Compare Freshdesk vs Salesforce Service Cloud

See this
comparison of Freshdesk vs. Salesforce Service Cloud
based on data from user reviews. Freshdesk rates 4.4/5 stars with 2,152 reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,615 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Sprout
Free
for UNLIMITED agents
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
 
Blossom
$19
/ agent / month billed annually
Professional Edition
$ 75 USD
Per user/month (billed annually)
 
Garden
$35
/ agent / month billed annually
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
 
Estate
$49
/ agent / month billed annually
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial
Salesforce Service Cloud
Service Essentials Edition
$ 25 USDPer user/month (billed annually)
Professional Edition
$ 75 USDPer user/month (billed annually)
Enterprise Edition
$ 150 USDPer user/month (billed annually)
Unlimited Edition
$ 300 USDPer user/month (billed annually)
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.5
8.5
Ease of Use
Ease of Use
8.8
8.1
Ease of Setup
Ease of Setup
8.6
7.6
Ease of Admin
Ease of Admin
8.7
8.0
Quality of Support
Quality of Support
8.9
8.1
Ease of Doing Business With
Ease of Doing Business With
8.8
8.4
Product Direction (% positive)
Product Direction (% positive)
8.7
7.8
Meets Requirements
Freshdesk
8.5
Salesforce Service Cloud
8.5
Ease of Use
Freshdesk
8.8
Salesforce Service Cloud
8.1
Ease of Setup
Freshdesk
8.6
Salesforce Service Cloud
7.6
Ease of Admin
Freshdesk
8.7
Salesforce Service Cloud
8.0
Quality of Support
Freshdesk
8.9
Salesforce Service Cloud
8.1
Ease of Doing Business With
Freshdesk
8.8
Salesforce Service Cloud
8.4
Product Direction (% positive)
Freshdesk
8.7
Salesforce Service Cloud
7.8

