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Compare Freshdesk and SAP Service Cloud 
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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Mid-Market (39.5% of reviews)
Entry-Level Pricing
$15.00 Per Month
No pricing available
Freshdesk
Star Rating
(3,610)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansSAP Service Cloud
Star Rating
(239)4.4 out of 5
Market Segments
Mid-Market (39.5% 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.
- Users report that both Freshdesk and SAP Service Cloud have a star rating of 4.4, indicating a strong overall satisfaction among users. However, Freshdesk is particularly favored by small businesses, with 48.3% of reviews coming from this segment, while SAP Service Cloud is more popular among mid-market companies, accounting for 39.2% of reviews.
- Reviewers mention that Freshdesk's entry-level price of $15.00 makes it an attractive option for small businesses looking for cost-effective solutions, while SAP Service Cloud does not disclose its entry-level pricing, which may deter budget-conscious buyers.
- Users on G2 highlight that Freshdesk excels in ease of use with a score of 8.8, compared to SAP Service Cloud's 8.7. Reviewers appreciate Freshdesk's intuitive interface, which simplifies ticket management and customer interactions.
- Reviewers mention that SAP Service Cloud outperforms Freshdesk in product direction with a score of 9.5, indicating a more positive outlook on future developments. Users appreciate SAP's commitment to innovation and enhancements in their service offerings.
- Users say that Freshdesk's ticket collaboration features score 8.7, while SAP Service Cloud scores slightly higher at 8.8. Reviewers appreciate the seamless communication and collaboration tools in both platforms, but SAP's offering is noted for its superior integration capabilities.
- G2 users report that while both platforms provide robust automation features, Freshdesk scores 8.6 compared to SAP Service Cloud's 8.7. Reviewers mention that SAP's automation tools are more advanced, particularly in SLA management and proactive engagement, making it a better choice for larger organizations with complex needs.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
SAP Service Cloud
No pricing availableFree Trial
Freshdesk
Free Trial is available
SAP Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.6
3,175
8.9
207
Ease of Use
8.8
3,197
8.7
215
Ease of Setup
8.6
2,258
8.2
133
Ease of Admin
8.7
2,152
8.3
70
Quality of Support
8.7
3,074
8.9
202
Has the product been a good partner in doing business?
8.8
2,077
8.8
68
Product Direction (% positive)
8.8
3,150
9.5
210
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
8.9
93
8.8
2226
|
Verified
8.8
93
8.5
2139
|
Verified
8.7
96
8.5
2033
|
Verified
8.5
93
8.3
1797
|
Verified
8.6
89
8.5
2085
|
Verified
8.6
89
8.7
2007
|
Verified
8.8
91
8.2
1371
|
Verified
8.8
89
Generative AI
7.3
330
8.4
33
7.4
327
8.5
34
Agentic AI - Help Desk
7.1
59
8.8
22
6.9
59
8.7
22
7.2
57
8.9
22
Communication Channels
8.6
1920
|
Verified
9.0
90
8.9
2068
|
Verified
8.8
90
8.4
1312
|
Verified
8.7
90
8.0
1193
|
Verified
8.5
84
7.9
940
|
Verified
8.3
85
Platform
8.0
1156
|
Verified
8.3
90
8.1
1663
|
Verified
8.2
95
8.6
1546
|
Verified
8.9
89
8.2
1140
|
Verified
8.6
89
8.0
1861
|
Verified
8.7
89
8.3
1960
|
Verified
8.9
89
Channels
8.3
353
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
342
Not enough data
8.4
332
Not enough data
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
434
8.5
65
8.3
380
8.8
60
8.3
372
8.7
60
8.4
308
8.6
62
Support Automation
8.4
389
8.5
62
8.4
410
8.9
60
8.2
373
8.8
59
8.2
314
8.7
64
Generative AI
7.4
209
8.5
17
7.4
206
8.7
17
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
495
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1663
|
Verified
8.2
95
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
144
8.6
26
Self-Service Experience
8.7
960
8.7
97
8.6
913
8.6
95
8.3
687
8.5
95
8.2
241
8.3
93
8.4
258
8.4
101
Self-Service Platform
8.5
254
8.6
98
8.6
261
8.7
100
8.0
221
8.4
97
8.5
237
8.4
98
Agentic AI - Customer Self-Service
7.9
20
8.3
10
7.7
17
9.0
10
7.9
18
8.8
10
7.6
19
9.2
10
7.7
20
9.2
10
7.5
19
8.5
10
7.8
19
8.8
10
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
164
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
480
Not enough data
8.7(won by default)
420
Not enough data
8.8(won by default)
381
Not enough data
8.5(won by default)
341
Not enough data
8.2(won by default)
55
Not enough data
Insight
8.6(won by default)
383
Not enough data
8.7(won by default)
171
Not enough data
8.6(won by default)
374
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
87
9.3
16
7.7
86
9.4
16
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.2
13
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Not enough data
Automation
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
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
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Information Technology and Services
23.8%
Computer Software
9.9%
Accounting
4.9%
Telecommunications
3.6%
Computer & Network Security
3.6%
Other
54.3%
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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