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Compare Freshdesk and Salesforce Service Cloud Software 
Featured Products
At a Glance
Market Segments
Small-Business (48.4% of reviews)
Mid-Market (42.7% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Starting at $25.00 1 User Per Month
Freshdesk
Star Rating
(3,719)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansSalesforce Service Cloud
Star Rating
(7,203)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in ease of use, with many users highlighting its clean interface and intuitive navigation. This makes it easier for new hires to get up to speed quickly, as agents typically don’t require extensive training to manage tickets effectively.
- Users say that Salesforce Service Cloud offers impressive flexibility in adapting to various business needs. Reviewers appreciate its ability to customize workflows and integrate with other systems, which can be particularly beneficial for larger organizations with complex requirements.
- According to verified reviews, Freshdesk shines in automation features, which significantly reduce manual work for customer support teams. Users have praised its ticket automation and SLA management capabilities, making daily operations more efficient and structured.
- Reviewers mention that Salesforce Service Cloud provides a user-friendly interface that is easy to navigate. Many users find that they can quickly adapt to the platform, which helps streamline their customer service processes without a steep learning curve.
- G2 reviewers highlight that Freshdesk's customer support quality is commendable, with users noting that the platform centralizes communication effectively. This feature helps teams manage multiple customer queries simultaneously, enhancing overall productivity.
- Users report that while Salesforce Service Cloud has a robust set of features, it can sometimes be more challenging to implement compared to Freshdesk. Some users have expressed that the setup process can be more complex, which may require additional time and resources for larger teams.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
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
Free Trial
Freshdesk
Free Trial is available
Salesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.6
3,261
8.6
2,792
Ease of Use
8.9
3,283
8.4
5,373
Ease of Setup
8.6
2,340
7.9
4,128
Ease of Admin
8.7
2,199
8.2
1,535
Quality of Support
8.7
3,158
8.3
2,569
Has the product been a good partner in doing business?
8.8
2,122
8.7
1,516
Product Direction (% positive)
8.8
3,233
8.3
2,749
Features by Category
Ticket and Case Management
8.9
2243
|
Verified
8.5
1211
|
Verified
8.8
2261
|
Verified
8.4
1206
|
Verified
8.5
2184
|
Verified
8.3
1247
|
Verified
8.5
2064
|
Verified
8.3
1160
|
Verified
8.3
1814
|
Verified
8.1
985
8.5
2097
|
Verified
7.9
1171
|
Verified
8.7
2026
|
Verified
8.3
1153
|
Verified
8.3
1379
|
Verified
8.5
1044
|
Verified
Generative AI
7.3
332
7.7
180
7.4
329
7.6
178
Agentic AI - Help Desk
7.2
62
8.2
56
6.9
61
8.3
56
7.3
60
8.2
59
Communication Channels
8.6
1933
|
Verified
8.4
1024
|
Verified
8.9
2095
|
Verified
8.6
1210
|
Verified
8.4
1322
|
Verified
8.1
852
8.0
1197
|
Verified
8.0
810
|
Verified
7.9
943
|
Verified
8.1
769
Platform
8.0
1164
|
Verified
7.8
555
|
Verified
8.1
1665
|
Verified
8.3
818
|
Verified
8.6
1556
|
Verified
8.6
693
|
Verified
8.3
1155
|
Verified
8.3
615
|
Verified
8.0
1883
|
Verified
8.2
1149
|
Verified
8.3
1970
|
Verified
8.2
1166
|
Verified
Administration
Not enough data
8.8
229
Not enough data
8.8
228
Not enough data
8.7
225
Knowledge Management
Not enough data
8.8
220
Not enough data
8.6
212
Not enough data
8.5
210
Compliance
Not enough data
8.7
228
Not enough data
8.7
225
Not enough data
8.6
225
Not enough data
8.6
222
Customer Support
Not enough data
8.1
211
Not enough data
8.2
204
Not enough data
8.0
193
Data Security
Not enough data
8.6
217
Not enough data
8.7
218
Not enough data
9.0
219
Not enough data
9.1
219
Administration
Not enough data
8.6
210
Not enough data
8.9
211
Not enough data
8.9
215
Generative AI
Not enough data
7.5
149
Channels
8.4
361
8.5
122
8.0
336
8.3
119
7.5
326
