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Compare KANA Enterprise, Salesforce Service Cloud, and Zendesk Support

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Essential
$5
/month
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Team
$19
/month
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Professional
$49
/month
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
Enterprise
$99
/month
 
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
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.0
8.5
8.7
Ease of Use
Ease of Use
8.3
8.0
8.6
Ease of Setup
Ease of Setup
6.4
7.5
8.2
Ease of Admin
Ease of Admin
6.7
8.0
8.3
Quality of Support
Quality of Support
7.5
8.1
8.3
Ease of Doing Business With
Ease of Doing Business With
6.7
8.4
8.4
Product Direction (% positive)
Product Direction (% positive)
6.8
7.8
7.6
Meets Requirements
KANA Enterprise
8.0
Salesforce Service Cloud
8.5
Zendesk Support
8.7
Ease of Use
KANA Enterprise
8.3
Salesforce Service Cloud
8.0
Zendesk Support
8.6
Ease of Setup
KANA Enterprise
6.4
Salesforce Service Cloud
7.5
Zendesk Support
8.2
Ease of Admin
KANA Enterprise
6.7
Salesforce Service Cloud
8.0
Zendesk Support
8.3
Quality of Support
KANA Enterprise
7.5
Salesforce Service Cloud
8.1
Zendesk Support
8.3
Ease of Doing Business With
KANA Enterprise
6.7
Salesforce Service Cloud
8.4
Zendesk Support
8.4
Product Direction (% positive)
KANA Enterprise
6.8
Salesforce Service Cloud
7.8
Zendesk Support
7.6

Features

Ticket and Case Management
Workflow
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Zendesk Support
8.5
Response Automation
KANA Enterprise
7.7
Salesforce Service Cloud
8.1
Zendesk Support
8.4
SLA Management
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Zendesk Support
8.1
Attachments/Screencasts
KANA Enterprise
8.0
Salesforce Service Cloud
7.7
Zendesk Support
8.4
Ticket Collaboration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Zendesk Support
8.6
Ticket creation user experience
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Zendesk Support
8.9
Ticket response user experience
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Zendesk Support
8.7
Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Zendesk Support
8.6
Searchable Articles
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Zendesk Support
8.6
Community Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Zendesk Support
8.2
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Zendesk Support
8.2
Process
Mentions
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Zendesk Support
8.4
Tickets
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Zendesk Support
9.2
Macros
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Zendesk Support
8.7
Collaboration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Zendesk Support
8.7
Interaction
Web Portals
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Zendesk Support
8.6
Forum to Reponse
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Zendesk Support
8.5
Tickets and Tagging
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Zendesk Support
8.9
Live Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Zendesk Support
8.6
Channels
Phone
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Zendesk Support
8.1
Text
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Zendesk Support
8.4
Email
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Zendesk Support
9.0
Social
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Zendesk Support
8.6
Live Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Zendesk Support
8.6
Insight
Surveys
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Zendesk Support
8.5
Reporting
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Zendesk Support
8.4
Visitor Activity
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Zendesk Support
8.6
Help Desk
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Zendesk Support
8.7
Communication Channels
Customer Portal
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Zendesk Support
8.5
Email to Case
KANA Enterprise
8.3
Salesforce Service Cloud
8.5
Zendesk Support
8.8
Chat/Live Support
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.9
Zendesk Support
8.4
Social Integration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Zendesk Support
8.1
Call Center
Make, Receive, and Record Calls
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Zendesk Support
8.1
Customer and Contacts Database
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Zendesk Support
8.2
Products and Version Tracking
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Zendesk Support
8.2
Call Scripting
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.9
Zendesk Support
7.9
Interactive Voice Response (IVR)
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.9
Zendesk Support
7.8
Self Service/Community
Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Zendesk Support
8.0
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Zendesk Support
8.4
Ideas/Feedback
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Zendesk Support
8.1
Q&A
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Zendesk Support
8.2
Reporting & Analytics
Social Monitoring
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Zendesk Support
8.0
Reporting
KANA Enterprise
5.7
Salesforce Service Cloud
8.0
Zendesk Support
8.0
Dashboards
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Zendesk Support
8.1
Platform
ITIL Compliance
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Zendesk Support
8.2
Mobile User Support
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.7
Zendesk Support
8.1
Customization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Zendesk Support
8.0
User, Role, and Access Management
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Zendesk Support
8.3
Internationalization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Zendesk Support
8.2
Performance & Reliability
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Zendesk Support
8.5
Integration APIs
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Zendesk Support
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
24.7%
38.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
41.1%
44.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
34.2%
16.7%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Salesforce Service Cloud
Small-Business
24.7%
Mid-Market
41.1%
Enterprise
34.2%
Zendesk Support
Small-Business
38.5%
Mid-Market
44.7%
Enterprise
16.7%

Reviewers' Industry

 
Information Technology and Services
18.8%
Information Technology and Services
14.8%
Computer Software
17.8%
 
Telecommunications
12.5%
Computer Software
14.2%
Information Technology and Services
15.3%
 
Retail
12.5%
Internet
8.1%
Internet
10.0%
 
Outsourcing/Offshoring
12.5%
Hospital & Health Care
3.6%
Marketing and Advertising
4.7%
 
Insurance
12.5%
Financial Services
3.4%
Retail
3.5%
 
Other
31.3%
Other
55.9%
Other
48.8%
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%
Zendesk Support
Computer Software
17.8%
Information Technology and Services
15.3%
Internet
10.0%
Marketing and Advertising
4.7%
Retail
3.5%
Other
48.8%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 User in Outsourcing/Offshoring

It is user friendly for the agent as well as management.

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...

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

 
KANA Enterprise
Most Helpful Favorable Review
G2 User in Outsourcing/Offshoring

It is user friendly for the agent as well as management.

Most Helpful Critical Review
G2 User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

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
Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Screenshots

 No screenshots provided
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KANA Enterprise
No screenshots provided
Salesforce Service Cloud

Videos

 No videos provided

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

No videos provided
KANA Enterprise
No videos provided
Salesforce Service Cloud

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

Zendesk Support
No videos provided

Downloads

 No downloads providedNo downloads provided
KANA Enterprise
No downloads provided
Zendesk Support
No downloads provided
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