Compare Freshdesk, Salesforce Service Cloud, and Zoho Desk

Pricing

 
Sprout
Free
for UNLIMITED agents
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
FREE
$0
/agent/month
 
Blossom
$19
/ agent / month billed annually
Professional Edition
$ 75 USD
Per user/month (billed annually)
PROFESSIONAL
$12
/agent/month
 
Garden
$35
/ agent / month billed annually
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
ENTERPRISE
$25
/agent/month
 
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
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
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.5
8.5
8.7
Ease of Use
Ease of Use
8.8
8.0
8.5
Ease of Setup
Ease of Setup
8.6
7.6
8.1
Ease of Admin
Ease of Admin
8.7
8.0
8.4
Quality of Support
Quality of Support
8.9
8.1
8.2
Ease of Doing Business With
Ease of Doing Business With
8.9
8.4
8.5
Product Direction (% positive)
Product Direction (% positive)
8.7
7.8
8.7
Meets Requirements
Freshdesk
8.5
Salesforce Service Cloud
8.5
Zoho Desk
8.7
Ease of Use
Freshdesk
8.8
Salesforce Service Cloud
8.0
Zoho Desk
8.5
Ease of Setup
Freshdesk
8.6
Salesforce Service Cloud
7.6
Zoho Desk
8.1
Ease of Admin
Freshdesk
8.7
Salesforce Service Cloud
8.0
Zoho Desk
8.4
Quality of Support
Freshdesk
8.9
Salesforce Service Cloud
8.1
Zoho Desk
8.2
Ease of Doing Business With
Freshdesk
8.9
Salesforce Service Cloud
8.4
Zoho Desk
8.5
Product Direction (% positive)
Freshdesk
8.7
Salesforce Service Cloud
7.8
Zoho Desk
8.7