7.6
118
Design
8.2
334
8.4
115
7.8
337
8.0
116
8.3
357
8.3
118
8.3
347
8.4
118
8.4
335
8.5
115
Generative AI
7.7
266
7.5
112
7.8
266
7.6
111
Usability
8.8
270
8.6
204
8.7
266
8.6
207
8.8
258
8.7
205
Reporting
8.6
252
8.7
204
8.5
248
8.3
198
8.6
260
8.6
201
Generative AI
7.5
183
7.6
179
7.6
183
7.6
180
Quality Assurance
Not enough data
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Engagement
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Performance
Not enough data
8.7
68
Not enough data
8.8
68
Generative AI
Not enough data
7.7
59
Not enough data
8.0
60
Channels
Not enough data
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Generative AI
Not enough data
7.0
217
Functions
Not enough data
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Agentic AI - Contact Center
Not enough data
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Administrative
Not enough data
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Workforce Management
Not enough data
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Administration
Not enough data
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Conversational Platform
8.3
439
8.5
103
8.3
385
8.7
101
8.3
378
8.1
100
8.4
314
8.2
103
Support Automation
8.4
395
8.2
101
8.4
415
8.1
100
8.3
380
8.1
101
8.3
321
8.0
98
Generative AI
7.4
212
7.4
96
7.4
208
7.5
95
Customer Support
Not enough data
8.3
144
Not enough data
7.9
139
Not enough data
8.2
139
Automation
Not enough data
8.2
142
Not enough data
8.2
143
Not enough data
8.1
143
Artificial Intelligence
Not enough data
7.6
137
Not enough data
7.7
137
Not enough data
7.4
134
Generative AI
7.9
119
7.8
108
7.9
117
7.7
107
7.6
116
7.7
108
Communication
8.8
587
|
Verified
8.5
310
|
Verified
8.7
603
|
Verified
8.6
329
|
Verified
8.7
497
|
Verified
8.4
275
|
Verified
8.5
202
8.5
277
|
Verified
8.2
205
7.8
160
Internal Use
8.1
1665
|
Verified
8.3
818
|
Verified
8.6
206
8.3
296
|
Verified
8.2
189
8.5
288
|
Verified
8.8
561
|
Verified
8.4
318
|
Verified
8.8
521
|
Verified
8.5
289
|
Verified
8.6
549
|
Verified
8.7
322
|
Verified
Generative AI
7.9
143
7.3
127
Self-Service Experience
8.7
964
8.6
593
8.6
915
8.3
579
8.3
687
8.3
528
8.2
242
8.0
214
8.4
260
8.4
224
Self-Service Platform
8.5
256
8.4
223
8.6
265
8.6
228
8.0
225
7.6
199
8.5
241
8.5
215
Agentic AI - Customer Self-Service
7.9
19
8.6
7
7.9
18
8.6
7
8.1
19
8.6
7
7.8
20
8.8
7
7.8
20
8.6
7
7.7
19
9.0
7
8.0
19
8.8
7
Generative AI
8.2(won by 0.3)
81
7.9
54
8.1(won by 0.1)
81
8.0
54
Process
8.6(tied score)
166
8.6(tied score)
244
9.3(won by 0.7)
488
8.6
264
8.6(won by 0.3)
375
8.3
225
Channels
9.2(won by 0.4)
483
8.8
273
8.7(won by 0.3)
419
8.4
248
8.8(won by 0.3)
380
8.5
231
8.5
344
8.6(won by 0.1)
232
8.3
58
8.6(won by 0.3)
214
Insight
8.6(tied score)
386
8.6(tied score)
230
8.7
173
8.8(won by 0.1)
265
8.6(won by 0.1)
377
8.5
204
9.1(won by 0.4)
449
8.7
252
Generative AI
7.7
88
8.0
80
7.7
87
7.9
81
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Customer Query Resolution - AI Customer Support Agents
9.1
11
Not enough data
8.8
11
Not enough data
8.3
11
Not enough data
8.8
11
Not enough data
8.2
11
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.3
11
Not enough data
8.6
12
Not enough data
8.9
12
Not enough data
8.8
12
Not enough data
Automation
9.1
11
Not enough data
8.8
11
Not enough data
9.1
11
Not enough data
Autonomy
7.3
11
Not enough data
8.6
11
Not enough data
8.6
11
Not enough data
8.2
11
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
Freshdesk and Salesforce Service Cloud are categorized as Digital Customer Service Platforms, Help Desk, Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents and Shared Inbox
Salesforce Service Cloud is categorized as Contact Center Quality Assurance, Contact Center Knowledge Base, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Service Automation
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
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
17.1%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
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?
3 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
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