What does it cost to add a knowledge base and customer portal in HubSpot Service Hub?

Summary

What the free help desk already does

HubSpot's free tools cover up to two users. The help desk page describes the free tier as "essential ticketing, shared inbox, live chat, and basic integrations," which is enough for a small team that just needs every request logged with an owner and a status.

Starter is $7 a seat per month billed annually, or $10 billed monthly. Those are promotional prices for new customers, offered for a limited time, and the pricing page shows the regular $20 struck through next to them. It does not say what the renewal price will be. For that money you get 500 calling minutes a month, one HubSpot phone number, service analytics, and live chat without HubSpot branding.

The Professional line

Here is where the features in the question sit, according to the plan comparison on the pricing page:

Scroll sideways to see every column.

Private knowledge base access and the portal share one pool of access groups: two on Professional and 100 on Enterprise. HubSpot's knowledge base page states plainly that the feature "is not available in the free or Starter editions."

Year-one cost for four agents

All four agents get a seat. US dollars, before tax:

• Starter, annual promo rate: $7 × 4 × 12 = $336
• Professional, annual: $90 × 4 × 12 = $4,320, plus $1,500 onboarding = $5,820
• Professional, paid monthly: $100 × 4 × 12 = $4,800, plus $1,500 = $6,300
• Enterprise: $150 × 4 × 12 = $7,200, plus $3,500 onboarding = $10,700

Paying Professional monthly does not shorten the contract. The pricing page labels that option "Commit annually," so you are still in for a year. In year two the onboarding fee drops off and annual Professional falls to $4,320. Our piece on why list price times twelve undershoots a software budget walks through the same gap for other tools.

How the AI agent is metered

The Customer agent, which answers support conversations on its own, is included from Professional up but runs on HubSpot Credits. HubSpot's rate sheet charges 50 credits for each text conversation it resolves. Professional comes with 3,000 credits a month, so if nothing else draws on them, that covers 60 resolved conversations.

Credits reset every month and unused ones expire. More capacity costs $10 per 1,000 credits, which works out to 50 cents per resolved conversation. If you have only the included credits and run out, features that use credits pause until the next reset.

Sources

• https://www.hubspot.com/pricing/service
• https://www.hubspot.com/products/service/help-desk
• https://www.hubspot.com/products/service/knowledge-base
• https://www.hubspot.com/products/service/customer-portal
• https://legal.hubspot.com/hubspot-product-and-services-catalog
• https://knowledge.hubspot.com/account-management/understand-hubspot-credits-and-billing

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