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Compare Salesforce Service Cloud and Zoho Desk

See this
side-by-side comparison of Salesforce Service Cloud vs. Zoho Desk
based on preference data from user reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,533 reviews. By contrast, Zoho Desk rates 4.4/5 stars with 2,681 reviews. Each product's score is calculated with real-time data from verified user reviews, to help you make the best choice between these two options, and decide which one is best for your business needs.
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Salesforce Service Cloud
Salesforce Service Cloud
(1,533)
4.1 out of 5
Salesforce Service Cloud
Optimized for quick response
Zoho Desk
Zoho Desk
(2,681)
4.4 out of 5
Zoho Desk
Optimized for quick response
Star Rating
Salesforce Service Cloud
Salesforce Service Cloud
Zoho Desk
Zoho Desk
Market Segments
Salesforce Service Cloud
Salesforce Service Cloud
Mid-Market (42.4% of reviews)
Zoho Desk
Zoho Desk
Small-Business (70.6% of reviews)
Entry Level Price
Salesforce Service Cloud
Salesforce Service Cloud
$ 25 USD Per user/month (billed annually)
Zoho Desk
Zoho Desk
$0 for 3 agents

Salesforce Service Cloud vs Zoho Desk

When assessing the two solutions, reviewers found Zoho Desk easier to use, set up, and administer. Reviewers also preferred doing business with Zoho Desk overall.

