Compare Salesforce Service Cloud vs Freshdesk
See this
comparison of Salesforce Service Cloud vs. Freshdesk
based on data from user reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,517 reviews. Freshdesk rates 4.4/5 stars with 2,047 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Salesforce Service Essentials
$ 25 USD
Per user/month (billed annually)
Sprout
Free
for UNLIMITED agents
 
Lightning Professional
$ 75 USD
Per user/month (billed annually)
Blossom
$19
/ agent / month billed annually
 
Lightning Enterprise
$ 150 USD
Per user/month (billed annually)
Garden
$35
/ agent / month billed annually
 
Lightning Unlimited
$ 300 USD
Per user/month (billed annually)
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Salesforce Service Cloud
Salesforce Service Essentials
$ 25 USDPer user/month (billed annually)
Lightning Professional
$ 75 USDPer user/month (billed annually)
Lightning Enterprise
$ 150 USDPer user/month (billed annually)
Lightning Unlimited
$ 300 USDPer user/month (billed annually)
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.4
8.5
Ease of Use
Ease of Use
8.0
8.8
Ease of Setup
Ease of Setup
7.5
8.5
Ease of Admin
Ease of Admin
7.9
8.7
Quality of Support
Quality of Support
8.1
8.9
Ease of Doing Business With
Ease of Doing Business With
8.4
8.8
Product Direction (% positive)
Product Direction (% positive)
7.8
8.6
Meets Requirements
Salesforce Service Cloud
8.4
Freshdesk
8.5
Ease of Use
Salesforce Service Cloud
8.0
Freshdesk
8.8
Ease of Setup
Salesforce Service Cloud
7.5
Freshdesk
8.5
Ease of Admin
Salesforce Service Cloud
7.9
Freshdesk
8.7
Quality of Support
Salesforce Service Cloud
8.1
Freshdesk
8.9
Ease of Doing Business With
Salesforce Service Cloud
8.4
Freshdesk
8.8
Product Direction (% positive)
Salesforce Service Cloud
7.8
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
Salesforce Service Cloud
8.1
Freshdesk
8.4
Response Automation
Salesforce Service Cloud
8.1
Freshdesk
8.4
SLA Management
Salesforce Service Cloud
8.0
Freshdesk
8.2
Attachments/Screencasts
Salesforce Service Cloud
7.6
Freshdesk
8.4
Ticket Collaboration
Salesforce Service Cloud
8.1
Freshdesk
8.6
Ticket creation user experience
Salesforce Service Cloud
8.3
Freshdesk
8.9
Ticket response user experience
Salesforce Service Cloud
8.2
Freshdesk
8.8
Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.4
Freshdesk
8.8
Searchable Articles
Salesforce Service Cloud
8.2
Freshdesk
8.6
Community Forums
Salesforce Service Cloud
8.2
Freshdesk
8.4
Interactive FAQs & Forums
Salesforce Service Cloud
7.9
Freshdesk
8.5
Communication
Pop-up Chat
Salesforce Service Cloud
8.4
Freshdesk
9.0
Notifications
Salesforce Service Cloud
8.0
Freshdesk
8.8
Targeted Emails
Salesforce Service Cloud
8.3
Freshdesk
9.0
In-App Messaging
Salesforce Service Cloud
8.4
Freshdesk
Not enough data available
Process
Mentions
Salesforce Service Cloud
8.6
Freshdesk
Not enough data available
Tickets
Salesforce Service Cloud
8.4
Freshdesk
9.4
Macros
Salesforce Service Cloud
8.2
Freshdesk
8.8
Collaboration
Salesforce Service Cloud
8.6
Freshdesk
9.1
Interaction
Web Portals
Salesforce Service Cloud
8.3
Freshdesk
7.2
Forum to Reponse