Features

Ticket and Case Management
Ticket creation user experience
Freshdesk
8.9
Salesforce Service Cloud
8.3
Zoho Desk
8.7
Ticket response user experience
Freshdesk
8.8
Salesforce Service Cloud
8.2
Zoho Desk
8.5
Workflow
Freshdesk
8.4
Salesforce Service Cloud
8.1
Zoho Desk
8.2
Response Automation
Freshdesk
8.5
Salesforce Service Cloud
8.1
Zoho Desk
8.4
SLA Management
Freshdesk
8.2
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Attachments/Screencasts
Freshdesk
8.4
Salesforce Service Cloud
7.7
Zoho Desk
8.3
Ticket Collaboration
Freshdesk
8.6
Salesforce Service Cloud
8.1
Zoho Desk
8.6
Knowledge Share
Knowledge Base
Freshdesk
8.8
Salesforce Service Cloud
8.5
Zoho Desk
8.7
Searchable Articles
Freshdesk
8.6
Salesforce Service Cloud
8.3
Zoho Desk
8.7
Community Forums
Freshdesk
8.5
Salesforce Service Cloud
8.3
Zoho Desk
8.4
Interactive FAQs & Forums
Freshdesk
8.5
Salesforce Service Cloud
8.1
Zoho Desk
8.6
Communication
Pop-up Chat
Freshdesk
9.1
Salesforce Service Cloud
8.6
Zoho Desk
9.0
Notifications
Freshdesk
8.8
Salesforce Service Cloud
8.4
Zoho Desk
8.9
Targeted Emails
Freshdesk
9.0
Salesforce Service Cloud
8.5
Zoho Desk
8.9
In-App Messaging
Freshdesk
Not enough data available
Salesforce Service Cloud
8.6
Zoho Desk
8.9
Process
Mentions
Freshdesk
Not enough data available
Salesforce Service Cloud
8.8
Zoho Desk
9.0
Tickets
Freshdesk
9.4
Salesforce Service Cloud
8.7
Zoho Desk
9.1
Macros
Freshdesk
8.9
Salesforce Service Cloud
8.4
Zoho Desk
8.6
Collaboration
Freshdesk
9.2
Salesforce Service Cloud
8.8
Zoho Desk
8.9
Interaction
Web Portals
Freshdesk
7.2
Salesforce Service Cloud
8.4
Zoho Desk
8.6
Forum to Reponse
Freshdesk
8.5
Salesforce Service Cloud
8.4
Zoho Desk
8.5
Tickets and Tagging
Freshdesk
8.8
Salesforce Service Cloud
8.6
Zoho Desk
8.8
Live Chat
Freshdesk
8.8
Salesforce Service Cloud
8.3
Zoho Desk
8.7
Internal Use
Customization
Freshdesk
8.0
Salesforce Service Cloud
8.2
Zoho Desk
8.3
Conversation Archiving
Freshdesk
Not enough data available
Salesforce Service Cloud
8.6
Zoho Desk
9.0
Lead Development
Freshdesk
Not enough data available
Salesforce Service Cloud
8.4
Zoho Desk
9.0
Knowledge Base
Freshdesk
8.9
Salesforce Service Cloud
8.1
Zoho Desk
8.8
Team Inbox
Freshdesk
8.9
Salesforce Service Cloud
8.7
Zoho Desk
8.8
Customer Profiles
Freshdesk
8.7
Salesforce Service Cloud
8.6
Zoho Desk
8.8
Channels
Email
Freshdesk
9.3
Salesforce Service Cloud
8.8
Zoho Desk
9.2
Social
Freshdesk
8.9
Salesforce Service Cloud
8.4
Zoho Desk
8.8
Live Chat
Freshdesk
9.1
Salesforce Service Cloud
8.5
Zoho Desk
9.0
Phone
Freshdesk
8.8
Salesforce Service Cloud
8.6
Zoho Desk
8.8
Text
Freshdesk
Not enough data available
Salesforce Service Cloud
8.6
Zoho Desk
9.1
Insight
Surveys
Freshdesk
8.9
Salesforce Service Cloud
8.5
Zoho Desk
8.9
Reporting
Freshdesk
Not enough data available
Salesforce Service Cloud
8.9
Zoho Desk
9.0
Visitor Activity
Freshdesk
8.9
Salesforce Service Cloud
8.6
Zoho Desk
8.9
Help Desk
Freshdesk
9.2
Salesforce Service Cloud
8.8
Zoho Desk
9.2
Communication Channels
Customer Portal
Freshdesk
8.6
Salesforce Service Cloud
8.3
Zoho Desk
8.4
Email to Case
Freshdesk
8.9
Salesforce Service Cloud
8.5
Zoho Desk
8.7
Chat/Live Support
Freshdesk
8.5
Salesforce Service Cloud
8.0
Zoho Desk
8.5
Social Integration
Freshdesk
8.3
Salesforce Service Cloud
8.0
Zoho Desk
8.5
Call Center
Make, Receive, and Record Calls
Freshdesk
8.3
Salesforce Service Cloud
8.1
Zoho Desk
8.4
Customer and Contacts Database
Freshdesk
8.0
Salesforce Service Cloud
8.3
Zoho Desk
8.3
Products and Version Tracking
Freshdesk
8.3
Salesforce Service Cloud
8.1
Zoho Desk
8.4
Call Scripting
Freshdesk
8.2
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Interactive Voice Response (IVR)
Freshdesk
8.4
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Self Service/Community
Forums
Freshdesk
8.3
Salesforce Service Cloud
8.1
Zoho Desk
8.3
Knowledge Base
Freshdesk
8.5
Salesforce Service Cloud
8.2
Zoho Desk
8.4
Ideas/Feedback
Freshdesk
8.4
Salesforce Service Cloud
8.1
Zoho Desk
8.4
Q&A
Freshdesk
8.6
Salesforce Service Cloud
8.1
Zoho Desk
8.5
Reporting & Analytics
Social Monitoring
Freshdesk
8.3
Salesforce Service Cloud
8.1
Zoho Desk
8.5
Reporting
Freshdesk
7.9
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Dashboards
Freshdesk
8.2
Salesforce Service Cloud
8.0
Zoho Desk
8.5
Platform
Mobile User Support
Freshdesk
8.1
Salesforce Service Cloud
7.8
Zoho Desk
8.4
ITIL Compliance
Freshdesk
8.3
Salesforce Service Cloud
8.2
Zoho Desk
8.5
Customization
Freshdesk
8.0
Salesforce Service Cloud
8.2
Zoho Desk
8.3
User, Role, and Access Management
Freshdesk
8.5
Salesforce Service Cloud
8.4
Zoho Desk
8.5
Internationalization
Freshdesk
8.1
Salesforce Service Cloud
8.0
Zoho Desk
8.2
Performance & Reliability
Freshdesk
8.8
Salesforce Service Cloud
8.3
Zoho Desk
8.7
Integration APIs
Freshdesk
8.2
Salesforce Service Cloud
8.0
Zoho Desk
8.5

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
52.5%
24.4%
70.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.6%
41.3%
23.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.9%
34.3%
5.7%
Freshdesk
Small-Business
52.5%
Mid-Market
36.6%
Enterprise
10.9%
Salesforce Service Cloud
Small-Business
24.4%
Mid-Market
41.3%
Enterprise
34.3%
Zoho Desk
Small-Business
70.5%
Mid-Market
23.9%
Enterprise
5.7%

Reviewers' Industry

 
Information Technology and Services
20.4%
Information Technology and Services
14.7%
Information Technology and Services
23.4%
 
Computer Software
13.9%
Computer Software
14.2%
Computer Software
10.5%
 
Internet
5.8%
Internet
8.0%
Telecommunications
3.9%
 
Education Management
3.7%
Hospital & Health Care
3.6%
Internet
3.9%
 
E-Learning
3.4%
Financial Services
3.4%
Marketing and Advertising
3.8%
 
Other
52.8%
Other
56.1%
Other
54.5%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.8%
Education Management
3.7%
E-Learning
3.4%
Other
52.8%
Salesforce Service Cloud
Information Technology and Services
14.7%
Computer Software
14.2%
Internet
8.0%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
56.1%
Zoho Desk
Information Technology and Services
23.4%
Computer Software
10.5%
Telecommunications
3.9%
Internet
3.9%
Marketing and Advertising
3.8%
Other
54.5%

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...

G2 User in Maritime

It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!

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

They do not offer a WYSIWYG editor globally.

Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

 
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
Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

Zoho Desk
Most Helpful Favorable Review
G2 User in Maritime

It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!

Most Helpful Critical Review
G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

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.

Zoho Desk
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