# Agentforce Service (formerly Salesforce Service Cloud) vs Zendesk for Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in providing a user-friendly experience, with many users highlighting its intuitive interface and ease of use. One user mentioned that it is "easy to track all requests raised by clients at a single place," which significantly saves time on repetitive tasks.
- **Users say** that Agentforce Service (formerly Salesforce Service Cloud) shines in its ability to centralize customer interactions and case management. Reviewers appreciate that "everything related to a case is in one place," allowing for quicker responses and better customer service.
- **According to verified reviews** , Zendesk's ticketing system is praised for its efficiency in managing support requests. Users noted that it helps track issues, assign them to the right teams, and maintain communication until resolution, which enhances overall productivity.
- **Reviewers mention** that Agentforce Service offers a low-code platform that simplifies navigation for users without extensive development skills. This feature is particularly beneficial for admins, as one user stated, "it makes things easy for me," allowing for smoother operations.
- **G2 reviewers highlight** that while Zendesk has a strong focus on customer service automation, it faces challenges in this area compared to Agentforce Service. Users have noted that Agentforce's automation capabilities are more robust, with features like building automation with Flows helping streamline processes effectively.
- **Users report** that both platforms have strong support systems, but Zendesk slightly edges out with a higher quality of support score. Reviewers appreciate the responsive support team, which is crucial for resolving issues quickly, as one user mentioned, "Zendesk provides a centralized platform to manage student support requests efficiently."



| | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 7,358 | 7,001 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (45.8% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | $19.00 1 user per month billed annually | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1259 reviews)
- Features (1102 reviews)

Cons:
- Complexity (697 reviews)
- Learning Curve (583 reviews)

### Zendesk for Customer Service

Pros:
- Ease of Use (526 reviews)
- Features (402 reviews)

Cons:
- Missing Features (217 reviews)
- Limited Features (180 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2859 reviews) | 8.6 (5223 reviews) | 
  | **Ease of Use** | 8.4 (5484 reviews) | 8.6 (5452 reviews) | 
  | **Ease of Setup** | 7.9 (4237 reviews) | 8.0 (3352 reviews) | 
  | **Ease of Admin** | 8.2 (1563 reviews) | 8.2 (3152 reviews) | 
  | **Quality of Support** | 8.3 (2634 reviews) | 8.4 (5004 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1544 reviews) | 8.4 (3075 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2803 reviews) | 8.0 (4872 reviews) | 

---
## Pricing

### Agentforce Service (formerly Salesforce Service Cloud)

#### Entry-Level Pricing

Plan: Starter Suite

Price: Starting at $25.00 1 User Per Month

Description: The simple CRM suite for marketing, sales, service, and commerce.

Key Features:
- Case Management
- Knowledge Management
- Salesforce Mobile App

[Browse all 5 editions](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing)

