Compare SAP Service Cloud and Zendesk for Customer Service 
At a Glance
Market Segments
Mid-Market (39.6% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
SAP Service Cloud
Star Rating
(262)4.4 out of 5
Market Segments
Mid-Market (39.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about SAP Service CloudZendesk for Customer Service
Star Rating
(6,834)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in user experience, with many praising its minimalist interface and streamlined ticket management. Users appreciate how it consolidates all customer queries in one place, making it easier to respond quickly and efficiently.
- Users say that SAP Service Cloud offers strong analytics capabilities, particularly for tracking service performance and staff productivity. Reviewers highlight its effectiveness in managing tasks and setting priorities, which helps ensure that customer support teams operate smoothly.
- According to verified reviews, Zendesk for Customer Service has a significantly higher overall satisfaction score, indicating that users find it more effective for day-to-day operations. The platform's generative AI feature is particularly noted for helping create multi-level responses, enhancing customer interactions.
- Reviewers mention that while SAP Service Cloud is fast and easy to work with, it sometimes lacks the intuitive feel that Zendesk provides. Users have noted that the initial setup can be straightforward, but they still prefer the overall usability of Zendesk for managing customer queries.
- G2 reviewers highlight that Zendesk's ticket creation and response processes are user-friendly, with scores reflecting a strong ability to streamline customer interactions. This is a key advantage for teams looking to improve their response times and overall customer satisfaction.
- Users report that SAP Service Cloud shines in its case management tools, which allow for efficient tracking and management of customer issues. However, they also note that it may not be as visually appealing or engaging as Zendesk, which could impact user adoption and satisfaction.
Pricing
Entry-Level Pricing
SAP Service Cloud
No pricing availableZendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
SAP Service Cloud
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.8
220
8.6
5,198
Ease of Use
8.6
229
8.6
5,309
Ease of Setup
8.1
146
8.0
3,262
Ease of Admin
8.3
70
8.2
3,130
Quality of Support
8.8
216
8.4
4,935
Has the product been a good partner in doing business?
8.8
68
8.4
3,054
Product Direction (% positive)
9.4
222
8.0
4,849
Features by Category
Ticket and Case Management
8.9
98
8.8
2585
|
Verified
8.8
99
8.7
2617
|
Verified
8.7
104
8.5
2547
|
Verified
8.5
94
8.4
2374
|
Verified
8.6
91
8.2
1934
|
Verified
8.6
89
8.4
2409
|
Verified
8.8
91
8.6
2411
|
Verified
8.8
98
8.3
1868
|
Verified
Generative AI
8.3
34
7.6
388
8.5
34
7.6
386
Agentic AI - Help Desk
8.8
22
7.8
246
8.7
22
7.9
244
8.9
22
8.0
246
Communication Channels
9.0
90
8.5
2069
|
Verified
8.7
93
8.8
2338
|
Verified
8.7
93
8.4
1751
|
Verified
8.5
85
8.0
1436
|
Verified
8.3
88
8.0
1329
|
Verified
Platform
8.3
91
7.7
1391
|
Verified
8.2
96
8.0
1781
|
Verified
8.9
90
8.3
1957
|
Verified
8.6
94
8.2
1768
|
Verified
8.7
91
7.9
2371
|
Verified
8.9
91
8.0
2420
|
Verified
Usability
Not enough data
8.3
664
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
176
Not enough data
7.2
175
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
446
Not enough data
8.1
445
Not enough data
8.1
354
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
462
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
111
Not enough data
8.2
110
Conversational Platform
8.5
66
8.1
861
8.8
60
8.3
716
8.7
60
8.2
682
8.6
62
8.2
748
Support Automation
8.5
62
8.1
712
8.9
60
8.3
757
8.8
60
8.4
716
8.7
64
8.1
787
Generative AI
8.5
17
7.8
203
8.7
17
7.8
202
Messaging Channels
Not enough data
7.6
77
Not enough data
9.0
170
Not enough data
8.3
93
Not enough data
8.5
101
Administration
Not enough data
8.2
107
Not enough data
8.9
155
Not enough data
8.2
110
Not enough data
8.4
143
Customer Support
Not enough data
8.1
84
Not enough data
7.5
76
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.0
82
Artificial Intelligence
Not enough data
7.8
81
Not enough data
7.6
80
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
Not enough data
8.6
949
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
719
Not enough data
8.5
736
|
Verified
Not enough data
8.0
520
Internal Use
8.2
96
8.0
1781
|
Verified
Not enough data
8.5
847
|
Verified
Not enough data
8.1
649
Not enough data
8.5
897
Not enough data
8.6
826
|
Verified
Not enough data
8.3
847
|
Verified
Generative AI
8.6
26
Feature Not Available
Self-Service Experience
8.7
98
8.5
1512
8.6
95
8.5
1441
8.5
95
8.0
1024
8.3
93
7.7
647
8.4
101
8.0
779
Self-Service Platform
8.6
98
8.2
829
8.7
101
8.2
846
8.4
97
7.7
665
8.4
98
8.2
813
Agentic AI - Customer Self-Service
8.3
10
8.3
63
9.0
10
8.3
63
8.8
10
8.2
65
9.2
10
8.7
63
9.2
10
8.6
61
8.5
10
8.2
63
8.8
10
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
563
Not enough data
9.1(won by default)
743
Not enough data
8.8(won by default)
692
Channels
Not enough data
9.0(won by default)
742
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
565
Not enough data
8.2(won by default)
486
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.1(won by default)
539
Not enough data
8.3(won by default)
647
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
9.3
16
7.8
67
9.3
17
7.7
66
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
71
Not enough data
8.1
70
Not enough data
8.2
69
Not enough data
8.3
69
Not enough data
8.2
68
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
69
Not enough data
8.4
70
Not enough data
8.3
70
Not enough data
8.5
69
Automation
Not enough data
8.7
72
Not enough data
8.6
70
Not enough data
7.9
68
Autonomy
Not enough data
8.1
68
Not enough data
8.4
67
Not enough data
8.3
69
Not enough data
8.3
70
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
SAP Service Cloud and Zendesk for Customer Service are categorized as Digital Customer Service Platforms, Conversational Support, Help Desk, and Customer Self-Service
Unique Categories
SAP Service Cloud has no unique categories
Zendesk for Customer Service is categorized as AI Customer Support Agents, AI Agents For Business Operations, Customer Service Automation, Workforce Management, Live Chat, Chatbots, Complaint Management, Conversational Commerce Platforms, Social Customer Service, Proactive Notification, and Shared Inbox
Reviews
Reviewers' Company Size
SAP Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Alternatives
Discussions
SAP Service Cloud has no discussions with answers
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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