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Compare SAP Service Cloud and Zendesk for Customer Service 
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At a Glance
Market Segments
Mid-Market (39.5% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
SAP Service Cloud
Star Rating
(239)4.4 out of 5
Market Segments
Mid-Market (39.5% 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
(6,660)4.3 out of 5
Market Segments
Mid-Market (45.7% 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.
- Users report that Zendesk Support Suite offers a robust ticket creation user experience with a score of 8.8, while SAP Service Cloud slightly edges out with 8.9, indicating a more streamlined process for users when creating tickets.
- Reviewers mention that SAP Service Cloud excels in AI capabilities, particularly in AI Text Generation and AI Text Summarization, scoring 9.3 and 9.4 respectively, which significantly enhances automated responses and content generation compared to Zendesk's lower scores of 7.7.
- G2 users highlight that SAP Service Cloud provides superior quality of support, scoring 8.8, compared to Zendesk's 8.4, suggesting that users find SAP's support team more responsive and helpful in resolving issues.
- Users on G2 report that SAP Service Cloud's customer portal is highly rated at 9.0, offering a more user-friendly interface for customers to access support resources, while Zendesk's portal, scoring 8.5, is seen as less intuitive.
- Reviewers mention that SAP Service Cloud's workflow management features score 8.7, indicating a more efficient process for handling customer inquiries, while Zendesk's score of 8.5 suggests room for improvement in this area.
- Users say that SAP Service Cloud's integration capabilities are rated higher at 8.5 compared to Zendesk's 8.2, which allows for better connectivity with other business tools, enhancing overall operational efficiency.
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
8.9
207
8.6
5,118
Ease of Use
8.7
215
8.6
5,162
Ease of Setup
8.2
133
8.0
3,186
Ease of Admin
8.3
70
8.2
3,073
Quality of Support
8.9
202
8.4
4,796
Has the product been a good partner in doing business?
8.8
68
8.4
2,999
Product Direction (% positive)
9.5
210
8.0
4,771
Features by Category
Ticket and Case Management
8.9
93
8.8
2552
|
Verified
8.8
93
8.7
2567
|
Verified
8.7
96
8.5
2492
|
Verified
8.5
93
8.4
2337
|
Verified
8.6
89
8.2
1921
|
Verified
8.6
89
8.4
2398
|
Verified
8.8
91
8.6
2386
|
Verified
8.8
89
8.3
1853
|
Verified
Generative AI
8.4
33
7.6
384
8.5
34
7.6
385
Agentic AI - Help Desk
8.8
22
7.8
245
8.7
22
7.9
245
8.9
22
8.0
246
Communication Channels
9.0
90
8.5
2060
|
Verified
8.8
90
8.8
2310
|
Verified
8.7
90
8.4
1724
|
Verified
8.5
84
8.0
1428
|
Verified
8.3
85
8.0
1313
|
Verified
Platform
8.3
90
7.8
1387
|
Verified
8.2
95
8.0
1777
|
Verified
8.9
89
8.3
1947
|
Verified
8.6
89
8.2
1739
|
Verified
8.7
89
7.9
2339
|
Verified
8.9
89
8.0
2407
|
Verified
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
8.5
65
8.1
859
8.8
60
8.3
716
8.7
60
8.2
684
8.6
62
8.2
749
Support Automation
8.5
62
8.2
714
8.9
60
8.3
757
8.8
59
8.4
711
8.7
64
8.1
788
Generative AI
8.5
17
7.8
204
8.7
17
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
82
Not enough data
7.6
77
Not enough data
8.1
84
Automation
Not enough data
8.1
83
Not enough data
8.2
83
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
Not enough data
8.6
950
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
720
Not enough data
8.5
737
|
Verified
Not enough data
8.0
520
Internal Use
8.2
95
8.0
1777
|
Verified
Not enough data
8.5
849
|
Verified
Not enough data
8.1
650
Not enough data
8.5
898
Not enough data
8.6
824
|
Verified
Not enough data
8.3
848
|
Verified
Generative AI
8.6
26
Feature Not Available
Self-Service Experience
8.7
97
8.5
1499
8.6
95
8.5
1436
8.5
95
8.0
1024
8.3
93
7.7
648
8.4
101
8.0
780
Self-Service Platform
8.6
98
8.2
828
8.7
100
8.2
841
8.4
97
7.7
658
8.4
98
8.2
806
Agentic AI - Customer Self-Service
8.3
10
8.3
63
9.0
10
8.3
63
8.8
10
8.2
64
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)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Channels
Not enough data
9.0(won by default)
740
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
563
Not enough data
8.2(won by default)
485
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.2(won by default)
539
Not enough data
8.3(won by default)
648
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
9.4
16
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
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
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
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
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 Workforce Management, Conversational Commerce Platforms, Live Chat, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Customer Service Automation, Social Customer Service, and Proactive Notification
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
23.8%
Computer Software
9.9%
Accounting
4.9%
Telecommunications
3.6%
Computer & Network Security
3.6%
Other
54.3%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
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
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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