#### Free Trial

Yes

### Zendesk for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 5 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1736 |
| **Zendesk for Customer Service** | 8.2/10 | 3765 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1218 reviews) ✓ Verified | 8.8 (2602 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1230 reviews) ✓ Verified | 8.7 (2649 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1282 reviews) ✓ Verified | 8.5 (2597 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1189 reviews) ✓ Verified | 8.4 (2406 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (987 reviews) | 8.2 (1942 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.9 (1171 reviews) ✓ Verified | 8.4 (2413 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.3 (1159 reviews) ✓ Verified | 8.6 (2430 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (1077 reviews) ✓ Verified | 8.3 (1877 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.7 (183 reviews) | 7.6 (392 reviews) | 
| **AI Text Summarization** | 7.7 (182 reviews) | 7.6 (388 reviews) | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (82 reviews) | 7.8 (252 reviews) | 
| **Natural Language Interaction** | 8.5 (69 reviews) | 7.9 (247 reviews) | 
| **Proactive Assistance** | 8.6 (73 reviews) | 8.0 (249 reviews) | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | 8.4 (1029 reviews) ✓ Verified | 8.5 (2073 reviews) ✓ Verified | 
| **Email to Case** | 8.6 (1218 reviews) ✓ Verified | 8.8 (2359 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.2 (866 reviews) | 8.4 (1763 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (812 reviews) ✓ Verified | 8.0 (1438 reviews) ✓ Verified | 
| **Voice** | 8.1 (772 reviews) | 8.0 (1345 reviews) ✓ Verified | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | 7.8 (561 reviews) ✓ Verified | 7.8 (1391 reviews) ✓ Verified | 
| **Customization ** | 8.4 (827 reviews) ✓ Verified | 8.0 (1791 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (707 reviews) ✓ Verified | 8.3 (1969 reviews) ✓ Verified | 
| **Integration** | 8.3 (652 reviews) ✓ Verified | 8.2 (1798 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1168 reviews) ✓ Verified | 7.9 (2410 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1186 reviews) ✓ Verified | 8.0 (2434 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 263 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Database Management ** | 8.8 (233 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (232 reviews) | Not enough data | 
| **Issue Management** | 8.7 (230 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.8 (227 reviews) | Not enough data | 
| **Publishing Workflows** | 8.6 (216 reviews) | Not enough data | 
| **Analytics** | 8.5 (215 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Policies and Controls** | 8.7 (232 reviews) | Not enough data | 
| **Data Governance** | 8.7 (230 reviews) | Not enough data | 
| **Compliance** | 8.6 (230 reviews) | Not enough data | 
| **Auditing** | 8.6 (227 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Search** | 8.2 (215 reviews) | Not enough data | 
| **Suggestions** | 8.2 (209 reviews) | Not enough data | 
| **Decision Trees** | 8.1 (198 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (221 reviews) | Not enough data | 
| **Data Transport** | 8.7 (223 reviews) | Not enough data | 
| **Access Management** | 9.0 (223 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (224 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Integrations** | 8.6 (216 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (217 reviews) | Not enough data | 
| **Performance and Reliability** | 8.9 (222 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.6 (153 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 137 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (129 reviews) | Not enough data | 
| **Open Listening** | 8.4 (121 reviews) | Not enough data | 
| **Physical Media** | 7.6 (120 reviews) | Not enough data | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (120 reviews) | Not enough data | 
| **Create Content** | 8.1 (120 reviews) | Not enough data | 
| **Personalization** | 8.3 (123 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (122 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (117 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.5 (114 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (113 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 219 |
| **Zendesk for Customer Service** | 8.0/10 | 893 |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | 8.6 (206 reviews) | 8.3 (665 reviews) | 
| **Supporting Documents** | 8.6 (209 reviews) | 8.3 (662 reviews) | 
| **Two-Way Communication** | 8.7 (207 reviews) | 8.4 (637 reviews) | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (207 reviews) | 8.3 (587 reviews) | 
| **Trend Analysis** | 8.3 (200 reviews) | 7.9 (562 reviews) | 
| **Performance Monitoring** | 8.6 (205 reviews) | 8.2 (645 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.6 (181 reviews) | 7.3 (176 reviews) | 
| **AI Text Summarization** | 7.6 (182 reviews) | 7.2 (175 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 418 |

#### Productivity Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (325 reviews) | 
| **Internal Discussion** | Not enough data | 8.3 (324 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.4 (312 reviews) | 
| **Workflows** | Not enough data | 8.4 (306 reviews) | 
| **Templates** | Not enough data | 8.5 (315 reviews) | 
| **Integrations** | Not enough data | 8.2 (311 reviews) | 
| **Tagging System** | Not enough data | 8.2 (345 reviews) | 

#### Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Trends** | Not enough data | 7.7 (263 reviews) | 
| **Performance Tracking** | Not enough data | 8.0 (304 reviews) | 
| **Email Tracking** | Not enough data | 8.2 (292 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (21 reviews) | 
| **Decision Making** | Not enough data | 7.4 (22 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 82 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Evaluation** | 8.8 (73 reviews) | Not enough data | 
| **Calibration** | 8.7 (70 reviews) | Not enough data | 
| **Reports** | 8.7 (73 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Feedback** | 8.8 (71 reviews) | Not enough data | 
| **Dashboards** | 8.9 (71 reviews) | Not enough data | 
| **Training** | 8.7 (71 reviews) | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Integrations** | 8.7 (72 reviews) | Not enough data | 
| **Compliance** | 8.8 (72 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (62 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (63 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 315 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Voice** | 7.5 (278 reviews) | Not enough data | 
| **Social** | 7.4 (271 reviews) | Not enough data | 
| **Web Chat** | 7.9 (277 reviews) | Not enough data | 
| **Mobile SMS** | 7.4 (268 reviews) | Not enough data | 
| **Email** | 8.8 (284 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text-to-Speech** | 7.1 (219 reviews) | Not enough data | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Session Routing** | 7.9 (272 reviews) | Not enough data | 
| **Session Queuing** | 8.0 (270 reviews) | Not enough data | 
| **Concurrent Calling** | 7.6 (260 reviews) | Not enough data | 
| **Speech Analytics** | 7.2 (257 reviews) | Not enough data | 
| **Auto Dialer** | 7.2 (258 reviews) | Not enough data | 
| **IVR** | 7.2 (262 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.7 (261 reviews) | Not enough data | 
| **Persistent Data** | 8.1 (264 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 9.4 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 9.2 (8 reviews) | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Session Summary Notes** | 7.9 (259 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (262 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.6 (262 reviews) | Not enough data | 
| **Session Recording** | 7.7 (251 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (256 reviews) | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.2/10 | 612 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customization** | Not enough data | 8.1 (466 reviews) | 
| **Control** | Not enough data | 8.1 (463 reviews) | 
| **Route To Human** | Not enough data | 8.3 (445 reviews) | 
| **Menu bars** | Not enough data | 8.1 (444 reviews) | 
| **Drip sequences** | Not enough data | 8.1 (353 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.6 (470 reviews) | 
| **Integrations** | Not enough data | 8.3 (470 reviews) | 
| **Branding** | Not enough data | 8.3 (461 reviews) | 
| **Analytics** | Not enough data | 8.2 (465 reviews) | 
| **A/B testing** | Not enough data | Feature Not Available | 
| **Role-based access** | Not enough data | Feature Not Available | 
| **Collection of information** | Not enough data | 8.4 (453 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (111 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (109 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Agent Availability** | 7.9 (59 reviews) | Not enough data | 
| **Skills Management** | 7.9 (58 reviews) | Not enough data | 
| **Shift Scheduling** | 7.5 (58 reviews) | Not enough data | 
| **Agent Self-Service** | 7.8 (57 reviews) | Not enough data | 
| **Mobile Access** | 7.6 (57 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | Not enough data | 
| **Performance Analysis** | 8.3 (58 reviews) | Not enough data | 
| **Dashboards** | 8.4 (58 reviews) | Not enough data | 
| **Forecasting** | 7.7 (56 reviews) | Not enough data | 
| **Intraday Management** | 7.7 (56 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 122 |
| **Zendesk for Customer Service** | 8.1/10 | 1096 |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | 8.6 (106 reviews) | 8.1 (861 reviews) | 
| **Omnichannel** | 8.7 (105 reviews) | 8.3 (718 reviews) | 
| **Contextual Engagement** | 8.1 (102 reviews) | 8.2 (681 reviews) | 
| **Proactive Engagement** | 8.3 (108 reviews) | 8.2 (747 reviews) | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | 8.2 (104 reviews) | 8.1 (711 reviews) | 
| **Seamless Escalation** | 8.2 (102 reviews) | 8.3 (756 reviews) | 
| **Transcripts** | 8.1 (104 reviews) | 8.4 (717 reviews) | 
| **Self-Serve Support** | 8.0 (102 reviews) | 8.1 (789 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.4 (98 reviews) | 7.8 (202 reviews) | 
| **AI Text Summarization** | 7.5 (97 reviews) | 7.8 (201 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 198 |

