What users are saying about
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Top Rated
224 Ratings
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Top Rated
498 Ratings

Salesforce Service Cloud

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Top Rated
224 Ratings
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Score 8.7 out of 101

Zendesk

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Top Rated
498 Ratings
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Score 8.3 out of 101

Likelihood to Recommend

Salesforce Service Cloud

Service Cloud Is great for any scenario where case management is needed and seamless integration to the CRM is desired. Service Cloud and its features may be less useful for the commercial side of the organization, though I know some non-support users that use the Service Cloud setup for accessing all aspects of SFDC because they like the interface more than Sales Cloud.
No photo available

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson profile photo

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
8.7
Zendesk
8.6
Organize and prioritize service tickets
Salesforce Service Cloud
8.9
Zendesk
8.9
Expert directory
Salesforce Service Cloud
7.9
Zendesk
7.9
Subscription-based notifications
Salesforce Service Cloud
8.5
Zendesk
8.2
ITSM collaboration and documentation
Salesforce Service Cloud
8.7
Zendesk
8.1
Ticket creation and submission
Salesforce Service Cloud
9.1
Zendesk
9.3
Ticket response
Salesforce Service Cloud
9.0
Zendesk
9.1

Self Help Community

Salesforce Service Cloud
8.8
Zendesk
8.3
External knowledge base
Salesforce Service Cloud
9.0
Zendesk
8.4
Internal knowledge base
Salesforce Service Cloud
8.6
Zendesk
8.2

Multi-Channel Help

Salesforce Service Cloud
8.8
Zendesk
8.5
Customer portal
Salesforce Service Cloud
8.9
Zendesk
8.6
IVR
Salesforce Service Cloud
8.5
Zendesk
8.2
Social integration
Salesforce Service Cloud
8.9
Zendesk
8.1
Email support
Salesforce Service Cloud
8.9
Zendesk
9.0
Help Desk CRM integration
Salesforce Service Cloud
8.7
Zendesk
8.6

Pros

Salesforce Service Cloud

  • Case management and tracking customer interactions.
  • Integrations with other data sources to provide a 360 degree customer view when they contact us.
  • Knowledge management integration into cases is especially useful to make our users more consistent with shared knowledge.
Hans Hong profile photo

Zendesk

  • Integration is amazing due to the number of partner add ins they offer with pre-built integrations to common tools like, JIRA, Slack, Salesforce, Hubspot, ChurnZero.
  • Extensibility into so many other areas of our business. Allowing us to build targets to accept triggered responses in a number of data formats from custom recipes allows us to make Zendesk update and notify other systems on demand in realtime avoiding costly polling automation scripts.
  • API and App frameworks are also very well implemented and provide a framework to build custom applications to call our Zendesk account to perform automation and updates as well as build specific tools right inside the product while our agents are working. This can be very helpful since they have a marketplace that allows many other services to also integrate here.
Lou Gallo profile photo

Cons

Salesforce Service Cloud

  • Salesforce has a flexible model for routing of cases, but it could use improvement in the area of skills based routing and more complicated case assignment based on agent presence. Salesforce has this on their roadmap, so the functionality appears to be coming, but this is a typical area of customization when it comes to implementation.
  • Service Cloud runs many large call centers around the world, but Salesforce could improve upon the process of onboarding and offboarding agents when it comes to high turnover and large call centers. This can certainly be done, but it's a bit of administrative work for customers today.
  • Service Cloud has grown significantly and one evidence of that is the speed of product change in areas such as Questions, Answers, and Chatter Answers. They are all designed to be the same type of interaction where a customer can ask something of the community, be given possible solutions, and continue to post their question and receive an answer. That particular feature has been evolving, though it has not significantly affected existing implementations. The good thing is, the product keeps maturing.
Jeff Grosse profile photo

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo profile photo

Likelihood to Renew

Salesforce Service Cloud

Salesforce Service Cloud 9.5
Based on 4 answers
It meets all of the business needs at a reasonable rate. Given our usage of Salesforce, it only makes sense to continue using it
Patrick Slaven profile photo

Zendesk

Zendesk 10.0
Based on 37 answers
We love Zendesk. For a small IT shop (13 IT Staff, 1,300+ users) it provides everything we need to be efficient and timely in responding to various issues.
David Drinnon profile photo

Usability

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction
Jeff Grosse profile photo

Zendesk

Zendesk 8.5
Based on 14 answers
This product can be taught to, used by, and retained by anyone. I have taught this product to some very computer illiterate people and they not only got it, but retained it.
Colby Wood profile photo

Reliability and Availability

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
We have not seen any significant down times for Zendesk, out of the term of our relationship only one window of a couple hours has ever been caused by loss of service.(Website being down)
Joe London profile photo

Performance

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
Fast interface and never any performance issues.
Joe London profile photo

Support

Salesforce Service Cloud

Salesforce Service Cloud 4.0
Based on 2 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
No photo available

Zendesk

Zendesk 9.1
Based on 18 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce profile photo

Online Training

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 1 answer
No answer on this topic is available.

Zendesk

Zendesk 7.9
Based on 9 answers
Training was useful and provided us with the resources needed to take our helpdesk to the next level.
Joe London profile photo

Implementation

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.0
Based on 17 answers
There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.
Rob Sherman profile photo

Alternatives Considered

Salesforce Service Cloud

Salesforce Service Cloud is a leading product for a reason. It's easy for new and seasoned technological users to pick up on. Salesforce Service Cloud makes sense for businesses of different sizes and across industries to benefit from in some way, shape, or form. Customers will be just as happy as the businesses that implement the technology.
No photo available

Zendesk

Zendesk is much cleaner, simpler, and the support staff is faster to respond with actual solutions than the larger solutions. It is also a lot cheaper, both in license cost and in cost to implement. There are also a number of additional support channels (which I am not personally using) which give us a number of options around supporting customers, again very simply and inexpensively.When I have large scale, complex reporting, integration, or reporting needs, Zendesk will probably come up short compared to the other larger players.
Kevin Pearce profile photo

Return on Investment

Salesforce Service Cloud

  • Salesforce allowed us to identify where our representatives were spending the most time and helped us improve their efficiency. This allowed us to handle more cases per representative without impacting the user. Organizing our tickets and standardizing our responses has helped immensely.
No photo available

Zendesk

  • Allowed to create a service group from "scratch" and put more organization around supporting our customers
Daniel Coburn profile photo

Pricing Details

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

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