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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Mid-Market (42.7% of reviews)
Entry-Level Pricing
$15.00 Per Month
Starting at $25.00 1 User Per Month
Freshdesk
Star Rating
(3,599)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansSalesforce Service Cloud
Star Rating
(7,163)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
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.
- Users report that Freshdesk excels in ease of use with a score of 8.8, while Salesforce Service Cloud scores slightly lower at 8.4. Reviewers mention that Freshdesk's intuitive interface makes it easier for teams to navigate and manage tickets effectively.
- Reviewers mention that Freshdesk's ticket creation user experience is rated at 8.9, compared to Salesforce's 8.5. Users appreciate Freshdesk's streamlined process for creating and managing tickets, which they find more user-friendly.
- Users on G2 highlight Freshdesk's superior email support, scoring 9.2 against Salesforce's 8.8. Reviewers say that Freshdesk's email integration allows for seamless communication and efficient ticket management, making it a preferred choice for email-heavy support teams.
- Reviewers mention that Freshdesk's quality of support is rated at 8.7, while Salesforce Service Cloud is at 8.3. Users report that Freshdesk's customer service is responsive and helpful, which enhances their overall experience with the software.
- Users say that Freshdesk's automation features, scoring 8.6, are more effective than Salesforce's 8.6, with specific praise for its ability to automate repetitive tasks and improve workflow efficiency. Reviewers mention that this has significantly reduced their workload.
- G2 users report that Freshdesk's knowledge base feature scores 8.8, outperforming Salesforce's 8.4. Reviewers appreciate the ease of creating and accessing articles, which helps in reducing ticket volume and empowering customers to find solutions independently.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
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
3,165
8.6
2,750
Ease of Use
8.8
3,187
8.4
5,326
Ease of Setup
8.6
2,247
7.9
4,086
Ease of Admin
8.7
2,148
8.2
1,524
Quality of Support
8.7
3,064
8.3
2,532
Has the product been a good partner in doing business?
8.8
2,073
8.7
1,505
Product Direction (% positive)
8.8
3,140
8.2
2,711
Features by Category
Ticket and Case Management
8.9
2208
|
Verified
8.5
1198
|
Verified
8.8
2218
|
Verified
8.4
1196
|
Verified
8.5
2131
|
Verified
8.3
1224
|
Verified
8.5
2023
|
Verified
8.3
1148
|
Verified
8.3
1789
|
Verified
8.1
974
8.5
2076
|
Verified
7.9
1162
|
Verified
8.7
1997
|
Verified
8.3
1144
|
Verified
8.2
1362
|
Verified
8.5
1021
|
Verified
Generative AI
7.3
324
7.6
172
7.4
321
7.6
171
Agentic AI - Help Desk
6.9
52
8.0
48
6.7
53
8.2
49
7.0
52
8.0
49
Communication Channels
8.6
1912
|
Verified
8.4
1015
|
Verified
8.9
2060
|
Verified
8.6
1198
|
Verified
8.4
1304
|
Verified
8.1
839
8.0
1184
|
Verified
8.0
799
|
Verified
7.9
932
|
Verified
8.1
759
Platform
8.0
1148
|
Verified
7.8
552
|
Verified
8.0
1655
|
Verified
8.3
816
|
Verified
8.6
1538
|
Verified
8.6
691
|
Verified
8.2
1132
|
Verified
8.3
608
|
Verified
8.0
1854
|
Verified
8.2
1143
|
Verified
8.3
1952
|
Verified
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
205
Not enough data
8.3
204
Not enough data
8.4
202
Not enough data
7.7
200
Not enough data
7.9
203
Not enough data
8.1
199
Not enough data
7.8
203
Predictions
Not enough data
7.3
196
Not enough data
7.7
197
Not enough data
8.2
195
Not enough data
7.4
193
Platform
Not enough data
8.5
203
Not enough data
8.3
202
Not enough data
8.4
199
Not enough data
8.5
199
Not enough data
8.2
200
Not enough data
8.8
196
Not enough data
8.9
200
Not enough data
9.0
197
Not enough data
8.8
195
Not enough data
8.9
196
Generative AI
Not enough data
7.3
168
Not enough data
7.3
166
Agentic AI - Customer Success
Not enough data
8.6
11
Not enough data
8.5
11
Not enough data
8.8
11
Not enough data
9.2
11
Not enough data
8.6
11
Administration
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Channels
8.3
349
8.5
