Compare Salesforce Essentials and Zoho Desk
See this
side-by-side comparison of Salesforce Essentials vs. Zoho Desk
based on preference data from user reviews. Salesforce Essentials rates 4.1/5 stars with 460 reviews. By contrast, Zoho Desk rates 4.4/5 stars with 2,681 reviews. Each product's score is calculated with real-time data from verified user reviews, to help you make the best choice between these two options, and decide which one is best for your business needs.
 Salesforce Essentials Optimized for quick response |  Zoho Desk Optimized for quick response | |
| Star Rating | Salesforce Essentials | Zoho Desk |
| Market Segments | Salesforce Essentials Small-Business (82.4% of reviews) | Zoho Desk Small-Business (70.6% of reviews) |
| Entry Level Price | Salesforce Essentials $25 per user / month | Zoho Desk $0 for 3 agents |
Salesforce Essentials vs Zoho Desk
When assessing the two solutions, reviewers found Zoho Desk easier to use, set up, and administer. Reviewers also preferred doing business with Zoho Desk overall.
- Reviewers felt that Zoho Desk meets the needs of their business better than Salesforce Essentials.
- When comparing quality of ongoing product support, reviewers felt that Zoho Desk is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Zoho Desk over Salesforce Essentials.
Categories
Shared Categories
Salesforce Essentials and Zoho Desk are categorized as Customer Self-Service, Help Desk, and Live Chat
Pricing
Salesforce Essentials
$25per user / month
‐
‐
‐
Free Trial
FREE
$0for 3 agents
STANDARD
$12/agent/month
PROFESSIONAL
$20/agent/month
ENTERPRISE
$35/agent/month
Free Trial
Ratings
Meets Requirements
Salesforce Essentials
Responses: 369
Zoho Desk
Responses: 2096
Ease of Use
Salesforce Essentials
Responses: 370
Zoho Desk
Responses: 2116
Ease of Setup
Salesforce Essentials
Responses: 180
Zoho Desk
Responses: 1764
Ease of Admin
Salesforce Essentials
Responses: 180
Zoho Desk
Responses: 1779
Quality of Support
Salesforce Essentials
Responses: 346
Zoho Desk
Responses: 1888
Ease of Doing Business With
Salesforce Essentials
Responses: 180
Zoho Desk
Responses: 1605
Product Direction (% positive)
Salesforce Essentials
Responses: 365
Zoho Desk
Responses: 2063
Features
Ticket and Case Management
Ticket creation user experience
Salesforce Essentials
Responses: 21
Verified Feature
Zoho Desk
Responses: 1344
Verified Feature
Ticket response user experience
Salesforce Essentials
Responses: 21
Verified Feature
Zoho Desk
Responses: 1339
Verified Feature
Workflow
Salesforce Essentials
Responses: 20
Verified Feature
Zoho Desk
Responses: 1209
Verified Feature
Response Automation
Salesforce Essentials
Responses: 20
Verified Feature
Zoho Desk
Responses: 1120
Verified Feature
SLA Management
Salesforce Essentials
Zoho Desk
Responses: 938
Verified Feature
Attachments/Screencasts
Salesforce Essentials
Responses: 21
Verified Feature
Zoho Desk
Responses: 1131
Verified Feature
Ticket Collaboration
Salesforce Essentials
Responses: 19
Verified Feature
Zoho Desk
Responses: 1135
Verified Feature
Customer and Contacts Database
Salesforce Essentials
Responses: 22
Verified Feature
Zoho Desk
Responses: 726
Verified Feature
Knowledge Share
Knowledge Base
Salesforce Essentials
Responses: 28
Zoho Desk
Responses: 654
Searchable Articles
Salesforce Essentials
Responses: 27
Zoho Desk
Responses: 629
Community Forums
Salesforce Essentials
Zoho Desk
Responses: 507
Interactive FAQs & Forums
Salesforce Essentials
Zoho Desk
Responses: 462
Communication
Pop-up Chat
Salesforce Essentials
Responses: 7
Verified Feature
Zoho Desk
Responses: 359
Verified Feature
Notifications
Salesforce Essentials
Responses: 8
Verified Feature
Zoho Desk
Responses: 380
Verified Feature
Targeted Emails
Salesforce Essentials
Responses: 6
Verified Feature
Zoho Desk
Responses: 317
In-App Messaging
Salesforce Essentials
Responses: 5
Verified Feature
Zoho Desk
Responses: 299
Verified Feature
Co-Browsing
Salesforce Essentials
Zoho Desk
Responses: 43
Interaction
Web Portals
Salesforce Essentials
Responses: 16
Zoho Desk
Responses: 625
Forum to Reponse
Salesforce Essentials
Zoho Desk
Responses: 492
Tickets and Tagging
