Compare Salesforce Service Cloud vs Freshdesk

See this
comparison of Salesforce Service Cloud vs. Freshdesk
based on data from user reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,613 reviews. Freshdesk rates 4.4/5 stars with 2,149 reviews. Each product's score is calculated by real-time data from verified user reviews.

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
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
8.5
8.5
Ease of Use
Ease of Use
8.1
8.8
Ease of Setup
Ease of Setup
7.6
8.6
Ease of Admin
Ease of Admin
8.0
8.7
Quality of Support
Quality of Support
8.1
8.9
Ease of Doing Business With
Ease of Doing Business With
8.4
8.8
Product Direction (% positive)
Product Direction (% positive)
7.8
8.7
Meets Requirements
Salesforce Service Cloud
8.5
Freshdesk
8.5
Ease of Use
Salesforce Service Cloud
8.1
Freshdesk
8.8
Ease of Setup
Salesforce Service Cloud
7.6
Freshdesk
8.6
Ease of Admin
Salesforce Service Cloud
8.0
Freshdesk
8.7
Quality of Support
Salesforce Service Cloud
8.1
Freshdesk
8.9
Ease of Doing Business With
Salesforce Service Cloud
8.4
Freshdesk
8.8
Product Direction (% positive)
Salesforce Service Cloud
7.8
Freshdesk
8.7

Features

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

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
24.4%
52.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.3%
36.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.2%
11.1%
Salesforce Service Cloud
Small-Business
24.4%
Mid-Market
41.3%
Enterprise
34.2%
Freshdesk
Small-Business
52.6%
Mid-Market
36.3%
Enterprise
11.1%

Reviewers' Industry

 
Information Technology and Services
14.1%
Information Technology and Services
19.6%
 
Computer Software
13.9%
Computer Software
13.3%
 
Internet
7.6%
Internet
5.6%
 
Hospital & Health Care
3.2%
Education Management
3.9%
 
Non-Profit Organization Management
3.2%
Marketing and Advertising
3.2%
 
Other
57.9%
Other
54.3%
Salesforce Service Cloud
Information Technology and Services
14.1%
Computer Software
13.9%
Internet
7.6%
Hospital & Health Care
3.2%
Non-Profit Organization Management
3.2%
Other
57.9%
Freshdesk
Information Technology and Services
19.6%
Computer Software
13.3%
Internet
5.6%
Education Management
3.9%
Marketing and Advertising
3.2%
Other
54.3%

Reviews

Most Helpful Favorable Review
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...

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
Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
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
Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

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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Salesforce Service Cloud

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

Freshdesk
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