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Compare SAP Service Cloud and Zoho Desk 
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At a Glance
Market Segments
Mid-Market (39.2% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
No pricing available
$0.00
SAP Service Cloud
Star Rating
(238)4.4 out of 5
Market Segments
Mid-Market (39.2% of reviews)
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about SAP Service CloudZoho Desk
Star Rating
(7,067)4.4 out of 5
Market Segments
Small-Business (72.6% of reviews)
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 SAP 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 SAP Service Cloud is more popular among mid-market companies, with 39.2% of reviews.
- Reviewers mention that Zoho Desk offers a free entry-level price point, making it an attractive option for startups and small businesses looking to minimize costs. In contrast, SAP Service Cloud does not provide a free tier, which may deter budget-conscious buyers.
- Users on G2 highlight that SAP Service Cloud excels in areas like AI Text Generation and Multi-step Planning, scoring 9.3 and 9.1 respectively, which reviewers say enhances automation and decision-making capabilities. Zoho Desk, while solid, scores lower in these areas, indicating it may not be as robust for users needing advanced AI features.
- Reviewers mention that SAP Service Cloud has a slight edge in Quality of Support, scoring 8.8 compared to Zoho Desk's 8.3. Users report that SAP's support team is responsive and knowledgeable, which is crucial for businesses that rely heavily on customer service software.
- Users say that both platforms provide good Ease of Use, but SAP Service Cloud slightly outperforms Zoho Desk with a score of 8.7 versus 8.5. Reviewers appreciate the intuitive interface of SAP, which they find easier to navigate, especially for new users.
- G2 users report that while both products have strong Workflow capabilities, SAP Service Cloud scores higher at 8.7 compared to Zoho Desk's 8.3. Reviewers mention that SAP's workflow automation features are more comprehensive, allowing for better customization and efficiency in handling customer inquiries.
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
207
8.7
5,604
Ease of Use
8.7
214
8.5
5,682
Ease of Setup
8.2
132
8.1
4,957
Ease of Admin
8.3
70
8.3
4,680
Quality of Support
8.9
202
8.3
5,039
Has the product been a good partner in doing business?
8.8
68
8.4
4,222
Product Direction (% positive)
9.5
210
8.9
5,372
Features by Category
Ticket and Case Management
8.9
93
8.6
3276
|
Verified
8.8
93
8.5
3258
|
Verified
8.7
95
8.3
3031
|
Verified
8.5
92
8.3
2885
|
Verified
8.6
89
8.2
2603
|
Verified
8.6
89
8.4
2885
|
Verified
8.8
91
8.5
2893
|
Verified
8.8
88
8.3
2478
|
Verified
Generative AI
8.4
33
7.4
943
8.5
34
7.5
934
Agentic AI - Help Desk
8.8
22
7.1
342
8.7
22
7.1
344
8.9
22
7.2
338
Communication Channels
9.0
90
8.3
2833
|
Verified
8.8
90
8.6
3049
|
Verified
8.7
90
8.2
2363
|
Verified
8.5
84
8.0
2128
|
Verified
8.3
85
7.8
1888
|
Verified
Platform
8.3
90
8.1
2257
|
Verified
8.2
95
8.2
2703
|
Verified
8.9
89
8.4
2800
|
Verified
8.5
88
8.1
2214
|
Verified
8.7
89
8.2
2764
|
Verified
8.9
89
8.4
2919
|
Verified
Administration
Not enough data
8.2
341
Not enough data
8.2
340
Not enough data
8.4
343
Knowledge Management
Not enough data
8.6
320
Not enough data
8.2
314
Not enough data
8.2
319
Compliance
Not enough data
8.4
336
Not enough data
8.3
333
Not enough data
8.2
334
Not enough data
8.1
333
Customer Support
Not enough data
8.2
310
Not enough data
8.2
310
Not enough data
8.0
308
Data Security
Not enough data
8.1
335
Not enough data
8.1
329
Not enough data
8.4
334
Not enough data
8.4
330
Administration
Not enough data
8.1
312
Not enough data
8.4
313
Not enough data
8.5
310
Generative AI
Not enough data
7.6
247
Channels
Not enough data
8.1
566
Not enough data
8.0
553
Not enough data
7.3
546
Design
Not enough data
7.9
543
Not enough data
7.7
552
Not enough data
8.1
548
Not enough data
8.1
543
Not enough data
8.1
529
Generative AI
Not enough data
7.5
424
Not enough data
7.5
417
Usability
Not enough data
8.3
442
Not enough data
8.2
439
Not enough data
8.3
431
Reporting
Not enough data
8.3
426
Not enough data
8.2
412
Not enough data
8.3
418
Generative AI
Not enough data
7.7
327
Not enough data
7.8
322
Conversational Platform
8.5
65
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
59
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
174
Not enough data
8.0
176
Not enough data
7.8
175
Communication
Not enough data
8.8
715
|
Verified
Not enough data
8.7
755
|
Verified
Not enough data
8.6
657
Not enough data
8.6
628
|
Verified
Not enough data
8.3
353
Internal Use
8.2
95
8.2
2703
|
Verified
Not enough data
8.5
358
Not enough data
8.4
454
Not enough data
8.7
710
|
Verified
Not enough data
8.7
690
|
Verified
Not enough data
8.6
706
|
Verified
Generative AI
8.6
26
7.7
420
Self-Service Experience
8.7
97
8.5
1505
8.6
95
8.4
1466
8.5
95
8.1
1272
8.3
93
8.1
767
8.4
101
8.2
812
Self-Service Platform
8.6
98
8.3
835
8.7
100
8.3
811
8.4
97
7.7
722
8.4
98
8.2
757
Agentic AI - Customer Self-Service
8.3
10
7.7
76
9.0
10
7.6
77
8.8
10
7.8
76
9.2
10
7.8
81
9.2
10
7.8
79
8.5
10
7.8
77
8.8
10
7.6
78
Generative AI
Not enough data
8.2(won by default)
120
Not enough data
8.1(won by default)
118
Process
Not enough data
8.7(won by default)
491
Not enough data
9.0(won by default)
634
Not enough data
8.5(won by default)
488
Channels
Not enough data
9.0(won by default)
624
Not enough data
8.5(won by default)
543
Not enough data
8.7(won by default)
515
Not enough data
8.6(won by default)
457
Not enough data
8.8(won by default)
483
Insight
Not enough data
8.7(won by default)
493
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)
590
Generative AI
9.3
16
7.6
184
9.4
16
7.7
183
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
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 Social Customer Service, Live Chat, Customer Communications Management, Google Workspace for Sales, Contact Center Knowledge Base, and Complaint 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
23.4%
Computer Software
9.9%
Accounting
5.0%
Telecommunications
3.6%
Computer & Network Security
3.6%
Other
54.5%
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%
Alternatives
Discussions
SAP Service Cloud has no discussions with answers
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2 Comments
PS
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Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
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