Salesforce Essentials
Responses: 28
Zoho Desk
Responses: 697
Live Chat
Salesforce Essentials
Responses: 18
Zoho Desk
Responses: 467
Internal Use
Customization
Salesforce Essentials
Responses: 35
Verified Feature
Zoho Desk
Responses: 950
Verified Feature
Conversation Archiving
Salesforce Essentials
Responses: 7
Verified Feature
Zoho Desk
Responses: 12
Lead Development
Salesforce Essentials
Responses: 8
Verified Feature
Zoho Desk
Responses: 130
Knowledge Base
Salesforce Essentials
Responses: 7
Verified Feature
Zoho Desk
Responses: 348
Verified Feature
Team Inbox
Salesforce Essentials
Responses: 6
Verified Feature
Zoho Desk
Responses: 349
Verified Feature
Customer Profiles
Salesforce Essentials
Responses: 9
Verified Feature
Zoho Desk
Responses: 348
Verified Feature
Communication Channels
Customer Portal
Salesforce Essentials
Zoho Desk
Responses: 1055
Verified Feature
Email to Case
Salesforce Essentials
Responses: 21
Verified Feature
Zoho Desk
Responses: 1209
Verified Feature
Chat/Live Support
Salesforce Essentials
Responses: 5
Zoho Desk
Responses: 747
Verified Feature
Social Integration
Salesforce Essentials
Responses: 17
Verified Feature
Zoho Desk
Responses: 621
Verified Feature
Voice
Salesforce Essentials
Responses: 14
Zoho Desk
Responses: 473
Verified Feature
Platform
Mobile User Support
Salesforce Essentials
Responses: 38
Verified Feature
Zoho Desk
Responses: 645
Verified Feature
Customization
Salesforce Essentials
Responses: 35
Verified Feature
Zoho Desk
Responses: 950
Verified Feature
User, Role, and Access Management
Salesforce Essentials
Zoho Desk
Responses: 975
Verified Feature
Integration
Salesforce Essentials
Responses: 28
Verified Feature
Zoho Desk
Responses: 565
Verified Feature
Reporting
Salesforce Essentials
Responses: 26
Verified Feature
Zoho Desk
Responses: 1064
Verified Feature
Dashboards
Salesforce Essentials
Responses: 29
Verified Feature
Zoho Desk
Responses: 1139
Verified Feature
Reviewers' Company Size
Reviewers of both Salesforce Essentials and Zoho Desk were most often representing companies in the Small-Business segment.
Small-Business
(50 or fewer emp.)
Salesforce Essentials
Zoho Desk
Mid-Market
(51-1000 emp.)
Salesforce Essentials
Zoho Desk
Enterprise
(> 1000 emp.)
Salesforce Essentials
Zoho Desk
Reviewers' Industry
Marketing and Advertising
7.9%
Computer Software
6.0%
Information Technology and Services
5.8%
Financial Services
5.1%
Construction
3.9%
Other
71.3%
Information Technology and Services
19.6%
Computer Software
10.2%
Telecommunications
3.8%
Retail
3.6%
Marketing and Advertising
3.1%
Other
59.7%
Reviews
Most Helpful Favorable Review
Nia E.
User in Telecommunications
It never failed to amaze me how quick this system was
Garret A.
User in Information Technology and Services
The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...
Most Helpful Critical Review
Administrator in Education Management
I don't like how long it seemed to take to know where to find things and the report feature is difficult to navigate for a infrequent user.
User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
Top Alternatives
Discussions
How do I know if Essentials is the right CRM for my business?
1 comment
Offical Response from Salesforce Essentials
Essentials is right for your small business if you're wanting to bring all of your customer sales and support data in one place, as opposed to keeping...Read more
What if I need both sales and customer support ?
1 comment
Offical Response from Salesforce Essentials
That's the beauty of Essentials - the $25/month price includes both sales and customer support! Once you've closed the sale, you're able to provide the best...Read more
Can I send mass emails to my customers with Essentials? Is there a way to manage email campaigns?
1 comment
Offical Response from Salesforce Essentials
Yes. With campaign management and list emails, you can send up to 1,000 emails a day. Because Essentials comes equipped with campaign management, you can...Read more
Where do I find training VDO?
3 comments
AP
This might be of help too, Anoloth
https://www.zoho.com/desk/trial-room.htmlRead more
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