Salesforce Service Cloud vs Kayako vs Zendesk
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
Zendesk
Zendesk is the industry-leading customer service solution that equips you to deliver quality customer service. It covers nearly every business aspect: from managing a help desk to ...the IT service with ITSM best practices. Its varied functionality comes in a product line: Zendesk for sales, Zendesk for service, and Sunshine Platform.
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
Zendesk
- Support Team $19
- Support Professional $55
- Support Enterprise $115
-
—
- Free trial
Feature comparison
Salesforce Service Cloud
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
- Email scheduling
- Guided Mode
- Interaction History (Ticket activities)
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
6.7/10
- 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)
- Device data log
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
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
5.5/10
- 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
- Manager Dashboard (The Headquarters)
- Schedule Reports
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
7.8/10
- 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
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Agent device management
- Automatic redaction
- Email compliance archive
7.1/10
- 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)
- 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
- Time tracking
- Assume identity
6.4/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Printer-friendly
- Date comparisons
- Facebook in-sync app
0/10
- Problem Management
Kayako
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
- Email scheduling
- Guided Mode
- Interaction History (Ticket activities)
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
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 journey
- Customer satisfaction ratings (CSAT)
- Device data log
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
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
4.5/10
- 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
- Manager Dashboard (The Headquarters)
- Schedule Reports
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
7.8/10
- 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
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Agent device management
- Automatic redaction
- Email compliance archive
6.4/10
- 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)
- 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
- Time tracking
- Assume identity
4.5/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Printer-friendly
- Date comparisons
- Facebook in-sync app
0/10
- Problem Management
Zendesk
7.8/10
- 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
- Agent collision prevention
- Essentials Card
- Group your agents
- Light Agents
- Occasional agents
- Responsive, mobile-friendly Help Center
- Tags
- Email scheduling
- Guided Mode
- Interaction History (Ticket activities)
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
9.3/10
- 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)
- Device data log
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
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
6/10
- 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
5.7/10
- 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
9.4/10
- 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
10/10
- 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
- Manager Dashboard (The Headquarters)
- Schedule Reports
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
9.3/10
- 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
- Agent device management
- Automatic redaction
- Email compliance archive
8.6/10
- 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)
- 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
- Time tracking
- Assume identity
7.3/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Printer-friendly
- Date comparisons
- Facebook in-sync app
10/10
- Problem Management
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.
Zendesk
5 of 5
The key goals to deliver fast and quality responses to ticket and communicate on multiple channels are smoothly fulfilled with Zendesk....
4 of 5
Zendesk proved to be efficient in a quick issue resolution on multiple channels on time. The collaboration features enhanced and improv...
5 of 5
Zendesk provides a comprehensible UI and a lot of useful capabilities. It is worth to mention the outstanding features of customer sati...