Compare Freshdesk and SAP Service Cloud 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (39.6% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,716)4.4 out of 5
Market Segments
Small-Business (48.6% 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 plansSAP Service Cloud
Star Rating
(262)4.4 out of 5
Market Segments
Mid-Market (39.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about SAP Service CloudSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user experience, with many praising its clean interface and easy navigation. Users find that it significantly reduces stress when managing multiple customer queries, thanks to features like ticket automation and a robust knowledge base.
- According to verified reviews, SAP Service Cloud is recognized for its strong SLA tracking and automated processes, which help teams stay on top of deadlines. Users appreciate the AI capabilities that enhance ticket management and provide quick responses, making it a solid choice for organizations focused on efficiency.
- Users say that Freshdesk's implementation process is notably quick and intuitive, allowing new hires to get up to speed without extensive training. This ease of onboarding is a significant advantage for teams looking to minimize downtime and maximize productivity.
- Reviewers mention that while SAP Service Cloud offers valuable customization tools, some users find it less user-friendly compared to Freshdesk. The ability to tailor the system is appreciated, but it may require more effort to achieve the desired setup.
- G2 reviewers highlight Freshdesk's strong market presence, particularly among small businesses, where it meets the needs of teams looking for a cost-effective solution. Its entry-level pricing and extensive feature set make it an attractive option for smaller organizations.
- According to recent feedback, SAP Service Cloud shines in providing a 360° view of customer interactions, which is crucial for mid-market companies. Its omnichannel support and real-time insights are valuable for teams that require comprehensive customer engagement strategies.
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
SAP Service Cloud
No pricing availableFree Trial
Freshdesk
Free Trial is available
SAP Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.6
3,257
8.8
220
Ease of Use
8.9
3,279
8.6
229
Ease of Setup
8.6
2,336
8.1
146
Ease of Admin
8.7
2,198
8.3
70
Quality of Support
8.7
3,154
8.8
216
Has the product been a good partner in doing business?
8.8
2,121
8.8
68
Product Direction (% positive)
8.8
3,229
9.4
222
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
8.9
98
8.8
2254
|
Verified
8.8
99
8.5
2179
|
Verified
8.7
104
8.5
2058
|
Verified
8.5
94
8.3
1807
|
Verified
8.6
91
8.5
2089
|
Verified
8.6
89
8.7
2018
|
Verified
8.8
91
8.3
1372
|
Verified
8.8
98
Generative AI
7.3
328
8.3
34
7.4
324
8.5
34
Agentic AI - Help Desk
7.1
58
8.8
22
6.8
57
8.7
22
7.2
56
8.9
22
Communication Channels
8.6
1925
|
Verified
9.0
90
8.9
2087
|
Verified
8.7
93
8.4
1313
|
Verified
8.7
93
8.0
1190
|
Verified
8.5
85
7.9
935
|
Verified
8.3
88
Platform
8.1
1156
|
Verified
8.3
91
8.1
1658
|
Verified
8.2
96
8.6
1548
|
Verified
8.9
90
8.3
1149
|
Verified
8.6
94
8.0
1875
|
Verified
8.7
91
8.3
1962
|
Verified
8.9
91
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Conversational Platform
8.3
432
8.5
66
8.3
378
8.8
60
8.3
371
8.7
60
8.4
307
8.6
62
Support Automation
8.4
388
8.5
62
8.4
408
8.9
60
8.3
373
8.8
60
8.2
314
8.7
64
Generative AI
7.4
207
8.5
17
7.4
203
8.7
17
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
600
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
8.2
96
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
518
|
Verified
Not enough data
8.6
546
|
Verified
Not enough data
Generative AI
7.9
140
8.6
26
Self-Service Experience
8.7
960
8.7
98
8.6
912
8.6
95
8.3
684
8.5
95
8.2
239
8.3
93
8.4
257
8.4
101
Self-Service Platform
8.5
253
8.6
98
8.7
261
8.7
101
8.0
222
8.4
97
8.5
238
8.4
98
Agentic AI - Customer Self-Service
7.7
16
8.3
10
7.7
15
9.0
10
7.9
16
8.8
10
7.7
17
9.2
10
7.6
17
9.2
10
7.6
16
8.5
10
7.8
16
8.8
10
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
9.3
16
7.7
85
9.3
17
Customer Query Resolution - AI Customer Support Agents
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
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
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 SAP Service Cloud are categorized as Digital Customer Service Platforms, Help Desk, Conversational Support, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Shared Inbox, Complaint Management, Customer Communications Management, Social Customer Service, and Live Chat
SAP Service Cloud has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SAP 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
58.2%
Information Technology and Services
22.9%
Computer Software
9.7%
Accounting
4.7%
Telecommunications
4.2%
Computer & Network Security
3.4%
Other
55.1%
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
SAP Service Cloud has no discussions with answers
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