# Freshdesk vs Salesforce Data 360 (formerly Data Cloud) Comparison

| | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 3,752 | 312 | 
| **Largest Market Segment** | Small-Business (48.7% of reviews) | Enterprise (40.7% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | $500.00 100000 Credits | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (352 reviews)
- Features (237 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

### Salesforce Data 360 (formerly Data Cloud)

Pros:
- Platform Integration (79 reviews)
- Ease of Use (56 reviews)

Cons:
- Learning Curve (53 reviews)
- Expensive (44 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3283 reviews) | 8.9 (101 reviews) | 
  | **Ease of Use** | 8.9 (3308 reviews) | 7.7 (241 reviews) | 
  | **Ease of Setup** | 8.6 (2364 reviews) | 7.2 (206 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.5 (49 reviews) | 
  | **Quality of Support** | 8.7 (3182 reviews) | 8.5 (96 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 9.2 (48 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3252 reviews) | 9.0 (96 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### Salesforce Data 360 (formerly Data Cloud)

#### Entry-Level Pricing

Plan: Consumption Credits

Price: $500.00 100000 Credits

Description: List Price

Key Features:
- Data Services
- Segmentation & Activation

[Learn more about Salesforce Data 360 (formerly Data Cloud)](https://www.g2.com/products/salesforce-data-360-formerly-data-cloud/reviews)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2595 |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Ticket and Case Management

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2255 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.8 (2267 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.5 (2194 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.5 (2069 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.3 (1810 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | 8.5 (2094 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.7 (2028 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.3 (1379 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **AI Text Generation** | 7.3 (330 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (325 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (57 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.9 (57 reviews) | Not enough data | 
| **Proactive Assistance** | 7.2 (56 reviews) | Not enough data | 

#### Communication Channels

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Customer Portal** | 8.6 (1927 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.4 (1318 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | 8.0 (1192 reviews) ✓ Verified | Not enough data | 
| **Voice** | 7.9 (937 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Mobile User Support** | 8.1 (1160 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.6 (1551 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (1158 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.0 (1881 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1967 reviews) ✓ Verified | Not enough data | 

### Data Management Platform (DMP)

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Salesforce Data 360 (formerly Data Cloud)** | 9.4/10 | 10 |

#### Data Integration

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **1st-Party Data Integration** | Not enough data | 10.0 (6 reviews) | 
| **2nd-Party Data Integration** | Not enough data | 10.0 (5 reviews) | 
| **3rd-Party Data Integration** | Not enough data | 9.7 (5 reviews) | 
| **Offline Data Integration** | Not enough data | 8.0 (5 reviews) | 
| **Mobile Data Integration** | Not enough data | 9.3 (5 reviews) | 
| **Data Export Tools** | Not enough data | 10.0 (5 reviews) | 

#### Agentic AI - Data Management Platform (DMP)

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.9 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 9.2 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 9.8 (7 reviews) | 
| **Adaptive Learning** | Not enough data | 9.4 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 9.2 (6 reviews) | 
| **Decision Making** | Not enough data | 8.6 (6 reviews) | 

#### Data Analysis & Optimization

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Audience Segmentation** | Not enough data | 10.0 (6 reviews) | 
| **Recommendations** | Not enough data | 9.2 (6 reviews) | 
| **Standard Dashboards** | Not enough data | 8.6 (6 reviews) | 
| **Custom Reports** | Not enough data | 9.4 (6 reviews) | 

#### Platform

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Data Permissions** | Not enough data | 8.9 (6 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.0 (7 reviews) | 
| **Performance and Reliability** | Not enough data | 9.3 (7 reviews) | 
| **Enterprise Scalability** | Not enough data | 9.5 (7 reviews) | 
| **Internationalization** | Not enough data | 10.0 (5 reviews) | 

### Data Governance

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Salesforce Data 360 (formerly Data Cloud)** | 8.9/10 | 11 |

#### Administration

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Data Modelling** | Not enough data | 9.2 (8 reviews) | 
| **Recommendations** | Not enough data | 8.8 (7 reviews) | 
| **Workflow Management** | Not enough data | 8.1 (7 reviews) | 
| **Dashboards and Visualizations** | Not enough data | 8.3 (7 reviews) | 

#### Management

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Business Glossary** | Not enough data | 8.3 (7 reviews) | 
| **Data Discovery** | Not enough data | 9.0 (7 reviews) | 
| **Data Profililng** | Not enough data | 8.8 (8 reviews) | 
| **Reporting and Visualization** | Not enough data | 8.3 (7 reviews) | 
| **Data Lineage** | Not enough data | 8.3 (6 reviews) | 

#### Compliance

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Sensitive Data Compliance** | Not enough data | 9.4 (8 reviews) | 
| **Training and Guidelines** | Not enough data | 9.0 (7 reviews) | 
| **Policy Enforcement** | Not enough data | 9.3 (7 reviews) | 
| **Compliance Monitoring** | Not enough data | 10.0 (6 reviews) | 

