal notes
- FreshdeskYes
- HubSpot Service HubYes. Private comments on tickets.
- Collision detection
- FreshdeskYes (Growth+). $5/agent/mo add-on.
- HubSpot Service HubYes. Alerts when two agents are on the same conversation.(3rd-party)source
- Side conversations
- FreshdeskYes. Threads, plus external collaborators on Pro+.
- HubSpot Service HubYes. @Mention teammates in internal notes.(3rd-party)source
- Shared inbox
- FreshdeskYes
- HubSpot Service HubYes. Conversations Inbox.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- FreshdeskYes. Multilingual.
- HubSpot Service HubYes. Pro and Enterprise only; multi-language, SEO, analytics.
- Help center
- FreshdeskYes. Customer portal.
- HubSpot Service HubYes. Customer-facing KB.
- Community forum
- FreshdeskYes
- HubSpot Service HubNot offered natively.
- AI answers from knowledge base
- FreshdeskYes. Freddy suggests and writes articles.(claimed)source
- HubSpot Service HubYes. Breeze KB Agent generates drafts from tickets; Customer Agent surfaces articles (Pro and Enterprise).
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- FreshdeskYes. Prebuilt and custom.
- HubSpot Service HubYes. Pre-built; custom dashboards (Enterprise).
- Custom reports
- FreshdeskYes. Custom reports.
- HubSpot Service HubYes. Filterable custom reports (Pro+); Enterprise advanced.
- Included in lowest tier
- FreshdeskPrebuilt from Free; custom from Pro.
- HubSpot Service HubFree and Starter: basic ticket reports; advanced at Pro+.
- CSAT surveys
- FreshdeskYes. CSAT plus AI impact metrics.
- HubSpot Service HubYes. CSAT, NPS, and custom surveys (Pro and Enterprise; not Starter or Free).
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- Freshdesk5 paid onboarding tiers, plus advisory.
- HubSpot Service HubHubSpot Direct Onboarding (coaching, mandatory Pro $1,500 / Enterprise $3,500); partner-led; Advanced Onboarding.
- Support channels
- Freshdesk24/7 email; 24/5 phone and chat(claimed)source
- HubSpot Service HubFree and Starter: community, email, chat; Pro and Enterprise add phone.(3rd-party)source
- Dedicated CSM
- FreshdeskOn Enterprise/Premium.
- HubSpot Service HubEnterprise (beta) via Premium Support add-on: TAM, 1-hr email SLA.
- Implementation partners
- FreshdeskYes. Solution partner program.
- HubSpot Service Hub6,000+ Solutions Partners globally.(3rd-party)source