Compare Salesforce Service Cloud, UseResponse, Zendesk Support, and Help Scout

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Enterprise Package
$3000+
per solution
Essential
$5
/month
Basic
$8
user/month
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Self-Hosted
$899
one-time fee
Team
$19
/month
Plus
$27
user/month
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Cloud
$15
per agent, per month
Professional
$49
/month
Standard
$15
user/month
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
Enterprise
$99
/month
 
Free Trial
Free Trial Unavailable
Free Trial
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
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
Help Scout
Basic
$8user/month
Plus
$27user/month
Standard
$15user/month
Free Trial Unavailable

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
9.2
Ease of Setup
Ease of Setup
7.6
9.4
8.2
8.8
Ease of Admin
Ease of Admin
8.0
9.4
8.3
8.8
Quality of Support
Quality of Support
8.1
9.8
8.3
8.8
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
7.8
Meets Requirements
Salesforce Service Cloud
8.5
UseResponse
9.1
Zendesk Support
8.7
Help Scout
8.5
Ease of Use
Salesforce Service Cloud
8.0
UseResponse
9.2
Zendesk Support
8.6
Help Scout
9.2
Ease of Setup
Salesforce Service Cloud
7.6
UseResponse
9.4
Zendesk Support
8.2
Help Scout
8.8
Ease of Admin
Salesforce Service Cloud
8.0
UseResponse
9.4
Zendesk Support
8.3
Help Scout
8.8
Quality of Support
Salesforce Service Cloud
8.1
UseResponse
9.8
Zendesk Support
8.3
Help Scout
8.8
Ease of Doing Business With
Salesforce Service Cloud
8.4
UseResponse
9.9
Zendesk Support
8.4
Help Scout
8.9
Product Direction (% positive)
Salesforce Service Cloud
7.8
UseResponse
10.0
Zendesk Support
7.6
Help Scout
7.8

