Salesforce Service Cloud vs. Zendesk Suite

Salesforce Service Cloud

397 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Salesforce Service Cloud	Score8.4 out of 10	N/A	Service 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
Zendesk Suite	Score8.8 out of 10	N/A	Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.	$69 per month per agent

Pricing

Salesforce Service Cloud

Zendesk Suite

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

Suite Team: $69
per month per agent
Suite Growth: $115
per month per agent
Suite Professional: $149
per month per agent
Suite Enterprise: Contact Sales

Pricing Offerings
Salesforce Service Cloud	Zendesk Suite
Free Trial
Yes	Yes
Free/Freemium Version
Yes	No
Premium Consulting/Integration Services
No	Yes

No setup fee

Optional

—

20% discount available with annual pricing.

Community Pulse
Key User Insights
	Salesforce Service Cloud	Zendesk Suite
Considered Both Products	Salesforce Verified User Chose Salesforce Service Cloud Zendesk has it's own challenges in terms of Administrator difficulties and a completely different back-end than Salesforce Service Cloud. I would recommend Salesforce Service Cloud if you need a clean database of Companies and Contacts. Zendesk does not excel in overall CRM … Incentivized Helpful? Gordon Dalgleish Head of ICT Solutions in Sales at Arvato UK (Outsourcing/Offshoring, 1001-5000 employees) Chose Salesforce Service Cloud We were after a robust and very scalable solution, which could be rapidly implemented. Salesforce Service Cloud not only fitted the bill, but it was much easier to source skills and find on-line learning to help achieve our goals. Although the other technologies could have … Incentivized Helpful? Peter Vadelnieks Customer Support and Project Manager in Customer Service at SES-imagotag (Retail, 501-1000 employees) Chose Salesforce Service Cloud Salesforce is lightyears behind Zendesk. You have to be trained as a Salesforce admin to do anything, while Zendesk takes minutes to set up and is actually customer friendly. There are not native telephony options within Salesforce and the tools you use to integrate are … Incentivized Helpful? Verified User Chose Salesforce Service Cloud Zendesk changed their agreements making us unable to continue with them due to our agreements with our customers. SalesForce allowed us to maintain our customer agreements. Incentivized Helpful? Jonathan Tanis Director of Product Development in Corporate at BeyondPay, Inc. (Computer Software, 11-50 employees) Chose Salesforce Service Cloud Salesforce had the most flexibility, features and integrations. They were also so tightly integrated in with opportunity management and case management. I love having the ability to create custom objects to solve any kind of business problem. There is also a lot of … Incentivized Helpful? Verified User Chose Salesforce Service Cloud Salesforce Service Cloud has a solid reputation and brand recognition. The interface is user friendly enough to be utilized across an entire company with varying employee tech exposure. Service Cloud was selected due to the integration options with other software companies and … Incentivized Helpful? Verified User Chose Salesforce Service Cloud Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The … Incentivized Helpful? Verified User Chose Salesforce Service Cloud We chose Salesforce Service Cloud because we were already using Sales Cloud. Incentivized Helpful? Jessie Mead Salesforce Consultant in Information Technology at Independent (Financial Services, 501-1000 employees) Chose Salesforce Service Cloud Zendesk is great, but it doesn't allow for multiple ticketing channels to be linked to real time clients. Utilizing Service Cloud WITH Salesforce let's us see the full order/asset/tracking history that's occurred historically with buyers and sellers. The workflows are also … Incentivized Helpful? Verified User Chose Salesforce Service Cloud Salesforce Service offers the ability to customize the product to our business needs such as tracking workflow processes. While Zendesk is a good product it is limited to being more of a ticketing system, than a true overall Service application. Incentivized Helpful? 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 Helpful? Verified User Chose Salesforce Service Cloud The chat functionality and the app of Zopim is pretty robust and functional. I do feel like Zopim/Zendesk do have features and a very clean UI that at times does over perform Salesforce. Incentivized Helpful? Jeff Grosse Salesforce Service Cloud Practice Lead in Professional Services at Appirio (Information Technology and Services, 1001-5000 employees) Chose Salesforce Service Cloud Salesforce has increased their traction in the SMB space for service with the acquisition of Desk.com. It provides a good entry level solution for customer service and knowledge for less complex organizations. Additionally, it gets them up and running quicker. Without Desk.com, … Incentivized Helpful?	Zendesk Taylor Chapman Founder and CEO in Corporate at Ballparc (Information Technology & Services, 1-10 employees) Chose Zendesk Suite Zendesk is more user-friendly than Salesforce Service Cloud, although Salesforce Essentials has very attractive pricing for including both the sales and service components. Freshdesk is a strong alternative, but we ended up going with Zendesk given its industry-leader status. Incentivized Helpful? Verified User Chose Zendesk Suite To set up a service cloud for Salesforce, you need much more work and a dedicated person to do it. For Zendesk Suite, you just need a couple of hours and you are done, but again that really depends on where your customer data is stored, if your data is in Zendesk Suite, you are … Incentivized Helpful? Verified User Chose Zendesk Suite Salesforce is far more established but the price tag was too high for our small team. I would be surprised if we didn’t migrate to Salesforce when our team reaches a certain size Incentivized Helpful? Tyler Bell Manager, Collections in Finance and Accounting at Hudl (Sports, 501-1000 employees) Chose Zendesk Suite We have switched from Zendesk to Service Cloud in order to align our support and Sales departments. Incentivized Helpful? Peter Vadelnieks Customer Support and Project Manager in Customer Service at SES-imagotag (Retail, 501-1000 employees) Chose Zendesk Suite Zendesk is the gold standard and Salesforce is lightyears behind. It is such an inferior product and it's only being used because SF ropes/tricks people into using it because their sales organization is already using SF. Zendesk is so easy to use and Salesforce requires … Incentivized Helpful? Greg Larsen Director of Sales Strategy and Operations in Sales at Lingotek (Computer Software, 51-200 employees) Chose Zendesk Suite Zendesk was a lot more user-friendly than Service Cloud or Desk.com. We ultimately chose Zendesk for that reason. We felt like all of the platforms we were considering were going to be able to help us accomplish our main goal of handling inbound support tickets, but we felt … Incentivized Helpful? Verified User Chose Zendesk Suite SugarCRM - limited functionality compared to Zendesk. Salesforce - We also use this. Zendesk has less functionality and is not as easily customizable or flexible, but it is still a good value. ServiceNow - Great for incident management, but just broke out into the CRM realm and … Incentivized Helpful? Verified User Chose Zendesk Suite Here are the explanations for my preference of analysis Zendesk Suite to this end: Power + Usability: Zendesk Suite has abundant omnichannel coverage, acceptable automation, and decent reporting but does not go all in to full-custom dev mode, so hangs nicely in the space of … Incentivized Helpful?
	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