#### Messaging Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **SMS Messaging** | Not enough data | 7.6 (77 reviews) | 
| **Email** | Not enough data | 9.1 (171 reviews) | 
| **Voice Messaging** | Not enough data | 8.3 (93 reviews) | 
| **Two way messaging** | Not enough data | 8.5 (101 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Scheduling** | Not enough data | 8.2 (107 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (155 reviews) | 
| **Segmentation** | Not enough data | 8.2 (110 reviews) | 
| **Integrations** | Not enough data | 8.4 (143 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 184 |
| **Zendesk for Customer Service** | 7.9/10 | 113 |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Text** | 8.4 (149 reviews) | 8.1 (83 reviews) | 
| **Speech** | 8.0 (145 reviews) | 7.5 (75 reviews) | 
| **Knowledge Base** | 8.3 (147 reviews) | 8.1 (85 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | 8.3 (157 reviews) | 8.1 (85 reviews) | 
| **Customization** | 8.2 (150 reviews) | 8.2 (82 reviews) | 
| **Intelligent Routing** | 8.2 (153 reviews) | 8.0 (82 reviews) | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | 7.7 (144 reviews) | 7.8 (81 reviews) | 
| **Language** | 7.7 (141 reviews) | 7.6 (79 reviews) | 
| **Conversational AI** | 7.5 (141 reviews) | 7.7 (84 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1016 |
| **Zendesk for Customer Service** | 8.3/10 | 2696 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (111 reviews) | Feature Not Available | 
| **AI Text Summarization** | 7.8 (112 reviews) | 7.9 (205 reviews) | 
| **AI Text-to-Speech** | 7.8 (111 reviews) | Feature Not Available | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | 8.5 (314 reviews) ✓ Verified | 8.6 (950 reviews) ✓ Verified | 
| **Notifications** | 8.7 (333 reviews) ✓ Verified | 8.4 (964 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (280 reviews) ✓ Verified | 8.1 (718 reviews) | 
| **In-App Messaging** | 8.5 (282 reviews) ✓ Verified | 8.5 (735 reviews) ✓ Verified | 
| **Co-Browsing** | 7.9 (163 reviews) | 8.0 (519 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | 8.4 (827 reviews) ✓ Verified | 8.0 (1791 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (299 reviews) ✓ Verified | 8.5 (846 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (291 reviews) ✓ Verified | 8.1 (648 reviews) | 
| **Knowledge Base** | 8.4 (323 reviews) ✓ Verified | 8.5 (897 reviews) | 
| **Team Inbox ** | 8.5 (294 reviews) ✓ Verified | 8.6 (827 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (327 reviews) ✓ Verified | 8.3 (846 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 738 |
| **Zendesk for Customer Service** | 8.2/10 | 1784 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.3 (129 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.6 (598 reviews) | 8.5 (1523 reviews) | 
| **Searchable Articles** | 8.3 (581 reviews) | 8.5 (1443 reviews) | 
| **Community Forums** | 8.3 (530 reviews) | 8.0 (1024 reviews) | 
| **Mobile Optimization** | 8.0 (217 reviews) | 7.7 (648 reviews) | 
| **Personalization** | 8.4 (228 reviews) | 8.0 (780 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Branding** | 8.4 (227 reviews) | 8.2 (829 reviews) | 
| **Automation** | 8.7 (235 reviews) | 8.2 (849 reviews) | 
| **Artificial Intelligence** | 7.7 (205 reviews) | 7.7 (676 reviews) | 
| **Integrations** | 8.5 (218 reviews) | 8.2 (814 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (9 reviews) | 8.3 (63 reviews) | 
| **Multi-step Planning** | 8.7 (9 reviews) | 8.3 (63 reviews) | 
| **Cross-system Integration** | 9.0 (10 reviews) | 8.2 (65 reviews) | 
| **Adaptive Learning** | 8.9 (9 reviews) | 8.7 (63 reviews) | 
| **Natural Language Interaction** | 8.9 (9 reviews) | 8.6 (62 reviews) | 
| **Proactive Assistance** | 8.9 (9 reviews) | 8.2 (63 reviews) | 
| **Decision Making** | 8.9 (9 reviews) | 8.1 (63 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 342 |
| **Zendesk for Customer Service** | 8.4/10 | 841 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.0 (57 reviews) | 7.4 (77 reviews) | 
| **AI Text Summarization** | 8.1 (57 reviews) | 7.5 (78 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | 8.6 (247 reviews) | 8.4 (563 reviews) | 
| **Tickets** | 8.6 (267 reviews) | 9.1 (744 reviews) | 
| **Macros** | 8.3 (228 reviews) | 8.8 (693 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Email** | 8.8 (276 reviews) | 9.0 (743 reviews) | 
| **Social** | 8.4 (251 reviews) | 8.4 (586 reviews) | 
| **Live Chat** | 8.6 (234 reviews) | 8.7 (565 reviews) | 
| **Phone** | 8.6 (235 reviews) | 8.2 (486 reviews) | 
| **Text** | 8.6 (217 reviews) | 8.3 (421 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | 8.6 (233 reviews) | 8.1 (540 reviews) | 
| **Reporting** | 8.8 (268 reviews) | 8.3 (647 reviews) | 
| **Visitor Activity** | 8.5 (207 reviews) | 8.5 (562 reviews) | 
| **Help Desk** | 8.7 (255 reviews) | 8.7 (667 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 90 |
| **Zendesk for Customer Service** | 8.1/10 | 77 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.0 (82 reviews) | 7.8 (67 reviews) | 
| **AI Text Summarization** | 8.0 (83 reviews) | 7.7 (66 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Brand Design Consistency** | 8.7 (31 reviews) | Not enough data | 
| **Survey Deployment** | 8.3 (31 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (31 reviews) | Not enough data | 
| **Device Responsiveness** | 8.7 (31 reviews) | Not enough data | 

