Compare Salesforce Service Cloud, UseResponse, and Zoho Desk

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Self-Hosted
$899
one-time fee
FREE
$0
/agent/month
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Cloud
$15
per agent, per month
PROFESSIONAL
$12
/agent/month
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Enterprise Package
$3000+
per solution
ENTERPRISE
$25
/agent/month
 
Unlimited Edition
$ 300 USD
Per user/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
Cloud
$15per agent, per month
Enterprise Package
$3000+per solution
Free Trial Unavailable
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial

Ratings

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

Features

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

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
24.4%
38.9%
70.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.3%
50.0%
23.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.3%
11.1%
5.7%
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%
Zoho Desk
Small-Business
70.5%
Mid-Market
23.9%
Enterprise
5.7%

Reviewers' Industry

 
Information Technology and Services
14.7%
Information Technology and Services
26.1%
Information Technology and Services
23.4%
 
Computer Software
14.2%
Computer Software
13.0%
Computer Software
10.5%
 
Internet
8.0%
Semiconductors
8.7%
Telecommunications
3.9%
 
Hospital & Health Care
3.6%
Internet
8.7%
Internet
3.9%
 
Financial Services
3.4%
Higher Education
8.7%
Marketing and Advertising
3.8%
 
Other
56.1%
Other
34.8%
Other
54.5%
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%
Zoho Desk
Information Technology and Services
23.4%
Computer Software
10.5%
Telecommunications
3.9%
Internet
3.9%
Marketing and Advertising
3.8%
Other
54.5%

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...

G2 User

This software is very easy to use and the price is very affordable. You can customize it to meet your needs. The support team is always there to help you through every step of the process and they are quick to respond. We needed some customization's that...

G2 User in Maritime

It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!

Most Helpful Critical Review
Most Helpful Critical Review
Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

G2 User in Computer & Network Security

Nothing really. Perhaps one thing that they could improve is that they might provide customers with a SSL certificate for custom domains instead of asking the customer to provide them with such certificate

G2 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...

 
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
Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

UseResponse
Most Helpful Favorable Review
G2 User

This software is very easy to use and the price is very affordable. You can customize it to meet your needs. The support team is always there to help you through every step of the process and they are quick to respond. We needed some customization's that...

Most Helpful Critical Review
G2 User in Computer & Network Security

Nothing really. Perhaps one thing that they could improve is that they might provide customers with a SSL certificate for custom domains instead of asking the customer to provide them with such certificate

Zoho Desk
Most Helpful Favorable Review
G2 User in Maritime

It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!

Most Helpful Critical Review
G2 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...

Screenshots

 
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Videos

 

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

No videos provided
Salesforce Service Cloud

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

UseResponse
No videos provided
Zoho Desk

Downloads

 No downloads providedNo downloads provided
UseResponse
No downloads provided
Zoho Desk
No downloads provided
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