--- title: "HubSpot Service Hub: customer service on the same platform as sales and marketing" description: What is HubSpot Service Hub? Ticketing, inbox, knowledge base, customer portal, customer satisfaction and Customer Agent, and when it pays to bring customer service into HubSpot. image: https://leadlabs.se/hubfs/Blog/hubspot-service-hub.jpg --- [Skip to content](https://leadlabs.se/en/insights/hubspot-service-hub#main-content) - [English](https://leadlabs.se/en/insights/hubspot-service-hub) - [Swedish](https://leadlabs.se/insikter/hubspot-service-hub) English Show submenu for translations [![Leadlabs](https://leadlabs.se/hs-fs/hubfs/leadlabs-primary-black.png?width=199&height=36&name=leadlabs-primary-black.png)](https://leadlabs.se/en?hsLang=en) - [Services](https://leadlabs.se/en/services) - [Articles](https://leadlabs.se/en/insights) - [About Us](https://leadlabs.se/en/about-us) - [Contact](https://leadlabs.se/en/contact-us) Open main navigation Close main navigation - [Services](https://leadlabs.se/en/services) - [Articles](https://leadlabs.se/en/insights) - [About Us](https://leadlabs.se/en/about-us) - [Contact](https://leadlabs.se/en/contact-us) - - [English](https://leadlabs.se/en/insights/hubspot-service-hub) - [Swedish](https://leadlabs.se/insikter/hubspot-service-hub) English Show submenu for translations - [Book Meeting](https://leadlabs.se/en/contact-us) [Book Meeting](https://leadlabs.se/en/contact-us?hsLang=en) [All posts](https://leadlabs.se/en/insights/all) October 18, 2026 # HubSpot Service Hub: customer service on the same platform as sales and marketing ![Picture of Emelie](https://app.hubspot.com/settings/avatar/a7bfbbcaf0bc52ffebec008d63b2902f) By  [Emelie](https://leadlabs.se/en/insights/author/emelie)  ·  2 minute read ![Headset in front of a computer in an office](https://leadlabs.se/hs-fs/hubfs/Blog/hubspot-service-hub.jpg?width=1600&height=900&name=hubspot-service-hub.jpg) Many companies have marketing and sales in HubSpot but customer service in a completely different system. That means the rep does not see that the customer has three open tickets, and support does not know an upgrade is on the way. Service Hub solves this by putting customer service on the same platform. **In short:** HubSpot Service Hub is HubSpot's tool for customer service and customer success. It includes ticketing, a shared inbox for email and chat, knowledge base, customer portal, customer satisfaction surveys and Customer Agent for AI driven support. The biggest advantage is that all customer communication lives in the same CRM that sales and marketing use. **New pricing model:** Since October 2026, Service Hub is no longer sold as a separate product to new customers in Europe. The customer service features are included in the edition you choose (Starter, Professional or Enterprise), and you pay per seat. Existing customers keep their Service Hub subscriptions for now. ## What is included in Service Hub? - **Ticketing** with pipelines, priority, SLAs and automatic routing. - **Help desk inbox** where email, chat, forms and other channels come together. - **Knowledge base** with articles customers can search themselves. - **Customer portal** where customers see their tickets. - **Customer satisfaction** with surveys such as NPS, CSAT and CES. - **Customer Agent**, an AI agent that answers questions from your knowledge base and hands over to a person when needed. - **Reports** on response times, volumes and satisfaction. ## Why bring customer service into HubSpot? 1. **One view of the customer.** Sales, marketing and support see the same history. 2. **Better upselling.** Happy customers can be flagged for the account manager, and unhappy ones can be caught before they cancel. 3. **Smarter marketing.** You avoid sending campaigns to customers with an unresolved ticket. 4. **AI that answers correctly.** Customer Agent uses the same knowledge base and CRM data as the team. ## Starter, Professional or Enterprise? **Starter** gives basic ticketing and a shared inbox. **Professional** adds knowledge base, customer portal, surveys, SLAs, automation and more advanced reporting. **Enterprise** suits larger support organizations that need advanced permissions and several teams. ## How to get started 1. **Map your channels**: email, chat, phone and forms. 2. **Set up a ticket pipeline** with clear statuses. 3. **Decide on routing**: who should get which tickets? 4. **Write the ten most common answers** as knowledge base articles. Read more in [knowledge base and customer portal in HubSpot](https://leadlabs.se/en/insights/knowledge-base-customer-portal-hubspot?hsLang=en). 5. **Measure satisfaction** after closed tickets and follow up low scores. ## Frequently asked questions about HubSpot Service Hub ### What is HubSpot Service Hub? Service Hub is HubSpot's software for customer service and customer success, with ticketing, a shared inbox, knowledge base, customer portal, satisfaction surveys and the AI agent Customer Agent. ### Can Service Hub replace Zendesk or Freshdesk? For many B2B companies, yes. The advantage of Service Hub is that tickets and customer history live in the same CRM sales and marketing use. Companies with very large support volumes should compare features carefully. ### What is Customer Agent in HubSpot? Customer Agent is HubSpot's AI agent for customer service. It answers customers' questions from the knowledge base and other source data and hands over to a person when the question requires it. ### Does everyone in customer service need a paid seat? Those who work with tickets and the inbox need a paid seat. Others can often view tickets with free view access. ### How do you measure customer satisfaction in HubSpot? With NPS, CSAT and CES surveys that can be sent automatically, for example when a ticket is closed. The results are saved on the contact and can be used in reports and workflows. ## Summary Service Hub gives customer service the same view of the customer that sales and marketing have. That makes support faster, upselling easier and the AI features more accurate. Thinking about moving customer service to HubSpot? Get in touch with LeadLabs and we will look at your setup. ## Read also - [Knowledge base and customer portal in HubSpot](https://leadlabs.se/en/insights/knowledge-base-customer-portal-hubspot?hsLang=en) - [Live chat and chatbots in HubSpot](https://leadlabs.se/en/insights/live-chat-chatbot-hubspot?hsLang=en) - [AI agents in HubSpot](https://leadlabs.se/en/insights/ai-agents-in-hubspot?hsLang=en) Share: [facebook-f icon](http://www.facebook.com/share.php?u=https://leadlabs.se/en/insights/hubspot-service-hub) [linkedin-in icon](http://www.linkedin.com/shareArticle?mini=true&url=https://leadlabs.se/en/insights/hubspot-service-hub) [twitter icon](https://twitter.com/intent/tweet?url=https://leadlabs.se/en/insights/hubspot-service-hub) [pinterest-p icon](http://pinterest.com/pin/create/link/?url=https://leadlabs.se/en/insights/hubspot-service-hub) [envelope icon](mailto:?body=https://leadlabs.se/en/insights/hubspot-service-hub) {{ footer\_js() }} {{ js\_integration\_body\_end() }} ```json { "@context" : "http://schema.org", "@type" : "Article", "author" : { "@type" : "Person", "name" : [ "Emelie" ], "url" : "https://leadlabs.se/en/insights/author/emelie" }, "datePublished" : "2026-10-18T07:00:00+0000", "description" : "What is HubSpot Service Hub? 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