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At a Glance
Market Segments
Mid-Market (42.6% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$0.00
Salesforce Service Cloud
Star Rating
(7,169)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansZoho Desk
Star Rating
(7,123)4.4 out of 5
Market Segments
Small-Business (72.6% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that both Zoho Desk and Salesforce Service Cloud have a star rating of 4.4, indicating a strong overall satisfaction among users. However, Zoho Desk is particularly favored by small businesses, with 72.5% of reviews coming from this segment, while Salesforce Service Cloud is more popular among mid-market users, accounting for 42.6% of reviews.
- Reviewers mention that Zoho Desk offers a free entry-level price point, making it accessible for small businesses, whereas Salesforce Service Cloud starts at $25.00, which may be a barrier for some smaller organizations.
- Users on G2 highlight that Zoho Desk excels in ease of use with a score of 8.5 compared to Salesforce's 8.4. Reviewers appreciate the intuitive interface of Zoho Desk, which simplifies ticket management and customer interactions.
- G2 users report that both platforms have similar quality of support scores (8.3), but Salesforce Service Cloud is noted for its slightly better performance in being a good business partner, scoring 8.7 compared to Zoho Desk's 8.4. This suggests that Salesforce may provide more robust support for larger organizations.
- Reviewers mention that Zoho Desk shines in ticket creation and response user experience, scoring 8.6 and 8.5 respectively, while Salesforce Service Cloud scores slightly lower at 8.5 and 8.4. Users appreciate the streamlined process in Zoho Desk that allows for quicker ticket resolution.
- Users report that Zoho Desk's email integration is highly rated at 9.0, significantly outperforming Salesforce's 8.8. Reviewers highlight the seamless email-to-case functionality in Zoho Desk, which enhances communication efficiency and customer service responsiveness.
Pricing
Entry-Level Pricing
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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Salesforce Service Cloud
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
2,757
8.7
5,661
Ease of Use
8.4
5,332
8.5
5,739
Ease of Setup
7.9
4,091
8.1
5,014
Ease of Admin
8.2
1,525
8.3
4,721
Quality of Support
8.3
2,538
8.3
5,091
Has the product been a good partner in doing business?
8.7
1,506
8.4
4,262
Product Direction (% positive)
8.2
2,718
8.9
5,426
Features by Category
Ticket and Case Management
8.5
1202
|
Verified
8.6
3316
|
Verified
8.4
1200
|
Verified
8.5
3289
|
Verified
8.3
1229
|
Verified
8.3
3061
|
Verified
8.3
1152
|
Verified
8.3
2911
|
Verified
8.1
978
8.2
2626
|
Verified
7.9
1166
|
Verified
8.4
2906
|
Verified
8.3
1148
|
Verified
8.5
2912
|
Verified
8.5
1026
|
Verified
8.3
2499
|
Verified
Generative AI
7.6
176
7.4
960
7.6
175
7.4
949
Agentic AI - Help Desk
8.1
51
7.1
357
8.2
53
7.1
360
8.1
54
7.2
355
Communication Channels
8.4
1019
|
Verified
8.3
2853
|
Verified
8.6
1203
|
Verified
8.6
3070
|
Verified
8.1
845
8.2
2383
|
Verified
8.0
804
|
Verified
8.0
2144
|
Verified
8.1
764
7.8
1906
|
Verified
Platform
7.8
552
|
Verified
8.1
2277
|
Verified
8.3
816
|
Verified
8.2
2724
|
Verified
8.6
691
|
Verified
8.4
2824
|
Verified
8.3
609
|
Verified
8.1
2239
|
Verified
8.2
1143
|
Verified
8.2
2783
|
Verified
8.2
1162
|
Verified
8.4
2941
|
Verified
Customer Information
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Not enough data
Predictions
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Not enough data
Platform
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Not enough data
Generative AI
7.3
169
Not enough data
7.3
167
Not enough data
Agentic AI - Customer Success
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Not enough data
Administration
8.8
227
8.2
341
8.7
226
8.2
340
8.6
223
8.4
343
Knowledge Management
8.7
218
8.6
321
8.5
210
8.2
315
8.4
208
8.2
321
Compliance
8.7
226
8.4
336
8.7
223
8.3
333
8.6
223
8.2
334
8.6
220
8.1
333
