Salesforce Service Cloud vs Kayako vs Freshdesk
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
Kayako
Kayako offers cloud and on-premise solutions to 50 000 organizations around the world. The company bests competitors at putting all the merry bunch of chat, ticketing system, email..., calls, and even the self-service support in one place. While organizing unnecessary stuff they make a go for enabling stellar services without a hustle. Here, we refer to automating routines to create space for sophisticated things.
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
Freshdesk
Freshdesk is a cloud-hosted platform that helps businesses of all sizes deliver a quality support service. It unifies conversations from email, phone, web widgets, chat, and social...media to help agents resolve issues across channels smoothly. With Freshdesk, you can stay on top of customer support by automating workflows, offering self-service options, and managing SLAs.
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 Pro Suite $100
- Salesforce Service Cloud Unlimited $330
- Free trial
Kayako
- Kayako Growth $39
- Kayako Scale $99
- Kayako Enterprise $100
—
- Free trial
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial
Feature comparison
Salesforce Service Cloud
5.7/10
- 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
- Agent collision prevention
- Essentials Card
- Group your agents
- Light Agents
- Occasional agents
- Responsive, mobile-friendly Help Center
- Tags
- Add reminders on to-dos
- Edit/hide threads
- Session replay
- Summary app
- To-dos
- Traffic cop
7.5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
7.7/10
- 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 journey
- Customer satisfaction ratings (CSAT)
- Customer segments
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
8.3/10
- 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
- SLA reporting
- Dynamic ticket forms
8/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
- Multiple SLA Policies
10/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
9/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Internal Help Center
7.5/10
- 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
- HubSpot Integration
- Salesforce integration
- Webhooks
- Gamification
5.6/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
6.1/10
- 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
- Schedule Data Export
- Zendesk Benchmark
- Schedule Reports
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
8.4/10
- 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
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Custom email servers
8.3/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Customer Success Manager
- Chat Support (in English)
5/10
- 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
- Time tracking
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Undo send
- Watch tickets
7/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Printer-friendly
- Facebook in-sync app
Kayako
6.3/10
- 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
- Agent collision prevention
- Essentials Card
- Group your agents
- Light Agents
- Occasional agents
- Responsive, mobile-friendly Help Center
- Tags
- Add reminders on to-dos
- Edit/hide threads
- Session replay
- Summary app
- To-dos
- Traffic cop
2.5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
6.9/10
- 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 journey
- Customer satisfaction ratings (CSAT)
- Customer segments
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
7.5/10
- 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
- SLA reporting
- Dynamic ticket forms
4/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
- Multiple SLA Policies
0/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
8.6/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
7/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Internal Help Center
6.3/10
- 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
- HubSpot Integration
- Salesforce integration
- Webhooks
- Gamification
4.4/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
5/10
- 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
- Schedule Data Export
- Zendesk Benchmark
- Schedule Reports
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
8.4/10
- 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
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Custom email servers
7.5/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Customer Success Manager
- Chat Support (in English)
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
- Time tracking
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Undo send
- Watch tickets
5/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Printer-friendly
- Facebook in-sync app
Freshdesk
9/10
- 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
- Agent collision prevention
- Essentials Card
- Group your agents
- Light Agents
- Occasional agents
- Responsive, mobile-friendly Help Center
- Tags
- Add reminders on to-dos
- Edit/hide threads
- Session replay
- Summary app
- To-dos
- Traffic cop
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
9.2/10
- 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 journey
- Customer satisfaction ratings (CSAT)
- Customer segments
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
9.2/10
- 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
- SLA reporting
- Dynamic ticket forms
8/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
- Multiple SLA Policies
0/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
6/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Internal Help Center
8.8/10
- 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
- HubSpot Integration
- Salesforce integration
- Webhooks
- Gamification
0/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
8.9/10
- 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
- Schedule Data Export
- Zendesk Benchmark
- Schedule Reports
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
7.2/10
- 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
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Custom email servers
9.2/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Customer Success Manager
- Chat Support (in English)
10/10
- 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
- Time tracking
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Undo send
- Watch tickets
9/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Printer-friendly
- Facebook in-sync app
Reviews
Salesforce Service Cloud
4 of 5
PROS: Salesforce commerce platform offers great analytics and reporting functions, an excellent tool to expand our pro...
5 of 5
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
We use Salesforce Service Cloud mainly for case management throughout our wide range of services. This functionality is built within th...
Kayako
4 of 5
Good overall experience. Kayako's customer support team is amiable. Yet, they need to think through their price policy from the custome...
5 of 5
It covers different handling activities, like ticketing, problem and complaint handling. If something is missing, it can be easily fill...
5 of 5
We used another helpdesk before Kayako. Kayako is very serious, but the prices could be better.
Freshdesk
4 of 5
The call center integrated with Freshdesk works great - the call is turned into a ticket right away after the agent has finished a conv...
4 of 5
Freshdesk delivers lots of useful options. To be more precise, it enables dealing with multiple customers at the same time without any ...
5 of 5
The fast and quality service become an obligation if you want to retain a customer. How to handle multiple tickets? The answer is in he...