Salesforce Service Cloud vs HubSpot Service Hub vs SolarWinds Service Desk
Overview
Salesforce Service Cloud
There is a wide range of different help desk systems and picking one that would address all your needs can be a hurdle. Each tool offers something that others don’t and only few ca...n actually deliver on these promises. Which brings us to the next key question, what is Salesforce Service Cloud and should you use it as your daily driver? Find out this and more in our in-depth analysis.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
HubSpot Service Hub
Service Hub is a new software solution created by HubSpot which is concentrated on business workflow management for improving customer experience and general satisfaction level. Th...e platform contains a set of advanced tools which can help any support team automate a big part of their workflow while understanding and improving relationships with customers.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
SolarWinds Service Desk
For starters, we need to define what a help desk system is in the first place. Why you might be asking? It will give you a better idea of what to expect, as well as you will know h...ow to use one more effectively. So, a help desk system is a piece of software that is designed to accelerate work, eliminate mundane tasks, and push more sales. There are many different iterations of the same software and each of them has a distinct set of characteristics/functions that help businesses achieve certain results.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Salesforce Service Cloud
- Salesforce Service Cloud Essentials $25
- Salesforce Service Cloud Enterprise $165
- Salesforce Service Cloud Professional $80
- Salesforce Service Cloud Unlimited $330
- Free trial not available
HubSpot Service Hub
- HubSpot Service Hub Free $0
- HubSpot Service Hub Starter $50
- HubSpot Service Hub Professional $400
- HubSpot Service Hub Enterprise $1,200
- Free trial not available
SolarWinds Service Desk
- SolarWinds Service Desk Team $39
- SolarWinds Service Desk Business $79
- SolarWinds Service Desk Professional $99
—
- Free trial not available
Feature comparison
Salesforce Service Cloud
6.8/10
- Auto Bcc
- Bulk actions
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email signatures
- Filtered Search
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Add reminders on to-dos
- Edit/hide threads
- Email scheduling
- Group your agents
- Interaction History (Ticket activities)
- To-dos
- Agent collision prevention
- Tags
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
7.1/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
- Customer satisfaction ratings (CSAT)
- Customer segments
- Net Promoter Score® Surveys (Feedback)
- Device data log
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
10/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
6.7/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
- Customize Incident Lifecycle
- Service Catalog
5.5/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
- Asset Auto-discovery
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
10/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
8.6/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Endpoints
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Slack integration
- Zapier integration
- Salesforce integration
- Webhooks
3.8/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- 1:1 video creation & hosting
- Call transcription
- Email sequences
- Goals
- Open tracking
- Playbooks
- Mobile Devices
- People Shared Services Ready
5.8/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Team Dashboards
- Ticket lifecycle report
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- Manager Dashboard (The Headquarters)
- Schedule Reports
- Zendesk Benchmark
8.8/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Content Delivery Network
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Custom email servers
- Log in with Google
- User provisioning
7.1/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Chat Support (in English)
- Customer Success Manager
- Guidance Program
- Professional Services
6.7/10
- Custom Email Templates
- Email tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Watch tickets
- Time tracking
7/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Facebook in-sync app
- Backup
- Printer-friendly
0/10
- Asset Relationship Mapping
- ITSM Process Integration
0/10
- Change Management
- Problem Management
- Release Management
HubSpot Service Hub
8/10
- Auto Bcc
- Bulk actions
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email signatures
- Filtered Search
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Add reminders on to-dos
- Edit/hide threads
- Email scheduling
- Group your agents
- Interaction History (Ticket activities)
- To-dos
- Agent collision prevention
- Tags
0/10
- Collaboration
- Linked tickets
- Parent-child ticketing
8.6/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
- Customer satisfaction ratings (CSAT)
- Customer segments
- Net Promoter Score® Surveys (Feedback)
- Device data log
7.8/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
8/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
1.7/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
- Customize Incident Lifecycle
- Service Catalog
0.9/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
- Asset Auto-discovery
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
7.8/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
9.3/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Endpoints
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Slack integration
- Zapier integration
- Salesforce integration
- Webhooks
6.2/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- 1:1 video creation & hosting
- Call transcription
- Email sequences
- Goals
- Open tracking
- Playbooks
- Mobile Devices
- People Shared Services Ready
6.8/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Team Dashboards
- Ticket lifecycle report
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- Manager Dashboard (The Headquarters)
- Schedule Reports
- Zendesk Benchmark
4.2/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Content Delivery Network
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Custom email servers
- Log in with Google
- User provisioning
7.9/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Chat Support (in English)
- Customer Success Manager
- Guidance Program
- Professional Services
8/10
- Custom Email Templates
- Email tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Watch tickets
- Time tracking
5/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Facebook in-sync app
- Backup
- Printer-friendly
0/10
- Asset Relationship Mapping
- ITSM Process Integration
0/10
- Change Management
- Problem Management
- Release Management
SolarWinds Service Desk
6.8/10
- Auto Bcc
- Bulk actions
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email signatures
- Filtered Search
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Add reminders on to-dos
- Edit/hide threads
- Email scheduling
- Group your agents
- Interaction History (Ticket activities)
- To-dos
- Agent collision prevention
- Tags
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
6.4/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
- Customer satisfaction ratings (CSAT)
- Customer segments
- Net Promoter Score® Surveys (Feedback)
- Device data log
6.7/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
8/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
8.3/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
- Customize Incident Lifecycle
- Service Catalog
10/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
- Asset Auto-discovery
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
7.1/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
4.4/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
5.7/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Endpoints
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Slack integration
- Zapier integration
- Salesforce integration
- Webhooks
1.5/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- 1:1 video creation & hosting
- Call transcription
- Email sequences
- Goals
- Open tracking
- Playbooks
- Mobile Devices
- People Shared Services Ready
5.3/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Team Dashboards
- Ticket lifecycle report
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- Manager Dashboard (The Headquarters)
- Schedule Reports
- Zendesk Benchmark
6.7/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Content Delivery Network
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Custom email servers
- Log in with Google
- User provisioning
2.9/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Chat Support (in English)
- Customer Success Manager
- Guidance Program
- Professional Services
6/10
- Custom Email Templates
- Email tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Watch tickets
- Time tracking
6/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Facebook in-sync app
- Backup
- Printer-friendly
10/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Change Management
- Problem Management
- Release Management
Reviews
Salesforce Service Cloud
4 of 5 December 10, 2020
PROS: Salesforce commerce platform offers great analytics and reporting functions, an excellent tool to expand our pro...
5 of 5 March 2, 2019
The tool helped us solve a wide range of issues but the most critical one that we managed to eliminate with this tool is the fact that ...
5 of 5 October 15, 2018
We use Salesforce Service Cloud mainly for case management throughout our wide range of services. This functionality is built within th...
HubSpot Service Hub
5 of 5 December 11, 2018
The ability to see and have everything on a single dashboard makes it simpler to overlook, understand and manage all the data we have. ...
4 of 5 June 1, 2018
In HubSpot Service Hub I like the ability to see the metrics considering how many times the particular email was opened, the number of ...
4 of 5 March 29, 2018
The best thing is that this tool is user-friendly and has a social media-like interface. So, it was very simple for literally everyone ...
SolarWinds Service Desk
4 of 5 March 15, 2018
The service desk was easy to implement and frankly, it meets all of our needs. With it, we can post various solutions in an easy to dig...
4 of 5 March 13, 2018
Samanage is a powerful tool that is made to track assets, keep IT in order, and most importantly, manage work orders. It is a perfect s...
5 of 5 January 20, 2018
The best part of Samanage is that it allows you to track the entire life-cycle of a ticket. Ever since we started to use Samanage our p...