Compare Salesforce Service Cloud Software and Freshdesk 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (48.7% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$19.00 1 User per month billed annually Per Month
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,232)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 plansFreshdesk
Star Rating
(3,721)4.4 out of 5
Market Segments
Small-Business (48.7% 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 plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in ease of use, with many users highlighting its clean interface and intuitive navigation. This makes it easier for new hires to get up to speed quickly, as agents typically don’t require extensive training to manage tickets effectively.
- Users say that Salesforce Service Cloud offers impressive flexibility in adapting to various business needs. Reviewers appreciate its ability to customize workflows and integrate with other systems, which can be particularly beneficial for larger organizations with complex requirements.
- According to verified reviews, Freshdesk shines in automation features, which significantly reduce manual work for customer support teams. Users have praised its ticket automation and SLA management capabilities, making daily operations more efficient and structured.
- Reviewers mention that Salesforce Service Cloud provides a user-friendly interface that is easy to navigate. Many users find that they can quickly adapt to the platform, which helps streamline their customer service processes without a steep learning curve.
- G2 reviewers highlight that Freshdesk's customer support quality is commendable, with users noting that the platform centralizes communication effectively. This feature helps teams manage multiple customer queries simultaneously, enhancing overall productivity.
- Users report that while Salesforce Service Cloud has a robust set of features, it can sometimes be more challenging to implement compared to Freshdesk. Some users have expressed that the setup process can be more complex, which may require additional time and resources for larger teams.
Pricing
Entry-Level Pricing
Agentforce Service (formerly 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
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
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Freshdesk
Free Trial is available
Ratings
Meets Requirements
8.6
2,803
8.6
3,262
Ease of Use
8.4
5,391
8.9
3,284
Ease of Setup
7.9
4,146
8.6
2,341
Ease of Admin
8.2
1,536
8.7
2,199
Quality of Support
8.3
2,578
8.7
3,159
Has the product been a good partner in doing business?
8.7
1,517
8.8
2,122
Product Direction (% positive)
8.3
2,757
8.8
3,233
Features by Category
Ticket and Case Management
8.5
1213
|
Verified
8.9
2240
|
Verified
8.4
1208
|
Verified
8.8
2258
|
Verified
8.3
1252
|
Verified
8.5
2181
|
Verified
8.3
1163
|
Verified
8.5
2060
|
Verified
8.1
985
8.3
1808
|
Verified
7.9
1171
|
Verified
8.5
2090
|
Verified
8.3
1153
|
Verified
8.7
2018
|
Verified
8.5
1049
|
Verified
8.3
1373
|
Verified
Generative AI
7.7
180
7.3
328
7.6
179
7.4
324
Agentic AI - Help Desk
8.3
60
7.1
58
8.4
58
6.8
57
8.3
61
7.2
56
Communication Channels
8.4
1024
|
Verified
8.6
1925
|
Verified
8.6
1211
|
Verified
8.9
2087
|
Verified
8.1
854
8.4
1313
|
Verified
8.0
810
|
Verified
8.0
1190
|
Verified
8.1
769
7.9
935
|
Verified
Platform
7.8
555
|
Verified
8.1
1156
|
Verified
8.3
819
|
Verified
8.1
1659
|
Verified
8.6
695
|
Verified
8.6
1548
|
Verified
8.3
621
|
Verified
8.3
1150
|
Verified
8.2
1150
|
Verified
8.0
1875
|
Verified
8.2
1168
|
Verified
8.3
1962
|
Verified
Administration
8.8
229
Not enough data
8.8
228
Not enough data
8.7
225
Not enough data
Knowledge Management
8.8
220
Not enough data
8.6
212
Not enough data
8.5
210
Not enough data
Compliance
8.7
228
Not enough data
8.7
225
Not enough data
8.6
225
Not enough data
8.6
222
Not enough data
Customer Support
8.1
211
Not enough data
8.2
204
Not enough data
8.0
193
Not enough data
Data Security
8.6
217
Not enough data
8.7
218
Not enough data
9.0
219
Not enough data
9.1
219
Not enough data
Administration
8.6
