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Compare Salesforce Service Cloud, UseResponse, and Freshdesk

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Self-Hosted
$899
one-time fee
Sprout
Free
for UNLIMITED agents
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Enterprise Package
$3000+
per solution
Blossom
$19
/ agent / month billed annually
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Cloud
$15
per agent, per month
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 Unavailable
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
UseResponse
Self-Hosted
$899one-time fee
Enterprise Package
$3000+per solution
Cloud
$15per agent, per month
Free Trial Unavailable
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
9.0
8.5
Ease of Use
Ease of Use
8.0
9.3
8.8
Ease of Setup
Ease of Setup
7.5
9.2
8.6
Ease of Admin
Ease of Admin
8.0
9.2
8.7
Quality of Support
Quality of Support
8.1
9.9
8.9
Ease of Doing Business With
Ease of Doing Business With
8.4
9.8
8.9
Product Direction (% positive)
Product Direction (% positive)
7.8
10.0
8.6
Meets Requirements
Salesforce Service Cloud
8.5
UseResponse
9.0
Freshdesk
8.5
Ease of Use
Salesforce Service Cloud
8.0
UseResponse
9.3
Freshdesk
8.8
Ease of Setup
Salesforce Service Cloud
7.5
UseResponse
9.2
Freshdesk
8.6
Ease of Admin
Salesforce Service Cloud
8.0
UseResponse
9.2
Freshdesk
8.7
Quality of Support
Salesforce Service Cloud
8.1
UseResponse
9.9
Freshdesk
8.9
Ease of Doing Business With
Salesforce Service Cloud
8.4
UseResponse
9.8
Freshdesk
8.9
Product Direction (% positive)
Salesforce Service Cloud
7.8
UseResponse
10.0
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
Salesforce Service Cloud
8.1
UseResponse
9.3
Freshdesk
8.4
Response Automation
Salesforce Service Cloud
8.1
UseResponse
9.5
Freshdesk
8.5
SLA Management
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Freshdesk
8.2
Attachments/Screencasts
Salesforce Service Cloud
7.7
UseResponse
9.6
Freshdesk
8.4
Ticket Collaboration
Salesforce Service Cloud
8.1
UseResponse
9.4
Freshdesk
8.6
Ticket creation user experience
Salesforce Service Cloud
8.3
UseResponse
9.5
Freshdesk
8.9
Ticket response user experience
Salesforce Service Cloud
8.2
UseResponse
9.3
Freshdesk
8.8
Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Freshdesk
8.8
Searchable Articles
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Freshdesk
8.6
Community Forums
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Freshdesk
8.4
Interactive FAQs & Forums
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Freshdesk
8.5
Communication
Pop-up Chat
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Freshdesk
9.0
Notifications
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Freshdesk
8.8
Targeted Emails
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Freshdesk
9.0
In-App Messaging
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Freshdesk
Not enough data available
Process
Mentions
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Freshdesk
Not enough data available
Tickets
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Freshdesk
9.4
Macros
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Freshdesk
8.8
Collaboration
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Freshdesk
9.1
Interaction
Web Portals
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Freshdesk
7.2
Forum to Reponse
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Freshdesk
8.5
Tickets and Tagging
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Freshdesk
8.8
Live Chat
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Freshdesk
8.8
Internal Use
Customization
Salesforce Service Cloud
8.2
UseResponse
9.2
Freshdesk
8.0
Conversation Archiving
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Freshdesk
Not enough data available
Lead Development
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Freshdesk
Not enough data available
Knowledge Base
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Freshdesk
8.9
Team Inbox
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Freshdesk
8.9
Customer Profiles
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Freshdesk
8.6
Channels
Phone
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Freshdesk
8.8
Text
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Freshdesk
Not enough data available
Email
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Freshdesk
9.3
Social
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Freshdesk
8.9
Live Chat
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Freshdesk
9.1
Insight
Surveys
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Freshdesk
8.9
Reporting
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Freshdesk
Not enough data available
Visitor Activity
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Freshdesk
8.9
Help Desk
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Freshdesk
9.2
Communication Channels
Customer Portal
Salesforce Service Cloud
8.2
UseResponse
9.6
Freshdesk
8.6
Email to Case
Salesforce Service Cloud
8.5
UseResponse
9.4
Freshdesk
9.0
Chat/Live Support
Salesforce Service Cloud
7.9
UseResponse
9.0
Freshdesk
8.5
Social Integration
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Freshdesk
8.3
Customer and Contacts Database
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Freshdesk
8.0
Products and Version Tracking
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Freshdesk
8.2
Call Scripting
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Freshdesk
8.2
Interactive Voice Response (IVR)
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Freshdesk
8.4
Self Service/Community
Forums
Salesforce Service Cloud
8.0
UseResponse
8.6
Freshdesk
8.3
Knowledge Base
Salesforce Service Cloud
8.2
UseResponse
9.3
Freshdesk
8.5
Ideas/Feedback
Salesforce Service Cloud
8.0
UseResponse
8.9
Freshdesk
8.4
Q&A
Salesforce Service Cloud
8.1
UseResponse
9.6
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Freshdesk
8.2
Reporting
Salesforce Service Cloud
8.0
UseResponse
8.1
Freshdesk
7.8
Dashboards
Salesforce Service Cloud
8.0
UseResponse
8.1
Freshdesk
8.2
Platform
ITIL Compliance
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Freshdesk
8.3
Mobile User Support
Salesforce Service Cloud
7.7
UseResponse
9.3
Freshdesk
8.1
Customization
Salesforce Service Cloud
8.2
UseResponse
9.2
Freshdesk
8.0
User, Role, and Access Management
Salesforce Service Cloud
8.4
UseResponse
9.3
Freshdesk
8.5
Internationalization
Salesforce Service Cloud
8.0
UseResponse
9.8
Freshdesk
8.1
Performance & Reliability
Salesforce Service Cloud
8.2
UseResponse
8.5
Freshdesk
8.8
Integration APIs
Salesforce Service Cloud
8.0
UseResponse
8.0
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
24.8%
40.0%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.0%
46.7%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.3%
13.3%
10.9%
Salesforce Service Cloud
Small-Business
24.8%
Mid-Market
41.0%
Enterprise
34.3%
UseResponse
Small-Business
40.0%
Mid-Market
46.7%
Enterprise
13.3%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
14.7%
Information Technology and Services
25.0%
Information Technology and Services
20.4%
 