#### Process Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (31 reviews) | Not enough data | 
| **Trigger Alerts** | 8.4 (30 reviews) | Not enough data | 
| **Real-Time Analysis** | 8.7 (31 reviews) | Not enough data | 
| **Real-Time Action** | 8.6 (30 reviews) | Not enough data | 

#### System Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | 8.7 (30 reviews) | Not enough data | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 111 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.4 (74 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (71 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (71 reviews) | 
| **Multilingual Support** | Not enough data | 8.2 (68 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.2 (70 reviews) | 
| **Feedback Collection** | Not enough data | 8.4 (70 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (71 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (70 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.7 (74 reviews) | 
| **Feedback Collection** | Not enough data | 8.6 (70 reviews) | 
| **Document Processing** | Not enough data | 7.9 (68 reviews) | 

#### Autonomy

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.1 (68 reviews) | 
| **Adaptive Responses** | Not enough data | 8.4 (67 reviews) | 
| **Task Execution** | Not enough data | 8.3 (69 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (70 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.8/10 | 26 |

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 8.9 (19 reviews) | 
| **Integration APIs** | Not enough data | 9.2 (14 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Dashboards** | Not enough data | 8.8 (11 reviews) | 

#### Workforce Management Platform Features

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (8):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (6):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Zendesk for Customer Service (6):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Chatbots Software](https://www.g2.com/categories/chatbots), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Small-Business** | 18.7% | 40.8% | 
| **Mid-Market** | 42.8% | 45.8% | 
| **Enterprise** | 38.5% | 13.4% | 

### By Industry

#### Agentforce Service (formerly Salesforce Service Cloud)

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.3%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 49.0%

#### Zendesk for Customer Service

- **Computer Software:** 14.2%
- **Information Technology and Services:** 12.6%
- **Financial Services:** 5.9%
- **Retail:** 5.0%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.1%
- **Telecommunications:** 2.8%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.2%

---
## Alternatives

### Alternatives to Agentforce Service (formerly Salesforce Service Cloud)

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (484 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (752 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7794 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3890 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)

### Alternatives to Zendesk for Customer Service

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3890 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1908 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2500 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (565 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2537 reviews)

---
## Top Discussions

### Agentforce Service (formerly Salesforce Service Cloud)

- Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments
  > **Top comment:** "Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls..."
- Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** "Customer 360 and being able to hand off cases effectively"
- Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments
  > **Top comment:** "In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking..."
- Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments
  > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..."
- Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote
  > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000.  I needed the profit..."

### Zendesk for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-zendesk-for-customer-service)