Compare Freshdesk, Salesforce Service Cloud, and Kayako

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Freshdesk
Salesforce Service Cloud
Optimized for quick response
Kayako
Optimized for quick response
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Freshdesk
Freshdesk
4.4
Based on 2,012 reviews
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Salesforce Service Cloud
Salesforce Service Cloud
4.1
Based on 1,476 reviews
Optimized for quick response
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Kayako
Kayako
4.1
Based on 170 reviews
Optimized for quick response
 
Sprout
Free for UNLIMITED agents
Salesforce Service Essentials
$ 25 USD Per user/month (billed annually)
Inbox
$15 /agent/month
 
Blossom
$19 / agent / month billed annually
Lightning Professional
$ 75 USD Per user/month (billed annually)
Growth
$30 /agent/month
 
Garden
$35 / agent / month billed annually
Lightning Enterprise
$ 150 USD Per user/month (billed annually)
Scale
$60 /agent/month
 
Estate
$49 / agent / month billed annually
Lightning Unlimited
$ 300 USD Per user/month (billed annually)
 
Forest
$89 / agent / month billed annually
 
Free Trial
Free Trial
Free Trial
 $ Get a Quote$ Get a Quote$ Get a Quote$ Get a Quote$ Get a Quote$ Get a Quote
Meets RequirementsSee More
Meets RequirementsSee More
8.6
(Based on 1,872 reviews)
8.6
(Based on 1,322 reviews)
8.3
(Based on 163 reviews)
Ease of UseSee More
Ease of UseSee More
8.9
(Based on 1,882 reviews)
8.2
(Based on 1,324 reviews)
8.6
(Based on 161 reviews)
Ease of SetupSee More
Ease of SetupSee More
8.7
(Based on 1,347 reviews)
7.7
(Based on 580 reviews)
8.2
(Based on 116 reviews)
Ease of AdminSee More
Ease of AdminSee More
8.8
(Based on 1,381 reviews)
8.1
(Based on 585 reviews)
8.3
(Based on 121 reviews)
Quality of SupportSee More
Quality of SupportSee More
9.0
(Based on 1,817 reviews)
8.3
(Based on 1,165 reviews)
8.4
(Based on 151 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
9.0
(Based on 1,315 reviews)
8.5
(Based on 570 reviews)
8.6
(Based on 121 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
8.8
(Based on 1,867 reviews)
8.0
(Based on 1,304 reviews)
7.4
(Based on 160 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
53.4%
25.3%
57.2%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
35.8%
40.7%
35.5%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.7%
34.0%
7.2%
 
Information Technology and Services
20.5%
Information Technology and Services
14.7%
Information Technology and Services
23.7%
 
Computer Software
14.1%
Computer Software
14.6%
Computer Software
17.4%
 
Internet
5.9%
Internet
8.2%
Telecommunications
7.2%
 
Education Management
3.7%
Hospital & Health Care
3.6%
Internet
5.3%
 
E-Learning
3.5%
Financial Services
3.4%
Marketing and Advertising
3.9%
 
Other
52.4%
Other
55.5%
Other
42.5%
Most Helpful Favorable Review
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

G2 Crowd User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

Most Helpful Critical Review
Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

 
 

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

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