Salesforce Service Cloud vs Zendesk 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
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
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 Pro Suite $100
- Salesforce Service Cloud Unlimited $330
- Free trial
Zendesk
- Support Team $19
- Support Professional $55
- Support Enterprise $115
—
- Free trial
SolarWinds Service Desk
- SolarWinds Service Desk Team $39
- SolarWinds Service Desk Business $79
- SolarWinds Service Desk Professional $99
—
- Free trial
Feature comparison
Salesforce Service Cloud
6.1/10
- 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
- Email scheduling
- Essentials Card
- Group your agents
- Guided Mode
- Interaction History (Ticket activities)
- Light Agents
- Tags
- Add reminders on to-dos
- Edit/hide threads
- To-dos
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
- Dynamic ticket forms
- SLA reporting
5.7/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
- Multiple SLA Policies
- 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
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
- Gamification
- HubSpot Integration
- Salesforce integration
- Webhooks
7.1/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Mobile Devices
- People Shared Services Ready
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
- Manager Dashboard (The Headquarters)
- Performance distribution
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
- Zendesk Benchmark
7.5/10
- 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
- Agent device management
- Automatic redaction
- Business rules analysis
- Email compliance archive
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- User provisioning
7.7/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- 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
- Assume identity
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Time tracking
6.4/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Date comparisons
- Facebook in-sync app
- Printer-friendly
0/10
- Problem Management
- Change Management
- Release Management
0/10
- Asset Relationship Mapping
- ITSM Process Integration
Zendesk
7.5/10
- 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
- Email scheduling
- Essentials Card
- Group your agents
- Guided Mode
- Interaction History (Ticket activities)
- Light Agents
- Tags
- Add reminders on to-dos
- Edit/hide threads
- To-dos
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
- Dynamic ticket forms
- SLA reporting
4.3/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
- Multiple SLA Policies
- Customize Incident Lifecycle
- Service Catalog
0/10
- 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
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
- Gamification
- HubSpot Integration
- Salesforce integration
- Webhooks
0/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Mobile Devices
- People Shared Services Ready
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
- Manager Dashboard (The Headquarters)
- Performance distribution
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
- Zendesk Benchmark
8.9/10
- 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
- Agent device management
- Automatic redaction
- Business rules analysis
- Email compliance archive
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- User provisioning
9.2/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- 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
- Assume identity
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Time tracking
7.3/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Date comparisons
- Facebook in-sync app
- Printer-friendly
3.3/10
- Problem Management
- Change Management
- Release Management
0/10
- Asset Relationship Mapping
- ITSM Process Integration
SolarWinds Service Desk
6.1/10
- 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
- Email scheduling
- Essentials Card
- Group your agents
- Guided Mode
- Interaction History (Ticket activities)
- Light Agents
- Tags
- Add reminders on to-dos
- Edit/hide threads
- To-dos
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
6.7/10
- 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
- Dynamic ticket forms
- SLA reporting
7.1/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
- Multiple SLA Policies
- 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
4/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Internal Help Center
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
- Gamification
- HubSpot Integration
- Salesforce integration
- Webhooks
2.9/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Mobile Devices
- People Shared Services Ready
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
- Manager Dashboard (The Headquarters)
- Performance distribution
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
- Zendesk Benchmark
5.7/10
- 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
- Agent device management
- Automatic redaction
- Business rules analysis
- Email compliance archive
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- User provisioning
3.1/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Chat Support (in English)
- 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
- Assume identity
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Time tracking
5.5/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Date comparisons
- Facebook in-sync app
- Printer-friendly
10/10
- Problem Management
- Change Management
- Release Management
10/10
- Asset Relationship Mapping
- ITSM Process Integration
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...
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...
SolarWinds Service Desk
4 of 5
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
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
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...