#### Security

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Access Control** | Not enough data | 9.3 (7 reviews) | 
| **Roles Management** | Not enough data | 8.8 (7 reviews) | 
| **Compliance Management** | Not enough data | 9.3 (7 reviews) | 

#### Data Quality

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Data Preparation** | Not enough data | 9.4 (8 reviews) | 
| **Data Distribution** | Not enough data | 8.8 (7 reviews) | 
| **Data Unification** | Not enough data | 9.7 (10 reviews) | 

#### Maintainence

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Data Quality Management** | Not enough data | 9.0 (7 reviews) | 
| **Policy Management** | Not enough data | 9.0 (7 reviews) | 

#### Generative AI

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (7 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (7 reviews) | 

#### Agentic AI - Data Governance

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (7 reviews) | 
| **Multi-step Planning** | Not enough data | 8.3 (7 reviews) | 
| **Cross-system Integration** | Not enough data | 9.0 (7 reviews) | 
| **Adaptive Learning** | Not enough data | 9.0 (7 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (7 reviews) | 
| **Decision Making** | Not enough data | 9.4 (6 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 404 |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Channels

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (335 reviews) | Not enough data | 
| **Physical Media** | 7.5 (323 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (263 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Customer Data Platform (CDP)

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Salesforce Data 360 (formerly Data Cloud)** | 8.8/10 | 100 |

#### Data Sourcing

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Data Enrichment** | Not enough data | 8.9 (35 reviews) | 
| **Expandability** | Not enough data | 9.3 (89 reviews) | 
| **Content Marketing** | Not enough data | 8.5 (28 reviews) | 
| **Multiple Devices** | Not enough data | 9.1 (30 reviews) | 

#### Intelligence

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Marketing Metrics** | Not enough data | 8.7 (33 reviews) | 
| **Predictive Modeling** | Not enough data | 8.7 (29 reviews) | 
| **Recommendation Engine** | Not enough data | 8.6 (33 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (222 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (225 reviews) | Not enough data | 
| **Workflows** | 8.7 (229 reviews) | Not enough data | 
| **Templates** | 8.7 (232 reviews) | Not enough data | 
| **Integrations** | 8.3 (209 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 

### Audience Intelligence Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Salesforce Data 360 (formerly Data Cloud)** | 9.6/10 | 12 |

#### Audiences

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Audience Insights** | Not enough data | 10.0 (7 reviews) | 
| **Influencer Identification** | Not enough data | 9.2 (6 reviews) | 
| **Buyer Personas** | Not enough data | 9.5 (7 reviews) | 
| **Segmentation** | Not enough data | 9.7 (10 reviews) | 

#### Data Analysis

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Network Analysis** | Not enough data | 9.2 (6 reviews) | 
| **Dashboards** | Not enough data | 9.4 (6 reviews) | 
| **Visualizations** | Not enough data | 9.7 (6 reviews) | 
| **Advanced Filtering** | Not enough data | 9.3 (7 reviews) | 

#### Administration

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Marketing Integrations** | Not enough data | 9.2 (8 reviews) | 
| **Ad Integrations** | Not enough data | 9.4 (6 reviews) | 
| **Data Exporting** | Not enough data | 9.2 (6 reviews) | 

#### Agentic AI - Audience Intelligence Platforms

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.9 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 8.8 (10 reviews) | 
| **Adaptive Learning** | Not enough data | 8.9 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 8.9 (6 reviews) | 

### Master Data Management (MDM)

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Salesforce Data 360 (formerly Data Cloud)** | 10.0/10 | 6 |

#### Management

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Hierarchy Management** | Not enough data | Not enough data | 
| **Reference Data Management** | Not enough data | Not enough data | 
| **Data Lineage** | Not enough data | Not enough data | 
| **Metadata Management** | Not enough data | Not enough data | 

#### Functionality 

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Multi-Domain** | Not enough data | Not enough data | 
| **Match & Merge** | Not enough data | Not enough data | 
| **Relationship Mapping** | Not enough data | Not enough data | 
| **User Interface** | Not enough data | Not enough data | 

#### Security

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Data Governance** | Not enough data | 10.0 (5 reviews) | 
| **Data Masking** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (378 reviews) | Not enough data | 
| **Contextual Engagement** | 8.3 (371 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (307 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | Not enough data | 
| **Seamless Escalation** | 8.4 (408 reviews) | Not enough data | 
| **Transcripts** | 8.3 (373 reviews) | Not enough data | 
| **Self-Serve Support** | 8.2 (314 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1886 |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (114 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Not enough data | 

#### Communication

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (199 reviews) | Not enough data | 
| **Co-Browsing** | 8.2 (202 reviews) | Not enough data | 

