Salesforce Service Cloud vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.8 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
Score 8.3 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
Salesforce Service CloudZendesk Suite
Editions & Modules
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
Salesforce Service CloudZendesk Suite
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Salesforce Service CloudZendesk Suite
Considered Both Products
Salesforce Service Cloud
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.
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 …
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 …
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 …
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.
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 …
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 …
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 …
Chose Salesforce Service Cloud
We chose Salesforce Service Cloud because we were already using Sales Cloud.
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 …
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 …
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.
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, …
Zendesk Suite
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 …
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
Chose Zendesk Suite
We have switched from Zendesk to Service Cloud in order to align our support and Sales departments.
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 …
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 …
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 …
Top Pros
Top Cons
Features
Salesforce Service CloudZendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.7
70 Ratings
11% above category average
Zendesk Suite
8.3
113 Ratings
6% above category average
Organize and prioritize service tickets8.868 Ratings8.7112 Ratings
Expert directory8.349 Ratings7.469 Ratings
Subscription-based notifications9.058 Ratings7.475 Ratings
ITSM collaboration and documentation8.454 Ratings8.271 Ratings
Ticket creation and submission9.268 Ratings9.3113 Ratings
Ticket response8.767 Ratings9.0112 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
8.8
66 Ratings
15% above category average
Zendesk Suite
8.1
100 Ratings
6% above category average
External knowledge base8.959 Ratings8.196 Ratings
Internal knowledge base8.864 Ratings8.289 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.8
70 Ratings
16% above category average
Zendesk Suite
7.9
111 Ratings
5% above category average
Customer portal8.750 Ratings7.685 Ratings
IVR8.533 Ratings7.937 Ratings
Social integration8.744 Ratings7.067 Ratings
Email support9.469 Ratings8.5109 Ratings
Help Desk CRM integration8.861 Ratings8.379 Ratings
Best Alternatives
Salesforce Service CloudZendesk Suite
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudZendesk Suite
Likelihood to Recommend
9.1
(76 ratings)
8.4
(151 ratings)
Likelihood to Renew
9.5
(6 ratings)
10.0
(40 ratings)
Usability
8.0
(12 ratings)
8.0
(24 ratings)
Availability
9.5
(21 ratings)
8.6
(13 ratings)
Performance
8.6
(7 ratings)
8.0
(10 ratings)
Support Rating
7.0
(20 ratings)
9.0
(29 ratings)
In-Person Training
-
(0 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)
User Testimonials
Salesforce Service CloudZendesk Suite
Likelihood to Recommend
Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
Read full review
Zendesk
Inbound messaging it is top notch, it does it well and couldn't imagine anyone's program doing it better. Like I said before been using ZenDesk for over 7 years and absolutely love it. We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager. For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions
Read full review
Pros
Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Read full review
Zendesk
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
Read full review
Cons
Salesforce
  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Read full review
Zendesk
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
Read full review
Likelihood to Renew
Salesforce
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Read full review
Zendesk
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
Read full review
Usability
Salesforce
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Read full review
Zendesk
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
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Reliability and Availability
Salesforce
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Read full review
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review
Performance
Salesforce
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
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Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review
Support Rating
Salesforce
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Read full review
Zendesk
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.
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Online Training
Salesforce
No answers on this topic
Zendesk
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
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Implementation Rating
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
Read full review
Zendesk
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
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Alternatives Considered
Salesforce
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 terms of pricing it is priced at a premium compared to the other solutions
Read full review
Zendesk
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product. The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.
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Return on Investment
Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
Read full review
Zendesk
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations