Service cloud is clunky, slow, ugly user interface and just filled with bugs.
We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything Zendesk gets wrong, Salesforce also gets wrong.
-unable to easily share case links
-no ways to check if someone else is viewing / working on a case (agents can clash working on same case)
-slow searching for cases
-poor search functionality (other than case numbers)
-triggers only work about half the time
-reporting is slow and clunky
-feature gaps exist between classic and lightning (new interface)
And most importantly, customers are constantly begging us to switch back to Zendesk.
STAY FAR AWAY! Review collected by and hosted on G2.com.