  • Reviewers felt that Zoho Desk meets the needs of their business better than Salesforce Service Cloud.
  • When comparing quality of ongoing product support, reviewers felt that Zoho Desk is the preferred option.
  • For feature updates and roadmaps, our reviewers preferred the direction of Zoho Desk over Salesforce Service Cloud.
Categories
Shared Categories
Salesforce Service Cloud
Salesforce Service Cloud
Zoho Desk
Zoho Desk
Salesforce Service Cloud and Zoho Desk are categorized as Social Customer Service, Customer Self-Service, Live Chat, and Help Desk
Unique Categories
Salesforce Service Cloud
Salesforce Service Cloud has no unique categories
Zoho Desk
Zoho Desk has no unique categories
Pricing
Salesforce Service Cloud
Salesforce Service Cloud Pricing
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
Zoho Desk
Zoho Desk Pricing
FREE
$0for 3 agents
STANDARD
$12/agent/month
PROFESSIONAL
$20/agent/month
ENTERPRISE
$35/agent/month
Free Trial
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Ratings
Meets Requirements
Salesforce Service Cloud
Salesforce Service Cloud
8.4
Responses: 1282
Zoho Desk
Zoho Desk
8.7
Responses: 2096
Ease of Use
Salesforce Service Cloud
Salesforce Service Cloud
8.0
Responses: 1285
Zoho Desk
Zoho Desk
8.5
Responses: 2116
Ease of Setup
Salesforce Service Cloud
Salesforce Service Cloud
7.4
Responses: 538
Zoho Desk
Zoho Desk
8.2
Responses: 1764
Ease of Admin
Salesforce Service Cloud
Salesforce Service Cloud
7.8
Responses: 540
Zoho Desk
Zoho Desk
8.3
Responses: 1779
Quality of Support
Salesforce Service Cloud
Salesforce Service Cloud
8.0
Responses: 1128
Zoho Desk
Zoho Desk
8.2
Responses: 1888
Ease of Doing Business With
Salesforce Service Cloud
Salesforce Service Cloud
8.4
Responses: 528
Zoho Desk
Zoho Desk
8.5
Responses: 1605
Product Direction (% positive)
Salesforce Service Cloud
Salesforce Service Cloud
7.7
Responses: 1268
Zoho Desk
Zoho Desk
8.6
Responses: 2063
Features
Ticket and Case Management
Ticket creation user experience
Salesforce Service Cloud
Salesforce Service Cloud
8.3
Responses: 787
Verified Feature
Zoho Desk
Zoho Desk
8.7
Responses: 1344
Verified Feature
Ticket response user experience
Salesforce Service Cloud
Salesforce Service Cloud
8.2
Responses: 785
Verified Feature
Zoho Desk
Zoho Desk
8.6
Responses: 1339
Verified Feature
Workflow
Salesforce Service Cloud
Salesforce Service Cloud
8.1
Responses: 816
Verified Feature
Zoho Desk
Zoho Desk
8.4
Responses: 1209
Verified Feature
Response Automation
Salesforce Service Cloud
Salesforce Service Cloud
8.1
Responses: 750
Verified Feature
Zoho Desk
Zoho Desk
8.4
Responses: 1120
Verified Feature
SLA Management
Salesforce Service Cloud
Salesforce Service Cloud
8.1
Responses: 592
Zoho Desk
Zoho Desk
8.4
Responses: 938
Verified Feature
Attachments/Screencasts
Salesforce Service Cloud
Salesforce Service Cloud
7.7
Responses: 768
Verified Feature
Zoho Desk
Zoho Desk
8.5
Responses: 1131
Verified Feature
Ticket Collaboration
Salesforce Service Cloud
Salesforce Service Cloud
8.1
Responses: 744
Verified Feature
Zoho Desk
Zoho Desk
8.7
Responses: 1135
Verified Feature
Customer and Contacts Database
Salesforce Service Cloud
Salesforce Service Cloud
8.3
Responses: 644
Verified Feature
Zoho Desk
Zoho Desk
8.4
Responses: 726
Verified Feature
Knowledge Share
Knowledge Base
Salesforce Service Cloud
Salesforce Service Cloud
8.4
Responses: 202
Zoho Desk
Zoho Desk
8.6
Responses: 654
Searchable Articles
Salesforce Service Cloud
Salesforce Service Cloud
8.1
Responses: 195
Zoho Desk
Zoho Desk
8.6
Responses: 629
Community Forums
Salesforce Service Cloud
Salesforce Service Cloud
8.1
Responses: 171
Zoho Desk
Zoho Desk
8.3
Responses: 507
Interactive FAQs & Forums
Salesforce Service Cloud
Salesforce Service Cloud
8.0
Responses: 168
Zoho Desk
Zoho Desk
8.4
Responses: 462
Communication
Pop-up Chat
Salesforce Service Cloud
Salesforce Service Cloud
8.2
