Introducing G2.ai, the future of software buying.Try now
Compare Salesforce Service Cloud Software and Zendesk for Customer Service 
Featured Products
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
my.SQM Auto QA
Visit Website
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
LiveChat
Visit Website
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
Ada
Visit Website
At a Glance
Market Segments
Mid-Market (42.6% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$19.00 1 user per month billed annually
Salesforce Service Cloud
Star Rating
(7,164)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansZendesk for Customer Service
Star Rating
(6,648)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
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 excels in ticket creation user experience, scoring 8.8 compared to Salesforce Service Cloud's 8.5. Reviewers mention that the intuitive interface and streamlined process make it easier for agents to create and manage tickets efficiently.
- Reviewers mention that Zendesk's email functionality is particularly strong, with a score of 9.0, while Salesforce Service Cloud scores 8.8. Users appreciate the seamless integration of email into the ticketing system, allowing for better tracking and response times.
- G2 users highlight the superior ticket resolution capabilities of Zendesk Support Suite, scoring 8.1, which matches Salesforce Service Cloud. However, users say that Zendesk's overall workflow management, with a score of 8.5, provides a more cohesive experience for handling complex customer issues.
- Users on G2 report that Salesforce Service Cloud shines in database management, scoring 8.8 compared to Zendesk's 8.1. Reviewers mention that Salesforce's robust customer and contacts database allows for better segmentation and targeted communication.
- Reviewers mention that both platforms have similar scores in ease of use, with Zendesk at 8.6 and Salesforce at 8.4. However, users report that Zendesk's user-friendly design and straightforward navigation make it easier for new team members to adapt quickly.
- Users say that Salesforce Service Cloud offers better performance and reliability, scoring 8.9 compared to Zendesk's 8.6. Reviewers highlight that Salesforce's infrastructure supports high availability and quick response times, which is crucial for businesses with high customer interaction volumes.
Pricing
Entry-Level Pricing
Salesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Zendesk 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
Salesforce Service Cloud
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.6
2,752
8.6
5,109
Ease of Use
8.4
5,327
8.6
5,153
Ease of Setup
7.9
4,086
8.0
3,177
Ease of Admin
8.2
1,524
8.2
3,072
Quality of Support
8.3
2,533
8.4
4,787
Has the product been a good partner in doing business?
8.7
1,505
8.4
2,998
Product Direction (% positive)
8.2
2,713
8.0
4,763
Features by Category
Ticket and Case Management
8.5
1200
|
Verified
8.8
2547
|
Verified
8.4
1198
|
Verified
8.7
2562
|
Verified
8.3
1226
|
Verified
8.5
2488
|
Verified
8.3
1150
|
Verified
8.4
2333
|
Verified
8.1
976
8.2
1918
|
Verified
7.9
1164
|
Verified
8.4
2394
|
Verified
8.3
1146
|
Verified
8.6
2381
|
Verified
8.5
1023
|
Verified
8.3
1849
|
Verified
Generative AI
7.6
174
7.6
381
7.6
173
7.6
383
Agentic AI - Help Desk
8.0
50
7.8
242
8.2
51
7.9
242
8.1
51
7.9
243
Communication Channels
8.4
1017
|
Verified
8.5
2056
|
Verified
8.6
1200
|
Verified
8.8
2303
|
Verified
8.1
841
8.4
1718
|
Verified
8.0
801
|
Verified
8.0
1423
|
Verified
8.0
761
8.0
1306
|
Verified
Platform
7.8
552
|
Verified
7.8
1385
|
Verified
8.3
816
|
Verified
8.0
1775
|
Verified
8.6
691
|
Verified
8.3
1945
|
Verified
8.3
608
|
Verified
8.2
1737
|
Verified
8.2
1143
|
Verified
7.9
2337
|
Verified
8.2
1162
|
Verified
8.0
2405
|
Verified
Customer Information
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Not enough data
Predictions
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Not enough data
Platform
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Not enough data
Generative AI
7.3
169
Not enough data
7.3
167
Not enough data
Agentic AI - Customer Success
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Not enough data
Administration
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Not enough data
Knowledge Management
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Not enough data
Compliance
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Not enough data
Customer Support
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Not enough data
Data Security
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Not enough data
Administration
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Not enough data
Generative AI
7.5
147
Not enough data
Channels
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Not enough data
Design
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Not enough data