Customer Support
8.1
209
8.2
311
8.1
202
8.2
311
8.0
191
8.0
309
Data Security
8.6
215
8.1
335
8.7
216
8.1
329
9.0
217
8.4
334
9.1
217
8.4
330
Administration
8.6
207
8.1
313
8.8
209
8.4
314
8.9
212
8.5
311
Generative AI
7.5
147
7.6
248
Channels
8.5
119
8.2
569
8.3
117
8.0
555
7.5
116
7.3
548
Design
8.4
113
7.9
545
7.9
114
7.7
554
8.2
116
8.1
550
8.4
116
8.1
545
8.5
113
8.1
531
Generative AI
7.4
110
7.5
427
7.5
109
7.5
420
Usability
8.6
203
8.3
445
8.6
206
8.3
442
8.7
204
8.3
434
Reporting
8.7
203
8.3
429
8.3
197
8.2
415
8.6
200
8.3
422
Generative AI
7.6
178
7.7
329
7.6
179
7.8
324
Quality Assurance
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Not enough data
Engagement
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Not enough data
Performance
8.6
66
Not enough data
8.8
66
Not enough data
Generative AI
7.7
57
Not enough data
7.9
58
Not enough data
Channels
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Not enough data
Generative AI
7.0
216
Not enough data
Functions
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Not enough data
Agentic AI - Contact Center
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Not enough data
Administrative
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Not enough data
Workforce Management
7.9
56
Not enough data
7.9
56
Not enough data
7.4
55
Not enough data
7.8
55
Not enough data
7.6
55
Not enough data
Administration
8.2
56
Not enough data
8.3
55
Not enough data
8.4
55
Not enough data
7.6
54
Not enough data
7.7
54
Not enough data
Conversational Platform
8.5
101
Not enough data
8.6
99
Not enough data
8.0
98
Not enough data
8.2
101
Not enough data
Support Automation
8.1
99
Not enough data
8.1
98
Not enough data
8.0
99
Not enough data
7.9
96
Not enough data
Generative AI
7.4
94
Not enough data
7.4
93
Not enough data
Customer Support
8.3
142
Not enough data
7.9
137
Not enough data
8.2
137
Not enough data
Automation
8.2
140
Not enough data
8.2
141
Not enough data
8.1
140
Not enough data
Artificial Intelligence
7.6
135
Not enough data
7.6
135
Not enough data
7.3
132
Not enough data
Generative AI
7.7
107
7.9
176
7.7
106
8.0
178
7.7
107
7.8
177
Communication
8.5
309
|
Verified
8.8
718
|
Verified
8.6
328
|
Verified
8.7
758
|
Verified
8.4
274
|
Verified
8.6
659
8.5
276
|
Verified
8.6
632
|
Verified
7.8
159
8.3
356
Internal Use
8.3
816
|
Verified
8.2
2724
|
Verified
8.3
295
|
Verified
8.5
361
8.5
287
|
Verified
8.4
456
8.4
317
|
Verified
8.7
712
|
Verified
8.5
288
|
Verified
8.7
692
|
Verified
8.7
321
|
Verified
8.6
708
|
Verified
Generative AI
7.2
126
7.7
423
Self-Service Experience
8.6
591
8.5
1508
8.3
578
8.4
1469
8.3
527
8.1
1275
7.9
213
8.1
770
8.4
223
8.2
815
Self-Service Platform
8.4
222
8.3
838
8.6
227
8.3
815
7.6
198
7.8
725
8.5
214
8.2
761
Agentic AI - Customer Self-Service
8.3
6
7.7
79
8.3
6
7.7
80
8.3
6
7.9
79
8.6
6
7.8
84
8.3
6
7.8
82
8.9
6
7.8
80
8.6
6
7.7
81
Generative AI
7.9
52
8.2(won by 0.3)
119
7.9
52
8.1(won by 0.2)
117
Process
8.6
242
8.7(won by 0.1)
490
8.6
262
9.0(won by 0.4)
634
8.3
223
8.5(won by 0.2)
487
Channels
8.8
271
9.0(won by 0.2)
624
8.4
246
8.5(won by 0.1)
543
8.5
229
8.7(won by 0.2)
514
8.6(tied score)
230
8.6(tied score)
457
8.6
212
8.8(won by 0.2)
482
Insight
8.6
228
8.7(won by 0.1)
493
8.8
263
8.9(won by 0.1)
545
8.5
202
8.8(won by 0.3)
515
8.7
250
9.0(won by 0.3)
589
Generative AI
8.0
79
7.6
184
7.9
80
7.7
183
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
Categories
Categories
Shared Categories
Salesforce Service Cloud and Zoho Desk are categorized as Digital Customer Service Platforms, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Salesforce Service Cloud is categorized as Customer Service Automation, Contact Center Quality Assurance, Conversational Support, Customer Success, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
Zoho Desk is categorized as Google Workspace for Sales
Reviews
Reviewers' Company Size
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.8%
Information Technology and Services
17.7%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.6%
Other
60.2%
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