Compare SAP Service Cloud and Zammad 
At a Glance
Market Segments
Mid-Market (39.3% of reviews)
Small-Business (60.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
SAP Service Cloud
Star Rating
(262)4.4 out of 5
Market Segments
Mid-Market (39.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about SAP Service CloudZammad
Star Rating
(10)4.5 out of 5
Market Segments
Small-Business (60.0% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about ZammadSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that SAP Service Cloud excels in providing a comprehensive view of customer interactions, with features like a "single point of truth module" that streamlines case management and enhances response times. Users appreciate the ability to see all customer messages in one place, which significantly improves their workflow.
- Users say Zammad stands out for its open-source nature, allowing for flexibility and customization across multiple businesses. Reviewers highlight its integration capabilities with platforms like Slack and GitHub, making it a versatile choice for teams that rely on various communication tools.
- According to verified reviews, SAP Service Cloud receives high marks for its quality of support, with users noting the intelligent features embedded in tickets that provide crucial information during urgent situations. This level of detail helps support teams respond effectively to critical issues.
- Reviewers mention that Zammad offers an intuitive user experience, particularly with its straightforward ticket management system. Users find it easy to select ticket statuses using dropdown menus, which simplifies the process of tracking and resolving issues.
- G2 reviewers highlight that while SAP Service Cloud has a robust feature set, some users have noted challenges with setup and configuration, indicating that it may require a steeper learning curve for new users compared to Zammad's more user-friendly interface.
- Users report that SAP Service Cloud's recent updates and enhancements reflect a strong commitment to product direction, with a high percentage of positive feedback regarding its ongoing development. In contrast, Zammad, while regularly updated, may not have the same level of market presence or user engagement as SAP Service Cloud.
Pricing
Entry-Level Pricing
SAP Service Cloud
No pricing availableZammad
No pricing availableFree Trial
SAP Service Cloud
Free Trial is available
Zammad
No trial information availableRatings
Meets Requirements
8.8
220
8.3
8
Ease of Use
8.6
229
9.0
8
Ease of Setup
8.1
146
Not enough data
Ease of Admin
8.3
70
Not enough data
Quality of Support
8.8
216
Not enough data
Has the product been a good partner in doing business?
8.8
68
Not enough data
Product Direction (% positive)
9.4
222
8.3
7
Features by Category
Ticket and Case Management
8.9
98
8.0
5
8.8
99
7.0
5
8.7
104
6.7
5
8.5
94
Not enough data
8.6
91
Not enough data
8.6
89
6.7
5
8.8
91
Not enough data
8.8
98
Not enough data
Generative AI
8.3
34
Not enough data
8.5
34
Not enough data
Agentic AI - Help Desk
8.8
22
Not enough data
8.7
22
Not enough data
8.9
22
Not enough data
Communication Channels
9.0
90
7.0
5
8.7
93
Not enough data
8.7
93
Not enough data
8.5
85
Not enough data
8.3
88
Not enough data
Platform
8.3
91
Not enough data
8.2
96
Not enough data
8.9
90
Not enough data
8.6
94
Not enough data
8.7
91
Not enough data
8.9
91
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Conversational Platform
8.5
66
Not enough data
8.8
60
Not enough data
8.7
60
Not enough data
8.6
62
Not enough data
Support Automation
8.5
62
Not enough data
8.9
60
Not enough data
8.8
60
Not enough data
8.7
64
Not enough data
Generative AI
8.5
17
Not enough data
8.7
17
Not enough data
Generative AI
8.6
26
Not enough data
Self-Service Experience
8.7
98
Not enough data
8.6
95
Not enough data
8.5
95
Not enough data
8.3
93
Not enough data
8.4
101
Not enough data
Self-Service Platform
8.6
98
Not enough data
8.7
101
Not enough data
8.4
97
Not enough data
8.4
98
Not enough data
Agentic AI - Customer Self-Service
8.3
10
Not enough data
9.0
10
Not enough data
8.8
10
Not enough data
9.2
10
Not enough data
9.2
10
Not enough data
8.5
10
Not enough data
8.8
10
Not enough data
Generative AI
9.3
16
Not enough data
9.3
17
Not enough data
Categories
Categories
Shared Categories
SAP Service Cloud and Zammad are categorized as Help Desk
Unique Categories
SAP Service Cloud is categorized as Digital Customer Service Platforms, Conversational Support, and Customer Self-Service
Zammad is categorized as Contact Center Knowledge Base
Reviews
Reviewers' Company Size
SAP Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zammad
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
22.9%
Computer Software
9.7%
Accounting
4.7%
Telecommunications
4.2%
Computer & Network Security
3.4%
Other
55.1%
Information Technology and Services
20.0%
Research
10.0%
Primary/Secondary Education
10.0%
Medical Devices
10.0%
Health, Wellness and Fitness
10.0%
Other
40.0%
Alternatives
Discussions
SAP Service Cloud has no discussions with answers
Zammad has no discussions with answers
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