Compare Salesforce Service Cloud vs Zoho Desk

See this
comparison of Salesforce Service Cloud vs. Zoho Desk
based on data from user reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,599 reviews. Zoho Desk rates 4.3/5 stars with 1,223 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
FREE
$0
/agent/month
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
PROFESSIONAL
$12
/agent/month
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
ENTERPRISE
$25
/agent/month
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
 
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
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial

Ratings

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

Features

Ticket and Case Management
Ticket creation user experience
Salesforce Service Cloud
8.3
Zoho Desk
8.7
Ticket response user experience
Salesforce Service Cloud
8.2
Zoho Desk
8.5
Workflow
Salesforce Service Cloud
8.1
Zoho Desk
8.2
Response Automation
Salesforce Service Cloud
8.1
Zoho Desk
8.4
SLA Management
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Attachments/Screencasts
Salesforce Service Cloud
7.7
Zoho Desk
8.3
Ticket Collaboration
Salesforce Service Cloud
8.1
Zoho Desk
8.6
Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.6
Zoho Desk
8.7
Searchable Articles
Salesforce Service Cloud
8.3
Zoho Desk
8.7
Community Forums
Salesforce Service Cloud
8.3
Zoho Desk
8.4
Interactive FAQs & Forums
Salesforce Service Cloud
8.1
Zoho Desk
8.6
Communication
Pop-up Chat
Salesforce Service Cloud
8.6
Zoho Desk
9.0
Notifications
Salesforce Service Cloud
8.4
Zoho Desk
8.9
Targeted Emails
Salesforce Service Cloud
8.5
Zoho Desk
8.9
In-App Messaging
Salesforce Service Cloud
8.6
Zoho Desk
8.9
Process
Mentions
Salesforce Service Cloud
8.8
Zoho Desk
9.0
Tickets
Salesforce Service Cloud
8.7
Zoho Desk
9.1
Macros
Salesforce Service Cloud
8.4
Zoho Desk
8.6
Collaboration
Salesforce Service Cloud
8.8
Zoho Desk
8.9
Interaction
Web Portals
Salesforce Service Cloud
8.4
Zoho Desk
8.6
Forum to Reponse
Salesforce Service Cloud
8.4
Zoho Desk
8.5
Tickets and Tagging
Salesforce Service Cloud
8.6
Zoho Desk
8.8
Live Chat
Salesforce Service Cloud
8.3
Zoho Desk
8.7
Internal Use
Customization
Salesforce Service Cloud
8.2
Zoho Desk
8.3
Conversation Archiving
Salesforce Service Cloud
8.6
Zoho Desk
9.0
Lead Development
Salesforce Service Cloud
8.4
Zoho Desk
9.0
Knowledge Base
Salesforce Service Cloud
8.1
Zoho Desk
8.8
Team Inbox
Salesforce Service Cloud
8.7
Zoho Desk
8.8
Customer Profiles
Salesforce Service Cloud
8.6
Zoho Desk
8.8
Channels
Email
Salesforce Service Cloud
8.8
Zoho Desk
9.2
Social
Salesforce Service Cloud
8.4
Zoho Desk
8.8
Live Chat
Salesforce Service Cloud
8.5
Zoho Desk
9.0
Phone
Salesforce Service Cloud
8.6
Zoho Desk
8.8
Text
Salesforce Service Cloud
8.6
Zoho Desk
9.1
Insight
Surveys
Salesforce Service Cloud
8.5
Zoho Desk
8.9
Reporting
Salesforce Service Cloud
8.8
Zoho Desk
9.0
Visitor Activity
Salesforce Service Cloud
8.6
Zoho Desk
8.9
Help Desk
Salesforce Service Cloud
8.8
Zoho Desk
9.2
Communication Channels
Customer Portal
Salesforce Service Cloud
8.3
Zoho Desk
8.4
Email to Case
Salesforce Service Cloud
8.5
Zoho Desk
8.7
Chat/Live Support
Salesforce Service Cloud
8.0
Zoho Desk
8.5
Social Integration
Salesforce Service Cloud
8.0
Zoho Desk
8.5
Call Center
Make, Receive, and Record Calls
Salesforce Service Cloud
8.1
Zoho Desk
8.4
Customer and Contacts Database
Salesforce Service Cloud
8.3
Zoho Desk
8.3
Products and Version Tracking
Salesforce Service Cloud
8.1
Zoho Desk
8.4
Call Scripting
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Interactive Voice Response (IVR)
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Self Service/Community
Forums
Salesforce Service Cloud
8.1
Zoho Desk
8.3
Knowledge Base
Salesforce Service Cloud
8.2
Zoho Desk
8.4
Ideas/Feedback
Salesforce Service Cloud
8.1
Zoho Desk
8.4
Q&A
Salesforce Service Cloud
8.1
Zoho Desk
8.5
Reporting & Analytics
Social Monitoring
Salesforce Service Cloud
8.1
Zoho Desk
8.5
Reporting
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Dashboards
Salesforce Service Cloud
8.0
Zoho Desk
8.4
Platform
Mobile User Support
Salesforce Service Cloud
7.8
Zoho Desk
8.4
ITIL Compliance
Salesforce Service Cloud
8.2
Zoho Desk
8.5
Customization
Salesforce Service Cloud
8.2
Zoho Desk
8.3
User, Role, and Access Management
Salesforce Service Cloud
8.4
Zoho Desk
8.5
Internationalization
Salesforce Service Cloud
8.0
Zoho Desk
8.2
Performance & Reliability
Salesforce Service Cloud
8.3
Zoho Desk
8.7
Integration APIs
Salesforce Service Cloud
8.0
Zoho Desk
8.5

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
24.4%
70.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.4%
23.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.1%
5.6%
Salesforce Service Cloud
Small-Business
24.4%
Mid-Market
41.4%
Enterprise
34.1%
Zoho Desk
Small-Business
70.5%
Mid-Market
23.9%
Enterprise
5.6%

Reviewers' Industry

 
Information Technology and Services
14.7%
Information Technology and Services
23.4%
 
Computer Software
14.2%
Computer Software
10.4%
 
Internet
8.0%
Telecommunications
3.9%
 
Hospital & Health Care
3.6%
Internet
3.9%
 
Financial Services
3.4%
Marketing and Advertising
3.8%
 
Other
56.2%
Other
54.6%
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
56.2%
Zoho Desk
Information Technology and Services
23.4%
Computer Software
10.4%
Telecommunications
3.9%
Internet
3.9%
Marketing and Advertising
3.8%
Other
54.6%

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...

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
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 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
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...

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.

Salesforce Service Cloud

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

Zoho Desk

Downloads

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