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Freshdesk vs. Salesforce Service Cloud

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Freshdesk

569 Reviews and Ratings

Salesforce Service Cloud

397 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Freshdesk

    Score8.7 out of 10
    		N/AFreshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…

    $0

    Up to 2 agents

    Salesforce Service Cloud

    Score8.4 out of 10
    		N/AService Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

    $25

    per month

    Pricing
    FreshdeskSalesforce Service Cloud
    Editions & Modules
    Free
    $0
    Up to 2 agents
    Growth
    $15
    per month (billed annually) per agent
    Pro
    $49
    per month (billed annually) per agent
    Enterprise
    $79
    per month (billed annually) per agent
    Starter Suite
    $25
    per month
    Pro Suite
    $100
    per month per user
    Enterprise
    $165
    per month per user
    Unlimited
    $330
    per month per user
    Agentforce 1
    $550
    per month per user
    Offerings
    Pricing Offerings
    FreshdeskSalesforce Service Cloud
    Free Trial
    YesYes
    Free/Freemium Version
    YesYes
    Premium Consulting/Integration Services
    YesNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    FreshdeskSalesforce Service Cloud
    Considered Both Products
    Freshworks Inc
    Verified User
    Chose Freshdesk
    Salesforce Service Cloud required a longer deployment time for us. It also required adding different modules to achieve the same level of integration between channels and tools. HubSpot Service Hub allowed us to do something similar to what we currently have in Freshdesk, with …
    Incentivized
    Athul Sivadas
    Senior Manager - CRM in Customer Service at Bolt.Earth (Automotive, 51-200 employees)
    Chose Freshdesk
    AI-powered automation, with its ability to integrate multiple communication channels—such as email, chat, and phone—into a single platform, helps us resolve common issues more quickly, reducing response times and allowing agents to focus on more complex inquiries. Their 24/7 …
    Incentivized
    Verified User
    Chose Freshdesk
    Over our time using Freshdesk we have tried to always keep up-to-date with other options within the sector but we've never found anything that has made us consider changing the system. Aside from features and costs we've always felt valued and supported as a customer so there …
    Incentivized
    Verified User
    Chose Freshdesk
    Functionality vs. price for Freshdesk was high compared to other products. It was also easier to understand and configure.
    Incentivized
    Salesforce
    Verified User
    Chose Salesforce Service Cloud
    The major value proposition is that service cloud offers integrated services. That covers a multitude of lacking features. All of our agents preferred Freshdesk. Salesforce service cloud was lacking so many basic features compared to it that it was frustrating to switch. Simple …
    Incentivized
    Verified User
    Chose Salesforce Service Cloud
    Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in …
    Incentivized
    Verified User
    Chose Salesforce Service Cloud
    Salesforce provides infinitely more features than Freshdesk, particularly regarding reporting. We previously felt we had squeezed as much as we could out of Freshdesk, however the possible functionalities and customisation of Salesforce seems endless! That said, I think if you …
    Incentivized
    Verified User
    Chose Salesforce Service Cloud
    Desk.com was our previous foray into customer support, and it was functional and worked quite well. It was not exactly the most intuitive to update, but it got the job done and was reliable.

    Freshdesk was our primary next decision, and we would have gone with them except we were …
    Incentivized
    Helen Kinnear
    Client Success Team Manager in Customer Service at Houst (Consumer Services, 51-200 employees)
    Chose Salesforce Service Cloud
    Salesforce allows a lot more visibility and allows us to build better reporting. It is initially trickier to set up and learn, however, comprehensive training and processes have lead to increased customer satisfaction and retention.
    Incentivized
    Patrick Slaven
    Business Analyst in Finance and Accounting at LifeEase Business Insurance Solutions (Insurance, 11-50 employees)
    Chose Salesforce Service Cloud
    We chose Service Cloud because of its deep, native integration with Salesforce, unified billing, and for the fact that we didn't have to learn or train on an entirely new platform. These other products were excellent, but for us it was more time and cost effective to use …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    FreshdeskSalesforce Service Cloud
    Incident and problem management
    Comparison of Incident and problem management features of Freshdesk and Salesforce Service Cloud
    Feature
    Freshdesk
    8.6
    174 Ratings
    Salesforce Service Cloud
    8.8
    77 Ratings
    Organize and prioritize service tickets9.2170 Ratings9.475 Ratings
    Expert directory8.0115 Ratings8.553 Ratings
    Subscription-based notifications8.43 Ratings8.663 Ratings
    ITSM collaboration and documentation7.64 Ratings8.260 Ratings
    Ticket creation and submission9.0170 Ratings9.375 Ratings
    Ticket response9.3170 Ratings9.174 Ratings
    Self Help Community
    Comparison of Self Help Community features of Freshdesk and Salesforce Service Cloud
    Feature
    Freshdesk
    8.0
    156 Ratings
    Salesforce Service Cloud
    8.7
    72 Ratings
    External knowledge base8.1142 Ratings8.463 Ratings
    Internal knowledge base8.0145 Ratings8.970 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Freshdesk and Salesforce Service Cloud
    Feature
    Freshdesk
    8.3
    165 Ratings
    Salesforce Service Cloud
    8.7
    77 Ratings
    Customer portal7.5141 Ratings7.954 Ratings
    IVR8.251 Ratings8.834 Ratings
    Social integration8.587 Ratings8.947 Ratings
    Email support9.4164 Ratings9.276 Ratings
    Help Desk CRM integration7.8101 Ratings8.866 Ratings
    User Ratings
    FreshdeskSalesforce Service Cloud
    Likelihood to Recommend
    8.7
    (241 ratings)
    8.3
    (83 ratings)
    Likelihood to Renew
    8.0
    (21 ratings)
    6.2
    (8 ratings)
    Usability
    8.0
    (41 ratings)
    8.0
    (12 ratings)
    Availability
    4.6
    (5 ratings)
    9.5
    (28 ratings)
    Performance
    5.5
    (5 ratings)
    8.6
    (7 ratings)
    Support Rating
    7.6
    (39 ratings)
    7.0
    (20 ratings)
    In-Person Training
    8.2
    (1 ratings)
    10.0
    (1 ratings)
    Online Training
    8.1
    (2 ratings)
    9.0
    (1 ratings)
    Implementation Rating
    8.6
    (171 ratings)
    7.0
    (1 ratings)
    Configurability
    5.4
    (6 ratings)
    -
    (0 ratings)
    Contract Terms and Pricing Model
    6.4
    (4 ratings)
    -
    (0 ratings)
    Ease of integration
    7.6
    (5 ratings)
    5.0
    (1 ratings)
    Product Scalability
    5.5
    (5 ratings)
    -
    (0 ratings)
    Professional Services
    6.4
    (1 ratings)
    -
    (0 ratings)
    Vendor post-sale
    6.8
    (4 ratings)
    8.0
    (1 ratings)
    Vendor pre-sale
    6.9
    (4 ratings)
    8.0
    (1 ratings)