Compare Salesforce Service Cloud Software and Zendesk for Customer Service 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$19.00 1 user per month billed annually
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,304)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansZendesk for Customer Service
Star Rating
(6,825)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a user-friendly interface, with many users appreciating its minimalist design. This aesthetic appeal, combined with its ability to streamline customer queries, makes it a favorite for those looking to enhance their customer support experience.
- Users say that Agentforce Service (formerly Salesforce Service Cloud) stands out for its powerful AI capabilities, which allow agents to resolve issues more efficiently. Reviewers highlight its ability to automate routine tasks and integrate seamlessly with Salesforce data, making it a robust choice for businesses needing comprehensive support solutions.
- According to verified reviews, Zendesk for Customer Service is praised for its centralized platform that consolidates various customer interactions, enabling faster and more efficient responses. This feature is particularly beneficial for teams managing high volumes of tickets and emails.
- Reviewers mention that while Agentforce Service offers a high level of configurability, some users find it challenging to navigate its extensive features. However, many appreciate the ease of initial setup, which is often described as seamless, allowing teams to get started quickly.
- G2 reviewers highlight that Zendesk's ticketing system is particularly effective, with users noting its high scores in ticket creation and response experiences. This functionality is crucial for teams aiming to improve their customer service efficiency and satisfaction.
- Users report that Agentforce Service's ability to provide real-time context during customer interactions significantly enhances the support experience. This feature, combined with its strong performance in various business areas, makes it a versatile tool for organizations looking to integrate sales and support functions.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.6
2,833
8.6
5,192
Ease of Use
8.4
5,435
8.6
5,300
Ease of Setup
7.9
4,189
8.0
3,256
Ease of Admin
8.2
1,556
8.2
3,125
Quality of Support
8.3
2,608
8.4
4,926
Has the product been a good partner in doing business?
8.7
1,536
8.4
3,048
Product Direction (% positive)
8.3
2,781
8.0
4,845
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
8.8
2583
|
Verified
8.4
1218
|
Verified
8.7
2612
|
Verified
8.4
1262
|
Verified
8.5
2541
|
Verified
8.3
1174
|
Verified
8.4
2372
|
Verified
8.1
983
8.2
1933
|
Verified
7.9
1169
|
Verified
8.4
2408
|
Verified
8.3
1151
|
Verified
8.6
2410
|
Verified
8.5
1061
|
Verified
8.3
1866
|
Verified
Generative AI
7.7
182
7.6
388
7.7
180
7.6
386
Agentic AI - Help Desk
8.6
73
7.8
246
8.5
66
7.9
244
8.5
68
8.0
246
Communication Channels
8.4
1024
|
Verified
8.5
2069
|
Verified
8.6
1214
|
Verified
8.8
2335
|
Verified
8.1
858
8.4
1748
|
Verified
8.0
809
|
Verified
8.0
1435
|
Verified
8.1
769
8.0
1325
|
Verified
Platform
7.8
557
|
Verified
7.7
1390
|
Verified
8.3
819
|
Verified
8.0
1780
|
Verified
8.6
696
|
Verified
8.3
1956
|
Verified
8.3
631
|
Verified
8.2
1766
|
Verified
8.2
1156
|
Verified
7.9
2369
|
Verified
8.2
1173
|
Verified
8.0
2419
|
Verified
Administration
8.8
232
Not enough data
8.8
231
Not enough data
8.7
229
Not enough data
Knowledge Management
8.8
225
Not enough data
8.6
215
Not enough data
8.5
214
Not enough data
Compliance
8.7
231
Not enough data
8.7
229
Not enough data
8.6
229
Not enough data
8.6
226
Not enough data
Customer Support
8.2
214
Not enough data
8.2
208
Not enough data
8.0
197
Not enough data
Data Security
8.6
220
Not enough data
8.7
222
Not enough data
9.0
222
Not enough data
9.1
223
Not enough data
Administration
8.6
215
Not enough data
8.9
216
Not enough data
8.9
219
Not enough data
Generative AI
7.6
152
Not enough data
Channels
8.6
128
Not enough data
8.4
120
Not enough data
7.6
119
Not enough data
Design
8.4
118
Not enough data
8.0
118
Not enough data
8.3
121
Not enough data
8.4
121
Not enough data
8.5
116
Not enough data
Generative AI
7.5
113
Not enough data
7.6
112
Not enough data
Usability
8.6
205
8.3
664
8.6
208
8.3
660
8.7
206
8.4
633
Reporting
8.7
206
8.3
586
8.3
199
7.9
561
8.6
203
8.2
642
Generative AI
7.6
180
7.3
176
7.6
181
7.2
175
Quality Assurance
8.8
72
Not enough data
8.7
69
Not enough data
8.7
71
Not enough data
Engagement
8.8
70
Not enough data
8.9
70
Not enough data
8.7
70
Not enough data
Performance
8.7
71
Not enough data
8.8
71
Not enough data
Generative AI
7.8
61
Not enough data
8.0
62
Not enough data
Channels
7.5
277
Not enough data
7.4
270
Not enough data
7.9
275
Not enough data
7.4
267
Not enough data
8.8
282
Not enough data
