Zendesk vs Salesforce Service Cloud vs Freshservice
Overview
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
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
Freshservice
The help desk platforms for IT support and ITIL management had already hit the market of business software. Freshservice turns out to be a good option if you are looking for produc...tive IT support with a ticketing system. This help desk offers a handful of advanced tools for handling multiple channels, automate workflows, prevent damages, and analyze problems in any corporate scenario.
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
Zendesk
- Support Team $19
- Support Professional $55
- Support Enterprise $115
—
- Free trial
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
Freshservice
- Freshservice Starter $19
- Freshservice Growth $49
- Freshservice Pro $95
- Freshservice Enterprise $119
- Free trial
Feature comparison
Zendesk
7.5/10
- Agent collision prevention
- Bulk actions
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email scheduling
- Essentials Card
- Filtered Search
- Group your agents
- Guided Mode
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Tags
- Auto Bcc
- Canned forms
- Email signatures
- Personal canned responses
- Edit/hide threads
- Occasional agents
- Traffic cop
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 journey
- Customer Lists
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
- Satisfaction Prediction
- Customer 360
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
9.2/10
- Business Hours
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Custom status
4.3/10
- Approval Workflows
- Form templates
- Multiple SLA Policies
- Auto-suggest Solutions
- Task Management
- Customize Incident Lifecycle
- Service Catalog
3.3/10
- Problem Management
- Change Management
- Release Management
5.7/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
7/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- 301 Redirection
- Article Versioning
- Unlimited data
9.4/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Endpoints
9.5/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
- User-specific reporting
- Zendesk Benchmark
- Tickets closed reports
9.3/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Agent device management
- Audit logs
- Automatic redaction
- Business rules analysis
- Content Delivery Network
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Email compliance archive
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- 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 SSL certificates (default free)
- Field-Level Access Control
9.2/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Twitter
- Web Widget
- Support Bot
7.5/10
- Assume identity
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Outbound email
- Outgoing SMTP settings
- Time tracking
- Watch tickets
6.7/10
- Automatic sitemap generation
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Multiple currencies
- Voicemail integration
- Project Management
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
0/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- MSP
0/10
- Asset Relationship Mapping
- ITSM Process Integration
Salesforce Service Cloud
6.1/10
- Agent collision prevention
- Bulk actions
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email scheduling
- Essentials Card
- Filtered Search
- Group your agents
- Guided Mode
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Tags
- Auto Bcc
- Canned forms
- Email signatures
- Personal canned responses
- Edit/hide threads
- Occasional agents
- Traffic cop
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 journey
- Customer Lists
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
- Satisfaction Prediction
- Customer 360
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
8.3/10
- Business Hours
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Custom status
5.7/10
- Approval Workflows
- Form templates
- Multiple SLA Policies
- Auto-suggest Solutions
- Task Management
- Customize Incident Lifecycle
- Service Catalog
0/10
- Problem Management
- Change Management
- Release Management
10/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
9/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- 301 Redirection
- Article Versioning
- Unlimited data
7.5/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Endpoints
5.2/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
- User-specific reporting
- Zendesk Benchmark
- Tickets closed reports
7.8/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Agent device management
- Audit logs
- Automatic redaction
- Business rules analysis
- Content Delivery Network
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Email compliance archive
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- 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 SSL certificates (default free)
- Field-Level Access Control
7.7/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Twitter
- Web Widget
- Support Bot
6.3/10
- Assume identity
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Outbound email
- Outgoing SMTP settings
- Time tracking
- Watch tickets
5.8/10
- Automatic sitemap generation
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Multiple currencies
- Voicemail integration
- Project Management
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
8.3/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- MSP
0/10
- Asset Relationship Mapping
- ITSM Process Integration
Freshservice
6.1/10
- Agent collision prevention
- Bulk actions
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email scheduling
- Essentials Card
- Filtered Search
- Group your agents
- Guided Mode
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Tags
- Auto Bcc
- Canned forms
- Email signatures
- Personal canned responses
- Edit/hide threads
- Occasional agents
- Traffic cop
6.7/10
- Collaboration
- Linked tickets
- Parent-child ticketing
4.7/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer journey
- Customer Lists
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
- Satisfaction Prediction
- Customer 360
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
6.7/10
- Business Hours
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Custom status
8.6/10
- Approval Workflows
- Form templates
- Multiple SLA Policies
- Auto-suggest Solutions
- Task Management
- Customize Incident Lifecycle
- Service Catalog
10/10
- Problem Management
- Change Management
- Release Management
5.7/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
5/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- 301 Redirection
- Article Versioning
- Unlimited data
7.5/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Endpoints
5.7/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
- User-specific reporting
- Zendesk Benchmark
- Tickets closed reports
7/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Agent device management
- Audit logs
- Automatic redaction
- Business rules analysis
- Content Delivery Network
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Email compliance archive
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- 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 SSL certificates (default free)
- Field-Level Access Control
3.8/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Twitter
- Web Widget
- Support Bot
8.1/10
- Assume identity
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Outbound email
- Outgoing SMTP settings
- Time tracking
- Watch tickets
7.5/10
- Automatic sitemap generation
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Multiple currencies
- Voicemail integration
- Project Management
9.1/10
- 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
1.7/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- MSP
10/10
- Asset Relationship Mapping
- ITSM Process Integration
Reviews
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...
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...
Freshservice
5 of 5
Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservic...
5 of 5
Freshservice is a multifacet platform that is flexible and adapts to your business process. The first thing that spring the mind is the...
5 of 5
The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation a...