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Compare SAP Service Cloud and Zoho Desk 
Featured Products
At a Glance
Market Segments
Mid-Market (40.7% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
No pricing available
$0.00
SAP Service Cloud
Star Rating
(256)4.4 out of 5
Market Segments
Mid-Market (40.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about SAP Service CloudZoho Desk
Star Rating
(7,404)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in user experience, with many praising its flexibility to create fields and workflows. Users appreciate the intuitive interface that makes ticket management straightforward, contributing to a smoother day-to-day operation.
- Users say that SAP Service Cloud offers robust automated processes and SLA tracking, which helps teams stay on top of deadlines. This feature is particularly valued by those who need to manage customer issues efficiently, although some find the overall user experience less intuitive compared to Zoho Desk.
- Reviewers mention that Zoho Desk's implementation process is notably quick and easy, with one user highlighting that their trial was smoother and more impressive than expected. This ease of setup is a significant advantage for small businesses looking to get started without extensive training.
- According to verified reviews, SAP Service Cloud shines in its omnichannel support, allowing users to manage customer interactions across various platforms like email, chat, and social media. This comprehensive approach is beneficial for mid-market companies that require a unified view of customer interactions.
- G2 reviewers report that while both platforms offer customization options, SAP Service Cloud is particularly noted for its customizable dashboards and reporting. Users appreciate the ability to tailor the system to their specific needs, which can enhance operational efficiency.
- Users say that Zoho Desk's automation tools, including automated replies and notifications, are easy to manage and configure. This feature has been highlighted as a key factor in improving efficiency and response times, making it a strong choice for businesses focused on enhancing customer service.
Pricing
Entry-Level Pricing
SAP Service Cloud
No pricing availableZoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
SAP Service Cloud
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.9
216
8.7
5,927
Ease of Use
8.7
225
8.5
6,007
Ease of Setup
8.1
143
8.1
5,280
Ease of Admin
8.3
70
8.3
4,913
Quality of Support
8.8
212
8.3
5,328
Has the product been a good partner in doing business?
8.8
68
8.4
4,442
Product Direction (% positive)
9.4
218
8.9
5,681
Features by Category
Ticket and Case Management
8.9
96
8.6
3426
|
Verified
8.8
97
8.5
3348
|
Verified
8.7
101
8.3
3150
|
Verified
8.5
94
8.3
2950
|
Verified
8.6
91
8.2
2674
|
Verified
8.6
89
8.4
2915
|
Verified
8.8
91
8.5
2928
|
Verified
8.8
95
8.3
2522
|
Verified
Generative AI
8.4
33
7.4
966
8.5
34
7.4
952
Agentic AI - Help Desk
8.8
22
7.1
357
8.7
22
7.1
360
8.9
22
7.2
358
Communication Channels
9.0
90
8.3
2872
|
Verified
8.7
92
8.6
3109
|
Verified
8.7
92
8.2
2417
|
Verified
8.5
85
8.0
2161
|
Verified
8.3
87
7.8
1921
|
Verified
Platform
8.3
91
8.1
2302
|
Verified
8.2
96
8.2
2749
|
Verified
8.9
90
8.4
2852
|
Verified
8.5
92
8.2
2305
|
Verified
8.7
90
8.3
2831
|
Verified
8.9
90
8.4
2978
|
Verified
Administration
Not enough data
8.2
345
Not enough data
8.2
343
Not enough data
8.4
346
Knowledge Management
Not enough data
8.6
325
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.4
338
Not enough data
8.3
335
Not enough data
8.2
337
Not enough data
8.1
335
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
310
Data Security
Not enough data
8.1
337
Not enough data
8.1
331
Not enough data
8.4
335
Not enough data
8.4
332
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
313
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
579
Not enough data
8.0
556
Not enough data
Feature Not Available
Design
Not enough data
7.9
545
Not enough data
7.7
554
Not enough data
8.1
551
Not enough data
8.1
547
Not enough data
8.1
531
Generative AI
Not enough data
7.5
426
Not enough data
7.5
419
Usability
Not enough data
8.3
448
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
431
Not enough data
8.2
416
Not enough data
8.3
423
Generative AI
Not enough data
7.7
329
Not enough data
7.8
324
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
Not enough data
7.9
175
Not enough data
8.0
177
Not enough data
Feature Not Available
Communication
Not enough data
8.8
717
|
Verified
Not enough data
8.7
759
|
Verified
Not enough data
8.6
658
Not enough data
8.6
631
|
Verified
Not enough data
8.3
355
Internal Use
8.2
96
8.2
2749
|
Verified
Not enough data
Feature Not Available
Not enough data
8.4
455
Not enough data
8.7
714
|
Verified
Not enough data
8.6
692
|
Verified
Not enough data
8.6
707
|
Verified
Generative AI
8.6
26
7.7
423
Self-Service Experience
8.7
98
8.5
1514
8.6
95
8.4
1472
8.5
95
8.1
1279
8.3
93
8.1
772
8.4
101
8.2
817
Self-Service Platform
8.6
98
8.3
842
8.7
101
8.3
819
8.4
97
7.8
732
8.4
98
8.2
767
Agentic AI - Customer Self-Service
8.3
10
7.7
79
9.0
10
7.7
80
8.8
10
7.9
79
9.2
10
7.8
84
9.2
10
7.8
82
8.5
10
7.8
80
8.8
10
7.7
83
Generative AI
Not enough data
8.2(won by default)
119
Not enough data
8.1(won by default)
117
Process
Not enough data
8.7(won by default)
491
Not enough data
9.0(won by default)
638
Not enough data
8.5(won by default)
490
Channels
Not enough data
9.0(won by default)
627
Not enough data
8.5(won by default)
545
Not enough data
8.7(won by default)
516
Not enough data
8.6(won by default)
459
Not enough data
8.8(won by default)
485
Insight
Not enough data
8.7(won by default)
494
Not enough data
8.9(won by default)
546
Not enough data
8.8(won by default)
516
Not enough data
9.0(won by default)
591
Generative AI
9.3
16
7.7
185
9.3
17
7.7
184
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
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Categories
Categories
Shared Categories
SAP Service Cloud and Zoho Desk are categorized as Digital Customer Service Platforms, Help Desk, and Customer Self-Service
Unique Categories
SAP Service Cloud is categorized as Conversational Support
Zoho Desk is categorized as AI Customer Support Agents, Social Customer Service, Complaint Management, Live Chat, Contact Center Knowledge Base, Google Workspace for Sales, and Customer Communications Management
Reviews
Reviewers' Company Size
SAP 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
23.2%
Computer Software
9.9%
Accounting
4.7%
Telecommunications
4.3%
Computer & Network Security
3.4%
Other
54.5%
Information Technology and Services
17.8%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.7%
Retail
3.5%
Other
60.1%
Alternatives
Discussions
SAP Service Cloud has no discussions with answers
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TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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