Salesforce Service Cloud

Zendesk Suite

Comparison of Incident and problem management features of Salesforce Service Cloud and Zendesk Suite
Feature	Salesforce Service Cloud 8.8 77 Ratings	Zendesk Suite 8.8 154 Ratings
Organize and prioritize service tickets	9.475 Ratings	9.2153 Ratings
Expert directory	8.553 Ratings	8.3102 Ratings
Subscription-based notifications	8.663 Ratings	8.6106 Ratings
ITSM collaboration and documentation	8.260 Ratings	8.5104 Ratings
Ticket creation and submission	9.375 Ratings	9.3153 Ratings
Ticket response	9.174 Ratings	9.3152 Ratings

Comparison of Self Help Community features of Salesforce Service Cloud and Zendesk Suite
Feature	Salesforce Service Cloud 8.7 72 Ratings	Zendesk Suite 8.5 139 Ratings
External knowledge base	8.463 Ratings	8.5133 Ratings
Internal knowledge base	8.970 Ratings	8.5127 Ratings

Comparison of Multi-Channel Help features of Salesforce Service Cloud and Zendesk Suite
Feature	Salesforce Service Cloud 8.7 77 Ratings	Zendesk Suite 9.0 150 Ratings
Customer portal	7.954 Ratings	9.2121 Ratings
IVR	8.834 Ratings	8.659 Ratings
Social integration	8.947 Ratings	8.597 Ratings
Email support	9.276 Ratings	9.4147 Ratings
Help Desk CRM integration	8.866 Ratings	9.2112 Ratings

User Ratings
	Salesforce Service Cloud	Zendesk Suite
Likelihood to Recommend	8.3 (83 ratings)	9.0 (192 ratings)
Likelihood to Renew	6.2 (8 ratings)	10.0 (43 ratings)
Usability	8.0 (12 ratings)	8.9 (65 ratings)
Availability	9.5 (28 ratings)	8.6 (13 ratings)
Performance	8.6 (7 ratings)	8.0 (10 ratings)
Support Rating	7.0 (20 ratings)	5.5 (31 ratings)
In-Person Training	10.0 (1 ratings)	10.0 (1 ratings)
Online Training	9.0 (1 ratings)	7.9 (9 ratings)
Implementation Rating	7.0 (1 ratings)	9.0 (18 ratings)
Configurability	- (0 ratings)	9.3 (3 ratings)
Ease of integration	5.0 (1 ratings)	- (0 ratings)
Vendor post-sale	8.0 (1 ratings)	- (0 ratings)
Vendor pre-sale	8.0 (1 ratings)	- (0 ratings)