Compare Salesforce Service Cloud, UseResponse, Zendesk Support, and Freshdesk

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Enterprise Package
$3000+
per solution
Essential
$5
/month
Sprout
Free
for UNLIMITED agents
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Self-Hosted
$899
one-time fee
Team
$19
/month
Blossom
$19
/ agent / month billed annually
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Cloud
$15
per agent, per month
Professional
$49
/month
Garden
$35
/ agent / month billed annually
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
Enterprise
$99
/month
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial Unavailable
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
UseResponse
Enterprise Package
$3000+per solution
Self-Hosted
$899one-time fee
Cloud
$15per agent, per month
Free Trial Unavailable
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
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
9.1
8.7
8.5
Ease of Use
Ease of Use
8.0
9.2
8.6
8.8
Ease of Setup
Ease of Setup
7.6
9.4
8.2
8.6
Ease of Admin
Ease of Admin
8.0
9.4
8.3
8.7
Quality of Support
Quality of Support
8.1
9.8
8.3
8.9
Ease of Doing Business With
Ease of Doing Business With
8.4
9.9
8.4
8.9
Product Direction (% positive)
Product Direction (% positive)
7.8
10.0
7.6
8.7
Meets Requirements
Salesforce Service Cloud
8.5
UseResponse
9.1
Zendesk Support
8.7
Freshdesk
8.5
Ease of Use
Salesforce Service Cloud
8.0
UseResponse
9.2
Zendesk Support
8.6
Freshdesk
8.8
Ease of Setup
Salesforce Service Cloud
7.6
UseResponse
9.4
Zendesk Support
8.2
Freshdesk
8.6
Ease of Admin
Salesforce Service Cloud
8.0
UseResponse
9.4
Zendesk Support
8.3
Freshdesk
8.7
Quality of Support
Salesforce Service Cloud
8.1
UseResponse
9.8
Zendesk Support
8.3
Freshdesk
8.9
Ease of Doing Business With
Salesforce Service Cloud
8.4
UseResponse
9.9
Zendesk Support
8.4
Freshdesk
8.9
Product Direction (% positive)
Salesforce Service Cloud
7.8
UseResponse
10.0
Zendesk Support
7.6
Freshdesk
8.7