Responses: 61
Verified Feature
Zoho Desk
Zoho Desk
9.0
Responses: 359
Verified Feature
Notifications
Salesforce Service Cloud
Salesforce Service Cloud
8.2
Responses: 67
Verified Feature
Zoho Desk
Zoho Desk
8.9
Responses: 380
Verified Feature
Targeted Emails
Salesforce Service Cloud
Salesforce Service Cloud
8.0
Responses: 40
Verified Feature
Zoho Desk
Zoho Desk
8.9
Responses: 317
In-App Messaging
Salesforce Service Cloud
Salesforce Service Cloud
8.3
Responses: 54
Verified Feature
Zoho Desk
Zoho Desk
8.9
Responses: 299
Verified Feature
Co-Browsing
Salesforce Service Cloud
Salesforce Service Cloud
8.8
Responses: 8
Zoho Desk
Zoho Desk
9.1
Responses: 43
Process
Mentions
Salesforce Service Cloud
Salesforce Service Cloud
8.7
Responses: 25
Zoho Desk
Zoho Desk
8.9
Responses: 256
Tickets
Salesforce Service Cloud
Salesforce Service Cloud
8.6
Responses: 31
Zoho Desk
Zoho Desk
9.1
Responses: 351
Macros
Salesforce Service Cloud
Salesforce Service Cloud
8.7
Responses: 25
Zoho Desk
Zoho Desk
8.6
Responses: 260
Collaboration
Salesforce Service Cloud
Salesforce Service Cloud
8.6
Responses: 30
Zoho Desk
Zoho Desk
8.9
Responses: 300
Interaction
Web Portals
Salesforce Service Cloud
Salesforce Service Cloud
8.2
Responses: 184
Zoho Desk
Zoho Desk
8.6
Responses: 625
Forum to Reponse
Salesforce Service Cloud
Salesforce Service Cloud
8.1
Responses: 156
Zoho Desk
Zoho Desk
8.5
Responses: 492
Tickets and Tagging
Salesforce Service Cloud
Salesforce Service Cloud
8.4
Responses: 193
Zoho Desk
Zoho Desk
8.8
Responses: 697
Live Chat
Salesforce Service Cloud
Salesforce Service Cloud
8.2
Responses: 147
Zoho Desk
Zoho Desk
8.6
Responses: 467
Internal Use
Customization
Salesforce Service Cloud
Salesforce Service Cloud
8.2
Responses: 370
Verified Feature
Zoho Desk
Zoho Desk
8.4
Responses: 950
Verified Feature
Conversation Archiving
Salesforce Service Cloud
Salesforce Service Cloud
8.4
Responses: 58
Verified Feature
Zoho Desk
Zoho Desk
9.3
Responses: 12
Lead Development
Salesforce Service Cloud
Salesforce Service Cloud
8.4
Responses: 55
Verified Feature
Zoho Desk
Zoho Desk
8.7
Responses: 130
Knowledge Base
Salesforce Service Cloud
Salesforce Service Cloud
7.9
Responses: 65
Verified Feature
Zoho Desk
Zoho Desk
8.8
Responses: 348
Verified Feature
Team Inbox
Salesforce Service Cloud
Salesforce Service Cloud
8.7
Responses: 57
Verified Feature
Zoho Desk
Zoho Desk
8.8
Responses: 349
Verified Feature
Customer Profiles
Salesforce Service Cloud
Salesforce Service Cloud
8.5
Responses: 66
Verified Feature
Zoho Desk
Zoho Desk
8.7
Responses: 348
Verified Feature
Channels
Email
Salesforce Service Cloud
Salesforce Service Cloud
8.5
Responses: 31
Zoho Desk
Zoho Desk
9.2
Responses: 349
Social
Salesforce Service Cloud
Salesforce Service Cloud
8.5
Responses: 28
Zoho Desk
Zoho Desk
8.7
Responses: 289
Live Chat
Salesforce Service Cloud
Salesforce Service Cloud
8.2
Responses: 26
Zoho Desk
Zoho Desk
8.9
Responses: 267
Phone
Salesforce Service Cloud
Salesforce Service Cloud
8.9
Responses: 25
Zoho Desk
Zoho Desk
8.7
Responses: 234
Text
Salesforce Service Cloud
Salesforce Service Cloud
8.8
Responses: 24
Zoho Desk
Zoho Desk
9.0
Responses: 247
Insight
Surveys
Salesforce Service Cloud
Salesforce Service Cloud
8.9
Responses: 26
Zoho Desk
Zoho Desk
8.9
Responses: 263
Reporting
Salesforce Service Cloud
Salesforce Service Cloud
9.0
Responses: 30
Zoho Desk
Zoho Desk
8.9
Responses: 300
Visitor Activity
Salesforce Service Cloud
Salesforce Service Cloud
8.6
Responses: 7
Zoho Desk
Zoho Desk
8.9
Responses: 280
Help Desk
Salesforce Service Cloud
Salesforce Service Cloud
8.8
Responses: 28
Zoho Desk
Zoho Desk
9.1
Responses: 320
Communication Channels
Customer Portal
Salesforce Service Cloud
Salesforce Service Cloud
8.2
Responses: 639
Verified Feature
Zoho Desk
Zoho Desk
8.4
Responses: 1055
Verified Feature
Email to Case
Salesforce Service Cloud
Salesforce Service Cloud
8.5
Responses: 795
Verified Feature