Generative AI
7.4
110
Not enough data
7.5
109
Not enough data
Usability
8.6
203
8.3
665
8.6
206
8.3
661
8.7
204
8.4
630
Reporting
8.7
203
8.3
588
8.3
197
7.9
561
8.6
200
8.2
642
Generative AI
7.6
178
7.3
178
7.6
179
7.2
177
Quality Assurance
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Not enough data
Engagement
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Not enough data
Performance
8.6
66
Not enough data
8.8
66
Not enough data
Generative AI
7.7
57
Not enough data
7.9
58
Not enough data
Channels
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Not enough data
Generative AI
7.0
216
Not enough data
Functions
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Not enough data
Agentic AI - Contact Center
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Not enough data
Administrative
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Not enough data
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
467
Not enough data
8.1
464
Not enough data
8.3
448
Not enough data
8.1
447
Not enough data
8.1
355
Platform
Not enough data
8.6
469
Not enough data
8.3
466
Not enough data
8.3
462
Not enough data
8.2
462
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
453
Generative AI
Not enough data
8.1
112
Not enough data
8.2
111
Workforce Management
7.9
56
Not enough data
7.9
56
Not enough data
7.4
55
Not enough data
7.8
55
Not enough data
7.6
55
Not enough data
Administration
8.2
56
Not enough data
8.3
55
Not enough data
8.4
55
Not enough data
7.6
54
Not enough data
7.7
54
Not enough data
Conversational Platform
8.5
100
8.1
856
8.6
99
8.3
713
8.0
98
8.2
681
8.2
101
8.2
746
Support Automation
8.1
99
8.1
711
8.1
98
8.3
754
8.0
99
8.4
708
7.9
96
8.0
785
Generative AI
7.4
94
7.8
202
7.4
93
7.8
201
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
100
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
8.3
141
8.1
81
7.9
136
7.5
76
8.2
136
8.0
83
Automation
8.2
139
8.0
82
8.2
140
8.2
82
8.1
139
8.1
83
Artificial Intelligence
7.6
134
7.8
82
7.6
134
7.7
81
7.3
131
7.7
83
Generative AI
7.7
107
Feature Not Available
7.7
106
7.9
207
7.7
107
Feature Not Available
Communication
8.5
309
|
Verified
8.6
949
|
Verified
8.6
328
|
Verified
8.5
963
|
Verified
8.4
274
|
Verified
8.1
719
8.5
276
|
Verified
8.5
736
|
Verified
7.8
159
8.0
519
Internal Use
8.3
816
|
Verified
8.0
1775
|
Verified
8.3
295
|
Verified
8.5
848
|
Verified
8.5
287
|
Verified
8.1
649
8.4
317
|
Verified
8.5
897
8.5
288
|
Verified
8.6
823
|
Verified
8.7
321
|
Verified
8.3
846
|
Verified
Generative AI
7.2
126
Feature Not Available
Self-Service Experience
8.6
591
8.5
1497
8.3
578
8.5
1434
8.3
527
8.0
1023
7.9
213
7.7
646
8.4
223
8.0
778
Self-Service Platform
8.4
222
8.3
826
8.6
227
8.2
839
7.6
198
7.7
656
8.5
214
8.2
804
Agentic AI - Customer Self-Service
8.3
6
8.3
63
8.3
6
8.3
63
8.3
6
8.2
64
8.6
6
8.7
63
8.3
6
8.6
61
8.9
6
8.2
63
8.6
6
8.1
63
Generative AI
7.9(won by 0.5)
52
7.4
76
7.9(won by 0.4)
52
7.5
77
Process
8.6(won by 0.2)
242
8.4
563
8.6
262
9.1(won by 0.5)
740
8.3
223
8.9(won by 0.6)
688
Channels
8.8
271
9.0(won by 0.2)
739
8.4(tied score)
246
8.4(tied score)
585
8.5
229
8.7(won by 0.2)
562
8.6(won by 0.4)
230
8.2
484
8.6(won by 0.3)
212
8.3
420
Insight
8.6(won by 0.5)
228
8.1
538
8.8(won by 0.5)
263
8.3
647
8.5(tied score)
202
8.5(tied score)
561
8.7(tied score)
250
8.7(tied score)
665
Generative AI
8.0
79
7.8
67
7.9
80
7.7
66
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
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
69
Not enough data
8.1
70
Not enough data
8.3
70
Not enough data
8.3
68
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
69
Not enough data
8.4
69
Not enough data
8.3
69
Not enough data
8.5
69
Automation
Not enough data
8.6
69
Not enough data
8.6
70
Not enough data
7.9
69
Autonomy
Not enough data
8.2
69
Not enough data
8.4
68
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
9.3
7
Not enough data
9.0
7
Not enough data
9.4
6
Not enough data
9.8
7
Not enough data
8.8
7
Not enough data
8.7
5
Not enough data
9.0
7
Not enough data
8.3
7
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
Salesforce Service Cloud and Zendesk for Customer Service are categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Complaint Management, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Salesforce Service Cloud is categorized as Contact Center Quality Assurance, Customer Communications Management, Contact Center Knowledge Base, Customer Success, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, and Proactive Notification
Reviews
Reviewers' Company Size
Salesforce 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
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.8%
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
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
2 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
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
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