Features

Ticket and Case Management
Ticket creation user experience
Freshdesk
8.9
Salesforce Service Cloud
8.3
Ticket response user experience
Freshdesk
8.8
Salesforce Service Cloud
8.2
Workflow
Freshdesk
8.4
Salesforce Service Cloud
8.1
Response Automation
Freshdesk
8.4
Salesforce Service Cloud
8.1
SLA Management
Freshdesk
8.2
Salesforce Service Cloud
8.0
Attachments/Screencasts
Freshdesk
8.4
Salesforce Service Cloud
7.7
Ticket Collaboration
Freshdesk
8.6
Salesforce Service Cloud
8.1
Knowledge Share
Knowledge Base
Freshdesk
8.7
Salesforce Service Cloud
8.6
Searchable Articles
Freshdesk
8.6
Salesforce Service Cloud
8.3
Community Forums
Freshdesk
8.4
Salesforce Service Cloud
8.3
Interactive FAQs & Forums
Freshdesk
8.5
Salesforce Service Cloud
8.1
Communication
Pop-up Chat
Freshdesk
9.0
Salesforce Service Cloud
8.6
Notifications
Freshdesk
8.8
Salesforce Service Cloud
8.4
Targeted Emails
Freshdesk
9.0
Salesforce Service Cloud
8.5
In-App Messaging
Freshdesk
Not enough data available
Salesforce Service Cloud
8.7
Process
Mentions
Freshdesk
Not enough data available
Salesforce Service Cloud
8.8
Tickets
Freshdesk
9.4
Salesforce Service Cloud
8.7
Macros
Freshdesk
8.8
Salesforce Service Cloud
8.3
Collaboration
Freshdesk
9.1
Salesforce Service Cloud
8.8
Interaction
Web Portals
Freshdesk
7.2
Salesforce Service Cloud
8.4
Forum to Reponse
Freshdesk
8.5
Salesforce Service Cloud
8.4
Tickets and Tagging
Freshdesk
8.8
Salesforce Service Cloud
8.6
Live Chat
Freshdesk
8.8
Salesforce Service Cloud
8.3
Internal Use
Customization
Freshdesk
8.0
Salesforce Service Cloud
8.2
Conversation Archiving
Freshdesk
Not enough data available
Salesforce Service Cloud
8.5
Lead Development
Freshdesk
Not enough data available
Salesforce Service Cloud
8.4
Knowledge Base
Freshdesk
8.9
Salesforce Service Cloud
8.1
Team Inbox
Freshdesk
8.9
Salesforce Service Cloud
8.7
Customer Profiles
Freshdesk
8.6
Salesforce Service Cloud
8.6
Channels
Email
Freshdesk
9.3
Salesforce Service Cloud
8.7
Social
Freshdesk
8.9
Salesforce Service Cloud
8.4
Live Chat
Freshdesk
9.1
Salesforce Service Cloud
8.5
Phone
Freshdesk
8.8
Salesforce Service Cloud
8.6
Text
Freshdesk
Not enough data available
Salesforce Service Cloud
8.7
Insight
Surveys
Freshdesk
8.9
Salesforce Service Cloud
8.5
Reporting
Freshdesk
Not enough data available
Salesforce Service Cloud
8.8
Visitor Activity
Freshdesk
8.8
Salesforce Service Cloud
8.6
Help Desk
Freshdesk
9.1
Salesforce Service Cloud
8.8
Communication Channels
Customer Portal
Freshdesk
8.6
Salesforce Service Cloud
8.3
Email to Case
Freshdesk
8.9
Salesforce Service Cloud
8.5
Chat/Live Support
Freshdesk
8.5
Salesforce Service Cloud
8.0
Social Integration
Freshdesk
8.2
Salesforce Service Cloud
8.0
Call Center
Make, Receive, and Record Calls
Freshdesk
8.3
Salesforce Service Cloud
8.0
Customer and Contacts Database
Freshdesk
8.0
Salesforce Service Cloud
8.3
Products and Version Tracking
Freshdesk
8.3
Salesforce Service Cloud
8.1
Call Scripting
Freshdesk
8.2
Salesforce Service Cloud
8.0
Interactive Voice Response (IVR)
Freshdesk
8.4
Salesforce Service Cloud
8.0
Self Service/Community
Forums
Freshdesk
8.3
Salesforce Service Cloud
8.1
Knowledge Base
Freshdesk
8.5
Salesforce Service Cloud
8.2
Ideas/Feedback
Freshdesk
8.3
Salesforce Service Cloud
8.1
Q&A
Freshdesk
8.5
Salesforce Service Cloud
8.1
Reporting & Analytics
Social Monitoring
Freshdesk
8.2
Salesforce Service Cloud
8.1
Reporting
Freshdesk
7.9
Salesforce Service Cloud
8.0
Dashboards
Freshdesk
8.2
Salesforce Service Cloud
8.1
Platform
Mobile User Support
Freshdesk
8.1
Salesforce Service Cloud
7.8
ITIL Compliance
Freshdesk
8.3
Salesforce Service Cloud
8.2
Customization
Freshdesk
8.0
Salesforce Service Cloud
8.2
User, Role, and Access Management
Freshdesk
8.5
Salesforce Service Cloud
8.4
Internationalization
Freshdesk
8.1
Salesforce Service Cloud
8.0
Performance & Reliability
Freshdesk
8.8
Salesforce Service Cloud
8.2
Integration APIs
Freshdesk
8.2
Salesforce Service Cloud
8.1

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
52.6%
24.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.3%
41.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
11.1%
34.2%
Freshdesk
Small-Business
52.6%
Mid-Market
36.3%
Enterprise
11.1%
Salesforce Service Cloud
Small-Business
24.5%
Mid-Market
41.3%
Enterprise
34.2%

Reviewers' Industry

 
Information Technology and Services
19.7%
Information Technology and Services
14.2%
 
Computer Software
13.4%
Computer Software
13.9%
 
Internet
5.6%
Internet
7.6%
 
Education Management
3.9%
Non-Profit Organization Management
3.2%
 
Marketing and Advertising
3.2%
Hospital & Health Care
3.2%
 
Other
54.2%
Other
57.9%
Freshdesk
Information Technology and Services
19.7%
Computer Software
13.4%
Internet
5.6%
Education Management
3.9%
Marketing and Advertising
3.2%
Other
54.2%
Salesforce Service Cloud
Information Technology and Services
14.2%
Computer Software
13.9%
Internet
7.6%
Non-Profit Organization Management
3.2%
Hospital & Health Care
3.2%
Other
57.9%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

 
Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Salesforce Service Cloud
Most Helpful Favorable Review
G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

Screenshots

 
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Videos

 

Happy customers. Let’s make them happier with Service Cloud.

Freshdesk
Salesforce Service Cloud

Happy customers. Let’s make them happier with Service Cloud.

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