Features

Ticket and Case Management
Ticket creation user experience
Salesforce Service Cloud
8.3
UseResponse
9.5
Zendesk Support
8.9
Freshdesk
8.9
Ticket response user experience
Salesforce Service Cloud
8.2
UseResponse
9.4
Zendesk Support
8.7
Freshdesk
8.8
Workflow
Salesforce Service Cloud
8.1
UseResponse
9.4
Zendesk Support
8.5
Freshdesk
8.4
Response Automation
Salesforce Service Cloud
8.1
UseResponse
9.7
Zendesk Support
8.4
Freshdesk
8.5
SLA Management
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
8.1
Freshdesk
8.2
Attachments/Screencasts
Salesforce Service Cloud
7.7
UseResponse
9.5
Zendesk Support
8.4
Freshdesk
8.4
Ticket Collaboration
Salesforce Service Cloud
8.1
UseResponse
9.4
Zendesk Support
8.6
Freshdesk
8.6
Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Zendesk Support
8.6
Freshdesk
8.8
Searchable Articles
Salesforce Service Cloud
8.3
UseResponse
9.4
Zendesk Support
8.6
Freshdesk
8.6
Community Forums
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Zendesk Support
8.3
Freshdesk
8.5
Interactive FAQs & Forums
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Zendesk Support
8.3
Freshdesk
8.5
Process
Mentions
Salesforce Service Cloud
8.8
UseResponse
Not enough data available
Zendesk Support
8.5
Freshdesk
Not enough data available
Tickets
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Zendesk Support
9.2
Freshdesk
9.4
Macros
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Zendesk Support
8.8
Freshdesk
8.9
Collaboration
Salesforce Service Cloud
8.8
UseResponse
Not enough data available
Zendesk Support
8.7
Freshdesk
9.2
Interaction
Web Portals
Salesforce Service Cloud
8.4
UseResponse
9.2
Zendesk Support
8.6
Freshdesk
7.2
Forum to Reponse
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Zendesk Support
8.5
Freshdesk
8.5
Tickets and Tagging
Salesforce Service Cloud
8.6
UseResponse
9.2
Zendesk Support
8.9
Freshdesk
8.8
Live Chat
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Zendesk Support
8.6
Freshdesk
8.8
Channels
Email
Salesforce Service Cloud
8.8
UseResponse
Not enough data available
Zendesk Support
9.0
Freshdesk
9.3
Social
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Zendesk Support
8.6
Freshdesk
8.9
Live Chat
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Zendesk Support
8.6
Freshdesk
9.1
Phone
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Zendesk Support
8.2
Freshdesk
8.8
Text
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Zendesk Support
8.6
Freshdesk
Not enough data available
Insight
Surveys
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Zendesk Support
8.5
Freshdesk
8.9
Reporting
Salesforce Service Cloud
8.8
UseResponse
Not enough data available
Zendesk Support
8.5
Freshdesk
Not enough data available
Visitor Activity
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Zendesk Support
8.6
Freshdesk
8.9
Help Desk
Salesforce Service Cloud
8.8
UseResponse
Not enough data available
Zendesk Support
8.7
Freshdesk
9.2
Communication Channels
Customer Portal
Salesforce Service Cloud
8.3
UseResponse
9.7
Zendesk Support
8.5
Freshdesk
8.6
Email to Case
Salesforce Service Cloud
8.5
UseResponse
9.4
Zendesk Support
8.8
Freshdesk
8.9
Chat/Live Support
Salesforce Service Cloud
8.0
UseResponse
9.4
Zendesk Support
8.4
Freshdesk
8.5
Social Integration
Salesforce Service Cloud
8.0
UseResponse
8.6
Zendesk Support
8.2
Freshdesk
8.3
Call Center
Make, Receive, and Record Calls
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Zendesk Support
8.1
Freshdesk
8.3
Customer and Contacts Database
Salesforce Service Cloud
8.3
UseResponse
9.0
Zendesk Support
8.2
Freshdesk
8.0
Products and Version Tracking
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Zendesk Support
8.2
Freshdesk
8.3
Call Scripting
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
8.0
Freshdesk
8.2
Interactive Voice Response (IVR)
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
7.9
Freshdesk
8.4
Self Service/Community
Forums
Salesforce Service Cloud
8.1
UseResponse
8.7
Zendesk Support
8.1
Freshdesk
8.3
Knowledge Base
Salesforce Service Cloud
8.2
UseResponse
9.3
Zendesk Support
8.4
Freshdesk
8.5
Ideas/Feedback
Salesforce Service Cloud
8.1
UseResponse
8.9
Zendesk Support
8.1
Freshdesk
8.4
Q&A
Salesforce Service Cloud
8.1
UseResponse
9.5
Zendesk Support
8.2
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Zendesk Support
8.0
Freshdesk
8.3
Reporting
Salesforce Service Cloud
8.0
UseResponse
8.5
Zendesk Support
8.0
Freshdesk
7.9
Dashboards
Salesforce Service Cloud
8.0
UseResponse
8.5
Zendesk Support
8.2
Freshdesk
8.2
Platform
Mobile User Support
Salesforce Service Cloud
7.8
UseResponse
9.4
Zendesk Support
8.1
Freshdesk
8.1
ITIL Compliance
Salesforce Service Cloud
8.2
UseResponse
8.6
Zendesk Support
8.2
Freshdesk
8.3
Customization
Salesforce Service Cloud
8.2
UseResponse
9.2
Zendesk Support
8.0
Freshdesk
8.0
User, Role, and Access Management
Salesforce Service Cloud
8.4
UseResponse
9.4
Zendesk Support
8.3
Freshdesk
8.5
Internationalization
Salesforce Service Cloud
8.0
UseResponse
9.8
Zendesk Support
8.2
Freshdesk
8.1
Performance & Reliability
Salesforce Service Cloud
8.3
UseResponse
8.8
Zendesk Support
8.5
Freshdesk
8.8
Integration APIs
Salesforce Service Cloud
8.0
UseResponse
8.6
Zendesk Support
8.4
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
24.4%
38.9%
38.3%
52.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.3%
50.0%
44.9%
36.6%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.3%
11.1%
16.8%
10.9%
Salesforce Service Cloud
Small-Business
24.4%
Mid-Market
41.3%
Enterprise
34.3%
UseResponse
Small-Business
38.9%
Mid-Market
50.0%
Enterprise
11.1%
Zendesk Support
Small-Business
38.3%
Mid-Market
44.9%
Enterprise
16.8%
Freshdesk
Small-Business
52.5%
Mid-Market
36.6%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
14.7%
Information Technology and Services
26.1%
Computer Software
17.5%
Information Technology and Services
20.4%
 
Computer Software
14.2%
Computer Software
13.0%
Information Technology and Services
15.2%
Computer Software
13.9%
 
Internet
8.0%
Semiconductors
8.7%
Internet
9.9%
Internet
5.8%
 
Hospital & Health Care
3.6%
Internet
8.7%
Marketing and Advertising
4.7%
Education Management
3.7%
 
Financial Services
3.4%
Higher Education
8.7%
Retail
3.5%
E-Learning
3.4%
 
Other
56.1%
Other
34.8%
Other
49.2%
Other
52.8%
Salesforce Service Cloud
Information Technology and Services
14.7%
Computer Software
14.2%
Internet
8.0%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
56.1%
UseResponse
Information Technology and Services
26.1%
Computer Software
13.0%
Semiconductors
8.7%
Internet
8.7%
Higher Education
8.7%
Other
34.8%
Zendesk Support
Computer Software
17.5%
Information Technology and Services
15.2%
Internet
9.9%
Marketing and Advertising
4.7%
Retail
3.5%
Other
49.2%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.8%
Education Management
3.7%
E-Learning
3.4%
Other
52.8%

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...

Jamyn S.
Administrator in Computer Software

The UseResponse team is quick to work with us to customize their product to our needs.

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...

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 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...

G2 User

Some functionality we wanted hasn't been implemented.

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...

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
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...

UseResponse
Most Helpful Favorable Review
Jamyn S.
Administrator in Computer Software

The UseResponse team is quick to work with us to customize their product to our needs.

Most Helpful Critical Review
G2 User

Some functionality we wanted hasn't been implemented.

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...

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

 

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

No videos providedNo videos provided
Salesforce Service Cloud

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

UseResponse
No videos provided
Zendesk Support
No videos provided
Freshdesk
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Salesforce Service Cloud
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Optimized for quick response
UseResponse
UseResponse
Zendesk Support
Zendesk Support
Freshdesk
Freshdesk