119
7.9
329
8.3
117
7.5
320
7.5
116
Design
8.1
326
8.4
113
7.8
331
7.9
114
8.2
351
8.2
116
8.3
337
8.4
116
8.4
328
8.5
113
Generative AI
7.6
262
7.4
110
7.7
262
7.5
109
Usability
8.7
262
8.6
202
8.7
258
8.6
205
8.7
251
8.7
203
Reporting
8.6
246
8.7
202
8.5
242
8.3
196
8.6
253
8.6
199
Generative AI
7.5
179
7.6
177
7.6
179
7.6
178
Quality Assurance
Not enough data
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Engagement
Not enough data
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Performance
Not enough data
8.6
66
Not enough data
8.8
66
Generative AI
Not enough data
7.7
57
Not enough data
7.9
58
Channels
Not enough data
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Generative AI
Not enough data
7.0
216
Functions
Not enough data
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Agentic AI - Contact Center
Not enough data
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Administrative
Not enough data
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Workforce Management
Not enough data
7.8
55
Not enough data
7.8
55
Not enough data
7.3
54
Not enough data
7.7
54
Not enough data
7.6
54
Administration
Not enough data
8.2
55
Not enough data
8.3
54
Not enough data
8.4
54
Not enough data
7.6
53
Not enough data
7.6
53
Conversational Platform
8.3
429
8.5
100
8.3
375
8.6
99
8.3
368
8.0
98
8.4
304
8.2
101
Support Automation
8.4
385
8.1
99
8.4
405
8.1
98
8.2
369
8.0
99
8.2
310
7.9
96
Generative AI
7.4
205
7.4
94
7.4
202
7.4
93
Customer Support
Not enough data
8.3
141
Not enough data
7.9
136
Not enough data
8.2
136
Automation
Not enough data
8.2
139
Not enough data
8.2
140
Not enough data
8.1
139
Artificial Intelligence
Not enough data
7.6
134
Not enough data
7.6
134
Not enough data
7.3
131
Generative AI
7.8
116
7.7
107
7.9
115
7.7
106
7.6
114
7.7
107
Communication
8.8
581
|
Verified
8.5
309
|
Verified
8.7
598
|
Verified
8.6
328
|
Verified
8.7
493
|
Verified
8.4
274
|
Verified
8.5
196
8.5
276
|
Verified
8.2
200
7.8
159
Internal Use
8.0
1655
|
Verified
8.3
816
|
Verified
8.6
202
8.3
295
|
Verified
8.1
182
8.5
287
|
Verified
8.8
558
|
Verified
8.4
317
|
Verified
8.8
516
|
Verified
8.5
288
|
Verified
8.6
545
|
Verified
8.7
321
|
Verified
Generative AI
7.9
142
7.2
126
Self-Service Experience
8.7
958
8.6
591
8.6
911
8.3
578
8.3
684
8.3
527
8.2
239
7.9
213
8.4
255
8.4
223
Self-Service Platform
8.5
252
8.4
222
8.6
258
8.6
227
8.0
218
7.6
198
8.5
235
8.5
214
Agentic AI - Customer Self-Service
7.7
17
8.3
6
7.6
15
8.3
6
7.7
16
8.3
6
7.6
17
8.6
6
7.5
17
8.3
6
7.3
16
8.9
6
7.5
16
8.6
6
Generative AI
8.2(won by 0.3)
80
7.9
52
8.1(won by 0.2)
80
7.9
52
Process
8.6(tied score)
161
8.6(tied score)
242
9.3(won by 0.7)
481
8.6
262
8.6(won by 0.3)
372
8.3
223
Channels
9.2(won by 0.4)
477
8.8
271
8.7(won by 0.3)
417
8.4
246
8.8(won by 0.3)
378
8.5
229
8.5
339
8.6(won by 0.1)
230
Feature Not Available
8.6(won by default)
212
Insight
8.6(tied score)
380
8.6(tied score)
228
8.7
169
8.8(won by 0.1)
263
8.6(won by 0.1)
373
8.5
202
9.1(won by 0.4)
445
8.7
250
Generative AI
7.7
87
8.0
79
7.7
86
7.9
80
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
8.9
11
Not enough data
8.7
10
Not enough data
8.3
11
Not enough data
8.6
11
Not enough data
8.0
11
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
11
Not enough data
8.5
11
Not enough data
8.5
11
Not enough data
8.3
11
Not enough data
Automation
8.9
11
Not enough data
8.6
11
Not enough data
8.8
11
Not enough data
Autonomy
7.0
11
Not enough data
8.5
10
Not enough data
8.3
11
Not enough data
8.2
11
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, Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Shared Inbox and AI Customer Support Agents
Salesforce Service Cloud is categorized as Customer Service Automation, Contact Center Quality Assurance, Contact Center Knowledge Base, Customer Success, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
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
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
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?
2 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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