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Compare KANA Enterprise, 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 Unavailable
Free Trial
Free Trial
KANA Enterprise
Free Trial Unavailable
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
8.0
8.5
8.5
Ease of Use
Ease of Use
8.3
8.0
8.8
Ease of Setup
Ease of Setup
6.4
7.5
8.6
Ease of Admin
Ease of Admin
6.7
8.0
8.7
Quality of Support
Quality of Support
7.5
8.1
8.9
Ease of Doing Business With
Ease of Doing Business With
6.7
8.4
8.8
Product Direction (% positive)
Product Direction (% positive)
6.8
7.8
8.6
Meets Requirements
KANA Enterprise
8.0
Salesforce Service Cloud
8.5
Freshdesk
8.5
Ease of Use
KANA Enterprise
8.3
Salesforce Service Cloud
8.0
Freshdesk
8.8
Ease of Setup
KANA Enterprise
6.4
Salesforce Service Cloud
7.5
Freshdesk
8.6
Ease of Admin
KANA Enterprise
6.7
Salesforce Service Cloud
8.0
Freshdesk
8.7
Quality of Support
KANA Enterprise
7.5
Salesforce Service Cloud
8.1
Freshdesk
8.9
Ease of Doing Business With
KANA Enterprise
6.7
Salesforce Service Cloud
8.4
Freshdesk
8.8
Product Direction (% positive)
KANA Enterprise
6.8
Salesforce Service Cloud
7.8
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Freshdesk
8.4
Response Automation
KANA Enterprise
7.7
Salesforce Service Cloud
8.1
Freshdesk
8.5
SLA Management
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Freshdesk
8.2
Attachments/Screencasts
KANA Enterprise
8.0
Salesforce Service Cloud
7.7
Freshdesk
8.4
Ticket Collaboration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Freshdesk
8.6
Ticket creation user experience
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Freshdesk
8.9
Ticket response user experience
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Freshdesk
8.8
Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Freshdesk
8.8
Searchable Articles
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Freshdesk
8.6
Community Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Freshdesk
8.4
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Freshdesk
8.5
Communication
Pop-up Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Freshdesk
9.0
Notifications
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Freshdesk
8.8
Targeted Emails
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Freshdesk
9.0
In-App Messaging
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Freshdesk
Not enough data available
Process
Mentions
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Freshdesk
Not enough data available
Tickets
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Freshdesk
9.4
Macros
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Freshdesk
8.8
Collaboration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Freshdesk
9.1
Interaction
Web Portals
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Freshdesk
7.2
Forum to Reponse
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Freshdesk
8.5
Tickets and Tagging
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Freshdesk
8.8
Live Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Freshdesk
8.8
Internal Use
Customization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Freshdesk
8.0
Conversation Archiving
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Freshdesk
Not enough data available
Lead Development
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Freshdesk
Not enough data available
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Freshdesk
8.9
Team Inbox
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Freshdesk
8.9
Customer Profiles
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Freshdesk
8.6
Channels
Phone
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Freshdesk
8.9
Text
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Freshdesk
Not enough data available
Email
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Freshdesk
9.3
Social
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Freshdesk
8.9
Live Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Freshdesk
9.1
Insight
Surveys
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Freshdesk
8.9
Reporting
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.8
Freshdesk
Not enough data available
Visitor Activity
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Freshdesk
8.9
Help Desk
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Freshdesk
9.2
Communication Channels
Customer Portal
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Freshdesk
8.6
Email to Case
KANA Enterprise
8.3
Salesforce Service Cloud
8.5
Freshdesk
9.0
Chat/Live Support
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.9
Freshdesk
8.5
Social Integration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Freshdesk
8.3
Customer and Contacts Database
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Freshdesk
8.0
Products and Version Tracking
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Freshdesk
8.2
Call Scripting
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.9
Freshdesk
8.2
Interactive Voice Response (IVR)
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.9
Freshdesk
8.4
Self Service/Community
Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Freshdesk
8.3
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Freshdesk
8.5
Ideas/Feedback
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Freshdesk
8.4
Q&A
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Freshdesk
8.2
Reporting
KANA Enterprise
5.7
Salesforce Service Cloud
8.0
Freshdesk
7.8
Dashboards
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Freshdesk
8.2
Platform
ITIL Compliance
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Freshdesk
8.3
Mobile User Support
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.7
Freshdesk
8.1
Customization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Freshdesk
8.0
User, Role, and Access Management
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Freshdesk
8.5
Internationalization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Freshdesk
8.1
Performance & Reliability
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Freshdesk
8.8
Integration APIs
KANA Enterprise
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.)
0%
24.7%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
40.9%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
34.4%
10.9%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Salesforce Service Cloud
Small-Business
24.7%
Mid-Market
40.9%
Enterprise
34.4%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
18.8%
Information Technology and Services
14.8%
Information Technology and Services
20.4%
 
Telecommunications
12.5%
Computer Software
14.2%
Computer Software
13.9%
 
Retail
12.5%
Internet
8.1%
Internet
5.9%
 
Outsourcing/Offshoring
12.5%
Hospital & Health Care
3.6%
Education Management
3.7%
 
Insurance
12.5%
Financial Services
3.4%
E-Learning
3.4%
 
Other
31.3%
Other
55.9%
Other
52.7%
KANA Enterprise
Information Technology and Services
18.8%
Telecommunications
12.5%
Retail
12.5%
Outsourcing/Offshoring
12.5%
Insurance
12.5%
Other
31.3%
Salesforce Service Cloud
Information Technology and Services
14.8%
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
52.7%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

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
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

G2 User in Internet

API is one of the worst I have ever worked with. I have never seen an API throttled to the pathetic rate desk.com allows. Their documentation for single-sign-on is ATROCIOUS, and flat-out does not work in python. Their support is awful, particularly...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
KANA Enterprise
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

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
G2 User in Internet

API is one of the worst I have ever worked with. I have never seen an API throttled to the pathetic rate desk.com allows. Their documentation for single-sign-on is ATROCIOUS, and flat-out does not work in python. Their support is awful, particularly...

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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KANA Enterprise
No screenshots provided
Salesforce Service Cloud

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KANA Enterprise
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Salesforce Service Cloud

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Freshdesk
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