Zoho Desk vs Zendesk vs Salesforce Service Cloud
Overview
Zoho Desk
Designed to deliver top of the line customer support, Zoho Desk is a platform that companies use to increase agent productivity, devise more accurate analytics, and improve general...workflow. The tool is also used to determine KPIs, as well as identify performance bottlenecks. It is a robust system that is trusted by many big name companies. It has gained trust among marketers, managers, retailers, and business owners as it allows them to provide a unified customer service that is not only of high quality but round-the-clock.
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 help desk to th...e 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
Pricing
Zoho Desk
- Zoho Desk Free $0
- Zoho Desk Standard $20
- Zoho Desk Professional $35
- Zoho Desk Enterprise $50
- Free trial not available
Zendesk
- Zendesk Team $19
- Zendesk Professional $49
- Zendesk Enterprise $99
—
- Free trial not available
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
Feature comparison
Zoho Desk
6.7/10
- Agent collision prevention
- Bulk actions
- Canned forms
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Tags
- Traffic cop
- Contextual Workspaces
- Dynamic content
- Email scheduling
- Essentials Card
- Guided Mode
- Interaction History (Ticket activities)
- Shared canned responses
- Skills-based routing
- Auto Bcc
3.3/10
- 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 profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Satisfaction Prediction
- Customer journey
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
10/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
8.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Premium Sandbox
- Sandbox test environment
4/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Form templates
- Task Management
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
8/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- Internal Help Center
- Related articles
8.1/10
- API rate limit
- Cloud telephony integration app
- Endpoints
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
- Email integration with Outlook
- Gamification
7.5/10
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
7.5/10
- 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
- Ticket volume trends
- User-specific reporting
- Advanced Insights
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Zendesk Benchmark
7.1/10
- Business rules analysis
- Content Delivery Network
- Custom email servers
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- 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
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Agent device management
- Audit logs
- Automatic redaction
- Digitally signed emails (DKIM/DMARC)
- Email compliance archive
- PCI compliance (Level 1)
10/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Support Bot
- Twitter
- Web Widget
8.8/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Split tickets
- Ticket export
- Ticket templates
- Time tracking
- Watch tickets
- Assume identity
- Support workflow
7.3/10
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Date comparisons
- Announcements
- Multiple currencies
0/10
- Problem Management
0/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
Zendesk
7.8/10
- Agent collision prevention
- Bulk actions
- Canned forms
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Tags
- Traffic cop
- Contextual Workspaces
- Dynamic content
- Email scheduling
- Essentials Card
- Guided Mode
- Interaction History (Ticket activities)
- Shared canned responses
- Skills-based routing
- Auto Bcc
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 profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Satisfaction Prediction
- Customer journey
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
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
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
9.2/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Premium Sandbox
- Sandbox test environment
6/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Form templates
- Task 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
- Rich text Help Center articles
- SEO
- Unlimited data
- Internal Help Center
- Related articles
9.4/10
- API rate limit
- Cloud telephony integration app
- Endpoints
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
- Email integration with Outlook
- Gamification
0/10
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
10/10
- 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
- Ticket volume trends
- User-specific reporting
- Advanced Insights
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Zendesk Benchmark
8.9/10
- Business rules analysis
- Content Delivery Network
- Custom email servers
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- 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
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Agent device management
- Audit logs
- Automatic redaction
- Digitally signed emails (DKIM/DMARC)
- Email compliance archive
- PCI compliance (Level 1)
9.2/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Support Bot
- Twitter
- Web Widget
7.1/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Split tickets
- Ticket export
- Ticket templates
- Time tracking
- Watch tickets
- Assume identity
- Support workflow
7.3/10
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Date comparisons
- Announcements
- Multiple currencies
10/10
- Problem Management
0/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
Salesforce Service Cloud
6.3/10
- Agent collision prevention
- Bulk actions
- Canned forms
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Tags
- Traffic cop
- Contextual Workspaces
- Dynamic content
- Email scheduling
- Essentials Card
- Guided Mode
- Interaction History (Ticket activities)
- Shared canned responses
- Skills-based routing
- Auto Bcc
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 profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Satisfaction Prediction
- Customer journey
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
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
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
8.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Premium Sandbox
- Sandbox test environment
8/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Form templates
- Task 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
- Rich text Help Center articles
- SEO
- Unlimited data
- Internal Help Center
- Related articles
7.5/10
- API rate limit
- Cloud telephony integration app
- Endpoints
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
- Email integration with Outlook
- Gamification
2.5/10
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
5.5/10
- 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
- Ticket volume trends
- User-specific reporting
- Advanced Insights
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Zendesk Benchmark
7.5/10
- Business rules analysis
- Content Delivery Network
- Custom email servers
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- 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
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Agent device management
- Audit logs
- Automatic redaction
- Digitally signed emails (DKIM/DMARC)
- Email compliance archive
- PCI compliance (Level 1)
7.7/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Support Bot
- Twitter
- Web Widget
5.9/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Split tickets
- Ticket export
- Ticket templates
- Time tracking
- Watch tickets
- Assume identity
- Support workflow
6.4/10
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Date comparisons
- Announcements
- Multiple currencies
0/10
- Problem Management
10/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
Reviews
Zoho Desk
October 18, 2020
It's an awesome platform. Very nice to see Zoho Desk as one of the standout products in G2Crowd. It deserves to be up there with other ...
October 1, 2020
Zoho Desk is one of the simplest tools for making and tracking tickets to help resolve problems brought up by customers. This can easil...
5 of 5 September 30, 2020
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. ...
Zendesk
5 of 5 April 29, 2019
The key goals to deliver fast and quality responses to ticket and communicate on multiple channels are smoothly fulfilled with Zendesk....
4 of 5 April 24, 2019
Zendesk proved to be efficient in a quick issue resolution on multiple channels on time. The collaboration features enhanced and improv...
5 of 5 April 16, 2019
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 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...