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Compare Salesforce Service Cloud, Zendesk Support, and Freshdesk

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Essential
$5
/month
Sprout
Free
for UNLIMITED agents
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Team
$19
/month
Blossom
$19
/ agent / month billed annually
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
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
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
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
8.7
8.5
Ease of Use
Ease of Use
8.0
8.6
8.8
Ease of Setup
Ease of Setup
7.5
8.2
8.6
Ease of Admin
Ease of Admin
8.0
8.3
8.7
Quality of Support
Quality of Support
8.1
8.3
8.9
Ease of Doing Business With
Ease of Doing Business With
8.4
8.4
8.8
Product Direction (% positive)
Product Direction (% positive)
7.8
7.6
8.6
Meets Requirements
Salesforce Service Cloud
8.5
Zendesk Support
8.7
Freshdesk
8.5
Ease of Use
Salesforce Service Cloud
8.0
Zendesk Support
8.6
Freshdesk
8.8
Ease of Setup
Salesforce Service Cloud
7.5
Zendesk Support
8.2
Freshdesk
8.6
Ease of Admin
Salesforce Service Cloud
8.0
Zendesk Support
8.3
Freshdesk
8.7
Quality of Support
Salesforce Service Cloud
8.1
Zendesk Support
8.3
Freshdesk
8.9
Ease of Doing Business With
Salesforce Service Cloud
8.4
Zendesk Support
8.4
Freshdesk
8.8
Product Direction (% positive)
Salesforce Service Cloud
7.8
Zendesk Support
7.6
Freshdesk
8.6

Features

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

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
24.8%
38.6%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.0%
44.6%
36.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.2%
16.8%
11.0%
Salesforce Service Cloud
Small-Business
24.8%
Mid-Market
41.0%
Enterprise
34.2%
Zendesk Support
Small-Business
38.6%
Mid-Market
44.6%
Enterprise
16.8%
Freshdesk
Small-Business
52.7%
Mid-Market
36.3%
Enterprise
11.0%

Reviewers' Industry

 
Information Technology and Services
14.7%
Computer Software
17.8%
Information Technology and Services
20.4%
 
Computer Software
14.2%
Information Technology and Services
15.3%
Computer Software
14.0%
 
Internet
8.1%
Internet
10.1%
Internet
5.9%
 
Hospital & Health Care
3.6%
Marketing and Advertising
4.7%
Education Management
3.7%
 
Financial Services
3.4%
Retail
3.3%
E-Learning
3.4%
 
Other
55.9%
Other
48.7%
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%
Zendesk Support
Computer Software
17.8%
Information Technology and Services
15.3%
Internet
10.1%
Marketing and Advertising
4.7%
Retail
3.3%
Other
48.7%
Freshdesk
Information Technology and Services
20.4%
Computer Software
14.0%
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...

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
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.

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
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.

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.

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Salesforce Service Cloud

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

Zendesk Support
No videos provided
Freshdesk
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