Features

Ticket and Case Management
Ticket creation user experience
Salesforce Service Cloud
8.3
UseResponse
9.5
Zendesk Support
8.9
Help Scout
9.1
Ticket response user experience
Salesforce Service Cloud
8.2
UseResponse
9.4
Zendesk Support
8.7
Help Scout
9.3
Workflow
Salesforce Service Cloud
8.1
UseResponse
9.4
Zendesk Support
8.5
Help Scout
8.3
Response Automation
Salesforce Service Cloud
8.1
UseResponse
9.7
Zendesk Support
8.4
Help Scout
8.4
SLA Management
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
8.1
Help Scout
Not enough data available
Attachments/Screencasts
Salesforce Service Cloud
7.7
UseResponse
9.5
Zendesk Support
8.4
Help Scout
8.5
Ticket Collaboration
Salesforce Service Cloud
8.1
UseResponse
9.4
Zendesk Support
8.6
Help Scout
8.8
Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Zendesk Support
8.6
Help Scout
8.7
Searchable Articles
Salesforce Service Cloud
8.3
UseResponse
9.4
Zendesk Support
8.6
Help Scout
8.0
Community Forums
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Zendesk Support
8.3
Help Scout
8.4
Interactive FAQs & Forums
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Zendesk Support
8.3
Help Scout
8.1
Interaction
Web Portals
Salesforce Service Cloud
8.4
UseResponse
9.2
Zendesk Support
8.6
Help Scout
8.8
Forum to Reponse
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Zendesk Support
8.5
Help Scout
8.2
Tickets and Tagging
Salesforce Service Cloud
8.6
UseResponse
9.2
Zendesk Support
8.9
Help Scout
8.7
Live Chat
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Zendesk Support
8.6
Help Scout
6.7
Communication Channels
Customer Portal
Salesforce Service Cloud
8.3
UseResponse
9.7
Zendesk Support
8.5
Help Scout
9.0
Email to Case
Salesforce Service Cloud
8.5
UseResponse
9.4
Zendesk Support
8.8
Help Scout
9.3
Chat/Live Support
Salesforce Service Cloud
8.0
UseResponse
9.4
Zendesk Support
8.4
Help Scout
7.0
Social Integration
Salesforce Service Cloud
8.0
UseResponse
8.6
Zendesk Support
8.2
Help Scout
8.1
Call Center
Make, Receive, and Record Calls
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Zendesk Support
8.1
Help Scout
Not enough data available
Customer and Contacts Database
Salesforce Service Cloud
8.3
UseResponse
9.0
Zendesk Support
8.2
Help Scout
7.7
Products and Version Tracking
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Zendesk Support
8.2
Help Scout
Not enough data available
Call Scripting
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
8.0
Help Scout
Not enough data available
Interactive Voice Response (IVR)
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
7.9
Help Scout
Not enough data available
Self Service/Community
Forums
Salesforce Service Cloud
8.1
UseResponse
8.7
Zendesk Support
8.1
Help Scout
Not enough data available
Knowledge Base
Salesforce Service Cloud
8.2
UseResponse
9.3
Zendesk Support
8.4
Help Scout
8.4
Ideas/Feedback
Salesforce Service Cloud
8.1
UseResponse
8.9
Zendesk Support
8.1
Help Scout
9.2
Q&A
Salesforce Service Cloud
8.1
UseResponse
9.5
Zendesk Support
8.2
Help Scout
9.7
Reporting & Analytics
Social Monitoring
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Zendesk Support
8.0
Help Scout
Not enough data available
Reporting
Salesforce Service Cloud
8.0
UseResponse
8.5
Zendesk Support
8.0
Help Scout
8.1
Dashboards
Salesforce Service Cloud
8.0
UseResponse
8.5
Zendesk Support
8.2
Help Scout
8.3
Platform
Mobile User Support
Salesforce Service Cloud
7.8
UseResponse
9.4
Zendesk Support
8.1
Help Scout
Not enough data available
ITIL Compliance
Salesforce Service Cloud
8.2
UseResponse
8.6
Zendesk Support
8.2
Help Scout
Not enough data available
Customization
Salesforce Service Cloud
8.2
UseResponse
9.2
Zendesk Support
8.0
Help Scout
7.6
User, Role, and Access Management
Salesforce Service Cloud
8.4
UseResponse
9.4
Zendesk Support
8.3
Help Scout
8.5
Internationalization
Salesforce Service Cloud
8.0
UseResponse
9.8
Zendesk Support
8.2
Help Scout
8.2
Performance & Reliability
Salesforce Service Cloud
8.3
UseResponse
8.8
Zendesk Support
8.5
Help Scout
9.4
Integration APIs
Salesforce Service Cloud
8.0
UseResponse
8.6
Zendesk Support
8.4
Help Scout
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
24.4%
38.9%
38.3%
54.4%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.3%
50.0%
44.9%
39.5%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.3%
11.1%
16.8%
6.1%
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%
Help Scout
Small-Business
54.4%
Mid-Market
39.5%
Enterprise
6.1%

Reviewers' Industry

 
Information Technology and Services
14.7%
Information Technology and Services
26.1%
Computer Software
17.5%
Computer Software
22.5%
 
Computer Software
14.2%
Computer Software
13.0%
Information Technology and Services
15.2%
Internet
17.1%
 
Internet
8.0%
Semiconductors
8.7%
Internet
9.9%
Information Technology and Services
8.0%
 
Hospital & Health Care
3.6%
Internet
8.7%
Marketing and Advertising
4.7%
Marketing and Advertising
5.9%
 
Financial Services
3.4%
Higher Education
8.7%
Retail
3.5%
Real Estate
4.8%
 
Other
56.1%
Other
34.8%
Other
49.2%
Other
41.7%
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%
Help Scout
Computer Software
22.5%
Internet
17.1%
Information Technology and Services
8.0%
Marketing and Advertising
5.9%
Real Estate
4.8%
Other
41.7%

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...

Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

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...

G2 User in Consumer Goods

Assigning emails gets tricky as well as trying to upload documents or premenant links. Unable to attatch videos directly

 
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...

Help Scout
Most Helpful Favorable Review
Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Most Helpful Critical Review
G2 User in Consumer Goods

Assigning emails gets tricky as well as trying to upload documents or premenant links. Unable to attatch videos directly

Screenshots

 
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Videos

 

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

No videos providedNo 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
Help Scout
No videos provided

Downloads

 No downloads providedNo downloads providedNo downloads provided
UseResponse
No downloads provided
Zendesk Support
No downloads provided
Help Scout
No downloads provided
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