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Compare Inbenta, Salesforce Service Cloud, and Freshdesk

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Sprout
Free
for UNLIMITED agents
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Blossom
$19
/ agent / month billed annually
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Garden
$35
/ agent / month billed annually
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Free Trial
Inbenta
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
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

Ratings

Meets Requirements
Meets Requirements
8.2
8.5
8.5
Ease of Use
Ease of Use
8.5
8.0
8.8
Ease of Setup
Ease of Setup
9.1
7.5
8.6
Ease of Admin
Ease of Admin
8.3
8.0
8.7
Quality of Support
Quality of Support
9.4
8.1
8.9
Ease of Doing Business With
Ease of Doing Business With
9.8
8.4
8.9
Product Direction (% positive)
Product Direction (% positive)
9.0
7.8
8.6
Meets Requirements
Inbenta
8.2
Salesforce Service Cloud
8.5
Freshdesk
8.5
Ease of Use
Inbenta
8.5
Salesforce Service Cloud
8.0
Freshdesk
8.8
Ease of Setup
Inbenta
9.1
Salesforce Service Cloud
7.5
Freshdesk
8.6
Ease of Admin
Inbenta
8.3
Salesforce Service Cloud
8.0
Freshdesk
8.7
Quality of Support
Inbenta
9.4
Salesforce Service Cloud
8.1
Freshdesk
8.9
Ease of Doing Business With
Inbenta
9.8
Salesforce Service Cloud
8.4
Freshdesk
8.9
Product Direction (% positive)
Inbenta
9.0
Salesforce Service Cloud
7.8
Freshdesk
8.6

Features

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

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
25.0%
24.8%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
50.0%
41.0%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
25.0%
34.3%
10.9%
Inbenta
Small-Business
25.0%
Mid-Market
50.0%
Enterprise
25.0%
Salesforce Service Cloud
Small-Business
24.8%
Mid-Market
41.0%
Enterprise
34.3%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Internet
41.7%
Information Technology and Services
14.7%
Information Technology and Services
20.4%
 
Information Technology and Services
33.3%
Computer Software
14.2%
Computer Software
13.9%
 
Computer Software
16.7%
Internet
8.1%
Internet
5.9%
 
Government Administration
8.3%
Hospital & Health Care
3.6%
Education Management
3.7%
 
Financial Services
3.4%
E-Learning
3.4%
 
Other
0.0%
Other
55.9%
Other
52.6%
Inbenta
Internet
41.7%
Information Technology and Services
33.3%
Computer Software
16.7%
Government Administration
8.3%
Other
0.0%
Salesforce Service Cloud
Information Technology and Services
14.7%
Computer Software
14.2%
Internet
8.1%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
55.9%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.6%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Larisa M.
Administrator in Computer Software

While the natural language search is great, my favorite thing about Inbenta is all the metrics I can get, particularly around contact deflection. It was also very easy to implement in my knowledge base.

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...

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
Most Helpful Critical Review
Jessica C.
Industry Analyst / Tech Writer in Information Technology and Services

I dislike the fact that some of our commonly used words are difficult to configure in the Inbenta linguistic database.

Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
Inbenta
Most Helpful Favorable Review
Larisa M.
Administrator in Computer Software

While the natural language search is great, my favorite thing about Inbenta is all the metrics I can get, particularly around contact deflection. It was also very easy to implement in my knowledge base.

Most Helpful Critical Review
Jessica C.
Industry Analyst / Tech Writer in Information Technology and Services

I dislike the fact that some of our commonly used words are difficult to configure in the Inbenta linguistic database.

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
Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

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.

Screenshots

 
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Videos

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Inbenta
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Salesforce Service Cloud

Happy customers. Let’s make them happier with Service Cloud.

Freshdesk
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