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Compare Freshdesk and Salesforce Service Cloud Software 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Mid-Market (42.7% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Starting at $25.00 1 User Per Month
Freshdesk
Star Rating
(3,690)4.4 out of 5
Market Segments
Small-Business (48.3% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansSalesforce Service Cloud
Star Rating
(7,199)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user experience, particularly highlighting its clean and intuitive interface. Users appreciate how easy it is to navigate, with one IT Support Specialist noting that the platform is "reliable, clean, easy to read, and easy to use."
- According to verified reviews, Salesforce Service Cloud stands out for its powerful scalability and comprehensive features. Users mention that it effectively integrates cases, omnichannel communication, and automation, making it easier for support teams to manage customer interactions efficiently.
- Users say that Freshdesk's ticket management features, such as the child ticket option, significantly enhance workflow. This feature allows for seamless escalation without the need to duplicate information, which many find invaluable in high-volume environments.
- Reviewers mention that Salesforce Service Cloud's Lightning Console provides a 360-degree view of customer interactions, which minimizes context-switching and enables faster, more empathetic support. This capability is particularly beneficial for organizations managing complex customer cases.
- G2 reviewers highlight that Freshdesk's integration capabilities with tools like Genesys Cloud and Microsoft Teams make it a flexible choice for teams looking to streamline their operations. Users have noted that these integrations enhance day-to-day workflows significantly.
- According to recent feedback, while both platforms have similar star ratings, Freshdesk's ease of setup is often praised, with users finding the onboarding process straightforward. In contrast, some Salesforce users have reported challenges with initial configuration, indicating a steeper learning curve.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Salesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
Freshdesk
Free Trial is available
Salesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.6
3,235
8.6
2,788
Ease of Use
8.9
3,257
8.4
5,369
Ease of Setup
8.6
2,317
7.9
4,124
Ease of Admin
8.7
2,179
8.2
1,534
Quality of Support
8.7
3,132
8.3
2,565
Has the product been a good partner in doing business?
8.8
2,102
8.7
1,515
Product Direction (% positive)
8.8
3,207
8.3
2,745
Features by Category
Ticket and Case Management
8.9
2236
|
Verified
8.5
1211
|
Verified
8.8
2254
|
Verified
8.4
1206
|
Verified
8.5
2166
|
Verified
8.3
1244
|
Verified
8.5
2052
|
Verified
8.3
1160
|
Verified
8.3
1809
|
Verified
8.1
985
8.5
2093
|
Verified
7.9
1170
|
Verified
8.7
2018
|
Verified
8.3
1153
|
Verified
8.3
1379
|
Verified
8.5
1041
|
Verified
Generative AI
7.3
332
7.7
180
7.4
330
7.6
178
Agentic AI - Help Desk
7.1
61
8.2
56
7.0
61
8.3
56
7.3
61
8.2
59
Communication Channels
8.6
1929
|
Verified
8.4
1024
|
Verified
8.9
2086
|
Verified
8.6
1210
|
Verified
8.4
1321
|
Verified
8.1
852
8.0
1197
|
Verified
8.0
810
|
Verified
7.9
943
|
Verified
8.1
769
Platform
8.0
1162
|
Verified
7.8
555
|
Verified
8.1
1664
|
Verified
8.3
818
|
Verified
8.6
1550
|
Verified
8.6
693
|
Verified
8.2
1151
|
Verified
8.3
614
|
Verified
8.0
1877
|
Verified
8.2
1148
|
Verified
8.3
1965
|
Verified
8.2
1166
|
Verified
Administration
Not enough data
8.8
229
Not enough data
8.8
228
Not enough data
8.7
225
Knowledge Management
Not enough data
8.8
220
Not enough data
8.6
212
Not enough data
8.5
210
Compliance
Not enough data
8.7
228
Not enough data
8.7
225
Not enough data
8.6
225
Not enough data
8.6
222
Customer Support
Not enough data
8.1
211
Not enough data
8.2
204
Not enough data
8.0
193
Data Security