210
Not enough data
8.9
211
Not enough data
8.9
215
Not enough data
Generative AI
7.5
149
Not enough data
Channels
8.5
122
8.4
358
8.3
119
8.0
334
7.6
118
7.5
323
Design
8.4
116
8.2
331
8.0
116
7.8
335
8.3
119
8.3
355
8.4
119
8.3
344
8.5
115
8.4
332
Generative AI
7.5
112
7.7
263
7.6
111
7.7
263
Usability
8.6
204
8.8
264
8.6
207
8.7
260
8.7
205
8.8
252
Reporting
8.7
204
8.6
246
8.3
198
8.5
242
8.6
201
8.6
254
Generative AI
7.6
179
7.5
179
7.6
180
7.6
179
Quality Assurance
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Not enough data
Engagement
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
Performance
8.7
69
Not enough data
8.8
68
Not enough data
Generative AI
7.7
59
Not enough data
8.0
60
Not enough data
Channels
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
Not enough data
Generative AI
7.0
217
Not enough data
Functions
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
Not enough data
Agentic AI - Contact Center
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Not enough data
Administrative
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
Not enough data
Workforce Management
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
Not enough data
Administration
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
Not enough data
Conversational Platform
8.5
103
8.3
432
8.7
101
8.3
378
8.1
100
8.3
371
8.2
104
8.4
307
Support Automation
8.1
102
8.4
388
8.1
100
8.4
408
8.1
101
8.3
373
8.0
98
8.2
314
Generative AI
7.4
96
7.4
207
7.5
95
7.4
203
Customer Support
8.3
144
Not enough data
7.9
139
Not enough data
8.2
139
Not enough data
Automation
8.2
143
Not enough data
8.2
143
Not enough data
8.1
143
Not enough data
Artificial Intelligence
7.6
138
Not enough data
7.7
137
Not enough data
7.4
134
Not enough data
Generative AI
7.8
108
7.8
116
7.7
107
7.9
114
7.7
108
7.6
113
Communication
8.5
310
|
Verified
8.8
584
|
Verified
8.6
329
|
Verified
8.7
601
|
Verified
8.4
275
|
Verified
8.7
494
|
Verified
8.5
277
|
Verified
8.5
199
7.8
160
8.2
202
Internal Use
8.3
819
|
Verified
8.1
1659
|
Verified
8.3
296
|
Verified
8.6
203
8.5
288
|
Verified
8.2
186
8.4
318
|
Verified
8.8
558
|
Verified
8.5
289
|
Verified
8.8
519
|
Verified
8.7
323
|
Verified
8.6
547
|
Verified
Generative AI
7.3
127
7.9
140
Self-Service Experience
8.6
594
8.7
960
8.3
579
8.6
912
8.3
528
8.3
684
8.0
214
8.2
239
8.4
224
8.4
257
Self-Service Platform
8.4
223
8.5
253
8.6
229
8.7
261
7.6
199
8.0
222
8.5
215
8.5
238
Agentic AI - Customer Self-Service
8.6
7
7.7
16
8.6
7
7.7
15
8.6
7
7.9
16
8.8
7
7.7
17
8.6
7
7.6
17
9.0
7
7.6
16
8.8
7
7.8
16
Generative AI
7.9
54
8.2(won by 0.3)
79
8.0(tied score)
54
8.0(tied score)
79
Process
8.6(tied score)
244
8.6(tied score)
162
8.6
264
9.3(won by 0.7)
484
8.3
225
8.6(won by 0.3)
371
Channels
8.8
273
9.2(won by 0.4)
479
8.4
248
8.7(won by 0.3)
415
8.5
231
8.8(won by 0.3)
376
8.6(won by 0.1)
232
8.5
340
8.6(won by 0.3)
214
8.3
58
Insight
8.6(tied score)
230
8.6(tied score)
382
8.8(won by 0.1)
265
8.7
169
8.5
204
8.6(won by 0.1)
373
8.7
252
9.1(won by 0.4)
445
Generative AI
8.0
80
7.8
86
7.9
81
7.7
85
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Automation
Not enough data
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Autonomy
Not enough data
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
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
Agentforce Service (formerly Salesforce Service Cloud) and Freshdesk are categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Agentforce Service (formerly 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
Freshdesk is categorized as AI Customer Support Agents and Shared Inbox
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Freshdesk
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
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.3%
Alternatives
Discussions
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
What is the use of freshdesk?
3 Comments
CK
Freshdesk is a Helpdesk web based Software as a Service product. It has many features which include helpdesk, chat, service desk, etc.Read more
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