Computer Software
14.2%
Semiconductors
10.0%
Computer Software
13.9%
 
Internet
8.1%
Internet
10.0%
Internet
5.9%
 
Hospital & Health Care
3.6%
Higher Education
10.0%
Education Management
3.7%
 
Financial Services
3.4%
Financial Services
10.0%
E-Learning
3.4%
 
Other
55.9%
Other
35.0%
Other
52.6%
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%
UseResponse
Information Technology and Services
25.0%
Semiconductors
10.0%
Internet
10.0%
Higher Education
10.0%
Financial Services
10.0%
Other
35.0%
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
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...

Kapil M.
Administrator in Financial Services

(1) Host the solution on your server or use the cloud option (2) Easily configurable to suit your needs (3) Exceptional support and service by the UseResponse Team using their own tool (4) Continuously improving the product with the feedback gained (5)...

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
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,...

Michael S.
Administrator in Internet

Not much yet. I'd love if I could enter a hyperlink into an Article/FAQ that would work within the widget vs opening a new browser window but they are working on that minor point. Meanwhile the 'Related Artciles' sidebar does that for me.

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
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,...

UseResponse
Most Helpful Favorable Review
Kapil M.
Administrator in Financial Services

(1) Host the solution on your server or use the cloud option (2) Easily configurable to suit your needs (3) Exceptional support and service by the UseResponse Team using their own tool (4) Continuously improving the product with the feedback gained (5)...

Most Helpful Critical Review
Michael S.
Administrator in Internet

Not much yet. I'd love if I could enter a hyperlink into an Article/FAQ that would work within the widget vs opening a new browser window but they are working on that minor point. Meanwhile the 'Related Artciles' sidebar does that for me.

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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UseResponse
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Freshdesk
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