Not enough data
8.6
217
Not enough data
8.7
218
Not enough data
9.0
219
Not enough data
9.1
219
Administration
Not enough data
8.6
210
Not enough data
8.9
211
Not enough data
8.9
215
Generative AI
Not enough data
7.5
149
Channels
8.4
360
8.5
122
8.0
336
8.3
119
7.5
326
7.6
118
Design
8.2
333
8.4
115
7.8
337
8.0
116
8.3
357
8.3
118
8.3
346
8.4
118
8.4
335
8.5
115
Generative AI
7.7
266
7.5
112
7.8
266
7.6
111
Usability
8.8
268
8.6
204
8.7
264
8.6
207
8.8
258
8.7
205
Reporting
8.6
252
8.7
204
8.5
248
8.3
198
8.6
260
8.6
201
Generative AI
7.5
183
7.6
179
7.6
183
7.6
180
Quality Assurance
Not enough data
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Engagement
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Performance
Not enough data
8.7
68
Not enough data
8.8
68
Generative AI
Not enough data
7.7
59
Not enough data
8.0
60
Channels
Not enough data
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Generative AI
Not enough data
7.0
217
Functions
Not enough data
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Agentic AI - Contact Center
Not enough data
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Administrative
Not enough data
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Workforce Management
Not enough data
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Administration
Not enough data
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Conversational Platform
8.3
439
8.5
103
8.3
385
8.7
101
8.3
378
8.1
100
8.4
314
8.2
103
Support Automation
8.4
395
8.2
101
8.4
415
8.1
100
8.3
380
8.1
101
8.3
321
8.0
98
Generative AI
7.4
212
7.4
96
7.4
208
7.5
95
Customer Support
Not enough data
8.3
144
Not enough data
7.9
139
Not enough data
8.2
139
Automation
Not enough data
8.2
142
Not enough data
8.2
143
Not enough data
8.1
143
Artificial Intelligence
Not enough data
7.6
137
Not enough data
7.7
137
Not enough data
7.4
134
Generative AI
7.9
119
7.8
108
7.9
117
7.7
107
7.6
116
7.7
108
Communication
8.8
587
|
Verified
8.5
310
|
Verified
8.7
602
|
Verified
8.6
329
|
Verified
8.7
497
|
Verified
8.4
275
|
Verified
8.5
202
8.5
277
|
Verified
8.2
204
7.8
160
Internal Use
8.1
1664
|
Verified
8.3
818
|
Verified
8.6
206
8.3
296
|
Verified
8.2
188
8.5
288
|
Verified
8.8
560
|
Verified
8.4
318
|
Verified
8.8
521
|
Verified
8.5
289
|
Verified
8.6
549
|
Verified
8.7
322
|
Verified
Generative AI
7.9
144
7.3
127
Self-Service Experience
8.7
963
8.6
593
8.6
915
8.3
579
8.3
688
8.3
528
8.2
243
8.0
214
8.4
261
8.4
224
Self-Service Platform
8.5
257
8.4
223
8.6
266
8.6
228
8.0
226
7.6
199
8.5
241
8.5
215
Agentic AI - Customer Self-Service
7.9
20
8.6
7
7.9
18
8.6
7
8.0
19
8.6
7
7.9
21
8.8
7
7.7
20
8.6
7
7.5
19
9.0
7
7.8
19
8.8
7
Generative AI
8.2(won by 0.3)
81
7.9
54
8.1(won by 0.1)
81
8.0
54
Process
8.6(tied score)
166
8.6(tied score)
244
9.3(won by 0.7)
487
8.6
264
8.6(won by 0.3)
375
8.3
225
Channels
9.2(won by 0.4)
482
8.8
273
8.7(won by 0.3)
419
8.4
248
8.8(won by 0.3)
380
8.5
231
8.5
344
8.6(won by 0.1)
232
8.3
58
8.6(won by 0.3)
214
Insight
8.6(tied score)
386
8.6(tied score)
230
8.7
173
8.8(won by 0.1)
265
8.6(won by 0.1)
377
8.5
204
9.1(won by 0.4)
449
8.7
252
Generative AI
7.7
88
8.0
80
7.7
87
7.9
81
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.1
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Not enough data
Automation
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Salesforce Service Cloud are categorized as Digital Customer Service Platforms, Help Desk, Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents and Shared Inbox
Salesforce Service Cloud is categorized as Contact Center Quality Assurance, Contact Center Knowledge Base, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Service Automation
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
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...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
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...Read more
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