Zoho Desk
Zoho Desk
8.8
Responses: 1209
Verified Feature
Chat/Live Support
Salesforce Service Cloud
Salesforce Service Cloud
7.9
Responses: 489
Zoho Desk
Zoho Desk
8.5
Responses: 747
Verified Feature
Social Integration
Salesforce Service Cloud
Salesforce Service Cloud
8.0
Responses: 452
Verified Feature
Zoho Desk
Zoho Desk
8.5
Responses: 621
Verified Feature
Voice
Salesforce Service Cloud
Salesforce Service Cloud
8.1
Responses: 438
Zoho Desk
Zoho Desk
8.5
Responses: 473
Verified Feature
Platform
Mobile User Support
Salesforce Service Cloud
Salesforce Service Cloud
7.8
Responses: 242
Verified Feature
Zoho Desk
Zoho Desk
8.5
Responses: 645
Verified Feature
Customization
Salesforce Service Cloud
Salesforce Service Cloud
8.2
Responses: 370
Verified Feature
Zoho Desk
Zoho Desk
8.4
Responses: 950
Verified Feature
User, Role, and Access Management
Salesforce Service Cloud
Salesforce Service Cloud
8.5
Responses: 350
Verified Feature
Zoho Desk
Zoho Desk
8.5
Responses: 975
Verified Feature
Integration
Salesforce Service Cloud
Salesforce Service Cloud
8.0
Responses: 280
Verified Feature
Zoho Desk
Zoho Desk
8.6
Responses: 565
Verified Feature
Reporting
Salesforce Service Cloud
Salesforce Service Cloud
8.0
Responses: 763
Verified Feature
Zoho Desk
Zoho Desk
8.4
Responses: 1064
Verified Feature
Dashboards
Salesforce Service Cloud
Salesforce Service Cloud
8.1
Responses: 776
Verified Feature
Zoho Desk
Zoho Desk
8.6
Responses: 1139
Verified Feature
Reviewers' Company Size
Reviewers of Salesforce Service Cloud were most often representing companies in the Mid-Market segment, while reviewers for Zoho Desk were more commonly in the Small-Business segment.
Small-Business
(50 or fewer emp.)
Salesforce Service Cloud
Salesforce Service Cloud
24.2%
Zoho Desk
Zoho Desk
70.6%
Mid-Market
(51-1000 emp.)
Salesforce Service Cloud
Salesforce Service Cloud
42.4%
Zoho Desk
Zoho Desk
24.6%
Enterprise
(> 1000 emp.)
Salesforce Service Cloud
Salesforce Service Cloud
33.4%
Zoho Desk
Zoho Desk
4.8%
Reviewers' Industry
Salesforce Service Cloud
Salesforce Service Cloud Industry
Computer Software
15.8%
Information Technology and Services
13.9%
Internet
7.6%
Hospital & Health Care
3.4%
Financial Services
3.4%
Other
55.8%
Zoho Desk
Zoho Desk Industry
Information Technology and Services
19.6%
Computer Software
10.2%
Telecommunications
3.8%
Retail
3.6%
Marketing and Advertising
3.1%
Other
59.7%
Reviews
Most Helpful Favorable Review
Salesforce Service Cloud
GO
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...

Zoho Desk
Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

Most Helpful Critical Review
Salesforce Service Cloud
GE
Administrator in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Zoho Desk
GC
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...

Discussions
Salesforce Service Cloud
Salesforce Service Cloud Discussions
How do I integrate my other products and systems with Service Cloud?
1 comment
G2
Salesforce provides heaps of ways to integrate your salesforce platform to external systems via the api. You can check out this salesforce service cloud faq...Read more
Monty the Mongoose crying
Salesforce Service Cloud has no more discussions with answers
Zoho Desk
Zoho Desk Discussions
Where do I find training VDO?
3 comments
Anoloth (Bic) P.
AP
This might be of help too, Anoloth https://www.zoho.com/desk/trial-room.htmlRead more
how do i use chat
2 comments
ID
What chat are you speaking of?Read more
Is it possible for you to make integration with G suite a breeze?
2 comments
Daniel Kaminski de S.
DS
Screenshots
Salesforce Service Cloud
Salesforce Service Cloud Screenshots
Downloads
Zoho Desk
Zoho Desk Downloads
No downloads provided
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Salesforce Service Cloud
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Zoho Desk
Zoho Desk
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