####  Internal Use

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.6 (203 reviews) | Not enough data | 
| **Lead Development** | 8.2 (186 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | Not enough data | 
| **Searchable Articles** | 8.6 (911 reviews) | Not enough data | 
| **Community Forums** | 8.3 (682 reviews) | Not enough data | 
| **Mobile Optimization** | 8.2 (238 reviews) | Not enough data | 
| **Personalization** | 8.4 (255 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | Not enough data | 
| **Automation** | 8.6 (260 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.0 (220 reviews) | Not enough data | 
| **Integrations** | 8.4 (237 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | Not enough data | 
| **Multi-step Planning** | 7.7 (15 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (16 reviews) | Not enough data | 
| **Adaptive Learning** | 7.7 (17 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.6 (17 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (16 reviews) | Not enough data | 
| **Decision Making** | 7.8 (16 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | Not enough data | 
| **Tickets** | 9.3 (485 reviews) | Not enough data | 
| **Macros** | 8.6 (372 reviews) | Not enough data | 

#### Channels

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | Not enough data | 
| **Social** | 8.7 (416 reviews) | Not enough data | 
| **Live Chat** | 8.8 (377 reviews) | Not enough data | 
| **Phone** | 8.5 (341 reviews) | Not enough data | 
| **Text** | 8.3 (59 reviews) | Not enough data | 

#### Insight

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | Not enough data | 
| **Reporting** | 8.7 (170 reviews) | Not enough data | 
| **Visitor Activity** | 8.6 (374 reviews) | Not enough data | 
| **Help Desk** | 9.1 (446 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (85 reviews) | Not enough data | 

### Identity Resolution

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Salesforce Data 360 (formerly Data Cloud)** | 8.5/10 | 17 |

#### Agentic AI - Firewall Software

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.2 (16 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (16 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories

**Unique to Freshdesk (10):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Salesforce Data 360 (formerly Data Cloud) (7):** [Audience Intelligence Platforms ](https://www.g2.com/categories/audience-intelligence-platforms), [Identity Resolution Software](https://www.g2.com/categories/identity-resolution), [Customer Data Platforms (CDP)](https://www.g2.com/categories/customer-data-platform-cdp), [Data Management Platforms (DMP)](https://www.g2.com/categories/data-management-platform-dmp), [Master Data Management (MDM) Tools](https://www.g2.com/categories/master-data-management-mdm), [Data Governance Tools](https://www.g2.com/categories/data-governance-tools), [Data Management Software](https://www.g2.com/categories/data-management-software)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Salesforce Data 360 (formerly Data Cloud) | 
|---|---|---|
| **Small-Business** | 48.7% | 19.3% | 
| **Mid-Market** | 39.7% | 40.0% | 
| **Enterprise** | 11.6% | 40.7% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.7%
- **Retail:** 3.3%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.5%

#### Salesforce Data 360 (formerly Data Cloud)

- **Information Technology and Services:** 14.2%
- **Financial Services:** 8.6%
- **Computer Software:** 7.9%
- **Manufacturing:** 5.6%
- **Consulting:** 5.2%
- **Hospital & Health Care:** 3.4%
- **Marketing and Advertising:** 3.4%
- **Non-Profit Organization Management:** 3.4%
- **Computer & Network Security:** 3.0%
- **Retail:** 3.0%
- **Other:** 42.3%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2500 reviews)
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- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3887 reviews)
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- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7780 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)

### Alternatives to Salesforce Data 360 (formerly Data Cloud)

- [Twilio Segment](https://www.g2.com/products/twilio-segment/reviews) — 4.5/5 stars (567 reviews)
- [Tealium Customer Data Hub](https://www.g2.com/products/tealium-customer-data-hub/reviews) — 4.3/5 stars (479 reviews)
- [Hightouch](https://www.g2.com/products/hightouch/reviews) — 4.6/5 stars (399 reviews)
- [Insider One](https://www.g2.com/products/insider-one/reviews) — 4.8/5 stars (1413 reviews)
- [Klaviyo](https://www.g2.com/products/klaviyo/reviews) — 4.5/5 stars (1357 reviews)
- [Bloomreach](https://www.g2.com/products/bloomreach-bloomreach/reviews) — 4.6/5 stars (774 reviews)
- [WebEngage](https://www.g2.com/products/webengage/reviews) — 4.5/5 stars (767 reviews)
- [Dotdigital](https://www.g2.com/products/dotdigital/reviews) — 4.4/5 stars (1226 reviews)
- [Databricks](https://www.g2.com/products/databricks/reviews) — 4.6/5 stars (1348 reviews)
- [Customer.io](https://www.g2.com/products/customer-io/reviews) — 4.4/5 stars (845 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"

### Salesforce Data 360 (formerly Data Cloud)

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-salesforce-data-360-formerly-data-cloud)