Generative AI
7.0
218
Not enough data
Functions
7.9
271
Not enough data
8.0
268
Not enough data
7.6
259
Not enough data
7.2
256
Not enough data
7.2
257
Not enough data
7.2
261
Not enough data
7.7
260
Not enough data
8.0
260
Not enough data
Agentic AI - Contact Center
9.3
7
Not enough data
9.5
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
Administrative
7.9
257
Not enough data
8.5
261
Not enough data
8.5
260
Not enough data
7.7
250
Not enough data
7.7
255
Not enough data
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
465
Not enough data
8.1
463
Not enough data
8.3
446
Not enough data
8.1
445
Not enough data
8.1
354
Platform
Not enough data
8.6
469
Not enough data
8.3
468
Not enough data
8.3
462
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
453
Generative AI
Not enough data
8.1
111
Not enough data
8.2
110
Workforce Management
7.9
59
Not enough data
7.9
58
Not enough data
7.5
58
Not enough data
7.8
57
Not enough data
7.6
57
Not enough data
Administration
8.2
59
Not enough data
8.3
57
Not enough data
8.4
57
Not enough data
7.7
56
Not enough data
7.7
56
Not enough data
Conversational Platform
8.5
104
8.1
860
8.7
104
8.3
716
8.1
101
8.2
682
8.3
107
8.2
747
Support Automation
8.2
103
8.1
712
8.2
101
8.3
756
8.1
103
8.4
715
8.0
101
8.1
787
Generative AI
7.4
97
7.8
203
7.4
96
7.8
202
Messaging Channels
Not enough data
7.6
77
Not enough data
9.0
170
Not enough data
8.3
93
Not enough data
8.5
101
Administration
Not enough data
8.2
107
Not enough data
8.9
155
Not enough data
8.2
110
Not enough data
8.4
143
Customer Support
8.3
147
8.1
83
8.0
144
7.5
76
8.2
143
8.1
85
Automation
8.3
151
8.0
84
8.2
147
8.2
82
8.1
148
8.0
82
Artificial Intelligence
7.6
143
7.8
81
7.7
140
7.6
80
7.4
139
7.7
84
Generative AI
7.8
110
Feature Not Available
7.8
111
7.9
206
7.8
110
Feature Not Available
Communication
8.5
313
|
Verified
8.6
949
|
Verified
8.6
332
|
Verified
8.5
964
|
Verified
8.4
279
|
Verified
8.1
719
8.5
281
|
Verified
8.5
736
|
Verified
7.8
162
8.0
520
Internal Use
8.3
819
|
Verified
8.0
1780
|
Verified
8.3
298
|
Verified
8.5
847
|
Verified
8.5
290
|
Verified
8.1
649
8.4
322
|
Verified
8.5
897
8.5
292
|
Verified
8.6
826
|
Verified
8.7
326
|
Verified
8.3
847
|
Verified
Generative AI
7.3
128
Feature Not Available
Self-Service Experience
8.6
596
8.5
1510
8.3
580
8.5
1441
8.3
529
8.0
1024
8.0
215
7.7
647
8.4
226
8.0
779
Self-Service Platform
8.4
225
8.2
829
8.6
233
8.2
845
7.7
204
7.7
664
8.5
217
8.2
811
Agentic AI - Customer Self-Service
8.5
8
8.3
63
8.5
8
8.3
63
8.9
9
8.2
65
8.8
8
8.7
63
8.8
8
8.6
61
8.8
8
8.2
63
8.8
8
8.1
63
Generative AI
7.9(won by 0.5)
56
7.4
77
8.1(won by 0.6)
56
7.5
78
Process
8.6(won by 0.2)
246
8.4
563
8.6
266
9.1(won by 0.5)
743
8.3
227
8.8(won by 0.5)
692
Channels
8.8
275
9.0(won by 0.2)
742
8.4(tied score)
250
8.4(tied score)
586
8.5
233
8.7(won by 0.2)
565
8.6(won by 0.4)
234
8.2
486
8.6(won by 0.3)
216
8.3
421
Insight
8.6(won by 0.5)
232
8.1
539
8.8(won by 0.5)
267
8.3
647
8.5(tied score)
206
8.5(tied score)
562
8.7(tied score)
254
8.7(tied score)
666
Generative AI
8.0
81
7.8
67
8.0
82
7.7
66
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
31
Not enough data
8.3
31
Not enough data
8.6
31
Not enough data
8.7
31
Not enough data
Process Management
8.3
31
Not enough data
8.4
30
Not enough data
8.7
31
Not enough data
8.6
30
Not enough data
System Management
9.0
31
Not enough data
8.7
30
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
71
Not enough data
8.1
70
Not enough data
8.2
69
Not enough data
8.3
69
Not enough data
8.2
68
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
69
Not enough data
8.4
70
Not enough data
8.3
70
Not enough data
8.5
69
Automation
Not enough data
8.7
72
Not enough data
8.6
70
Not enough data
7.9
68
Autonomy
Not enough data
8.1
68
Not enough data
8.4
67
Not enough data
8.3
69
Not enough data
8.3
70
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and Zendesk for Customer Service are categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Customer Service Automation
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Contact Center Quality Assurance, Customer Communications Management, Contact Center Knowledge Base, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
Zendesk for Customer Service is categorized as AI Customer Support Agents, AI Agents For Business Operations, Workforce Management, Chatbots, Conversational Commerce Platforms, Proactive Notification, and Shared Inbox
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.4%
Computer Software
9.2%
Financial Services
7.6%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.6%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
57.9%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
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Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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