Salesforce Service Cloud
8.3
Freshdesk
8.5
Tickets and Tagging
Salesforce Service Cloud
8.5
Freshdesk
8.8
Live Chat
Salesforce Service Cloud
8.2
Freshdesk
8.8
Internal Use
Customization
Salesforce Service Cloud
8.1
Freshdesk
8.0
Conversation Archiving
Salesforce Service Cloud
8.2
Freshdesk
Not enough data available
Lead Development
Salesforce Service Cloud
8.2
Freshdesk
Not enough data available
Knowledge Base
Salesforce Service Cloud
7.9
Freshdesk
8.9
Team Inbox
Salesforce Service Cloud
8.4
Freshdesk
8.9
Customer Profiles
Salesforce Service Cloud
8.3
Freshdesk
8.6
Channels
Phone
Salesforce Service Cloud
8.2
Freshdesk
8.8
Text
Salesforce Service Cloud
8.4
Freshdesk
Not enough data available
Email
Salesforce Service Cloud
8.6
Freshdesk
9.3
Social
Salesforce Service Cloud
8.1
Freshdesk
8.9
Live Chat
Salesforce Service Cloud
8.2
Freshdesk
9.1
Insight
Surveys
Salesforce Service Cloud
8.1
Freshdesk
8.8
Reporting
Salesforce Service Cloud
8.6
Freshdesk
Not enough data available
Visitor Activity
Salesforce Service Cloud
8.3
Freshdesk
8.8
Help Desk
Salesforce Service Cloud
8.6
Freshdesk
9.2
Communication Channels
Customer Portal
Salesforce Service Cloud
8.2
Freshdesk
8.6
Email to Case
Salesforce Service Cloud
8.5
Freshdesk
8.9
Chat/Live Support
Salesforce Service Cloud
7.9
Freshdesk
8.5
Social Integration
Salesforce Service Cloud
7.9
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
Salesforce Service Cloud
8.0
Freshdesk
8.3
Customer and Contacts Database
Salesforce Service Cloud
8.2
Freshdesk
8.0
Products and Version Tracking
Salesforce Service Cloud
8.0
Freshdesk
8.2
Call Scripting
Salesforce Service Cloud
7.9
Freshdesk
8.1
Interactive Voice Response (IVR)
Salesforce Service Cloud
7.9
Freshdesk
8.3
Self Service/Community
Forums
Salesforce Service Cloud
8.0
Freshdesk
8.3
Knowledge Base
Salesforce Service Cloud
8.2
Freshdesk
8.5
Ideas/Feedback
Salesforce Service Cloud
8.0
Freshdesk
8.3
Q&A
Salesforce Service Cloud
8.1
Freshdesk
8.5
Reporting & Analytics
Social Monitoring
Salesforce Service Cloud
8.0
Freshdesk
8.2
Reporting
Salesforce Service Cloud
8.0
Freshdesk
7.8
Dashboards
Salesforce Service Cloud
8.0
Freshdesk
8.2
Platform
ITIL Compliance
Salesforce Service Cloud
8.2
Freshdesk
8.2
Mobile User Support
Salesforce Service Cloud
7.7
Freshdesk
8.1
Customization
Salesforce Service Cloud
8.1
Freshdesk
8.0
User, Role, and Access Management
Salesforce Service Cloud
8.4
Freshdesk
8.5
Internationalization
Salesforce Service Cloud
8.0
Freshdesk
8.1
Performance & Reliability
Salesforce Service Cloud
8.2
Freshdesk
8.8
Integration APIs
Salesforce Service Cloud
8.0
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
25.1%
53.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.7%
36.1%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.1%
10.8%
Salesforce Service Cloud
Small-Business
25.1%
Mid-Market
40.7%
Enterprise
34.1%
Freshdesk
Small-Business
53.1%
Mid-Market
36.1%
Enterprise
10.8%

Reviewers' Industry

 
Information Technology and Services
14.6%
Information Technology and Services
20.4%
 
Computer Software
14.3%
Computer Software
14.0%
 
Internet
8.1%
Internet
5.9%
 
Hospital & Health Care
3.7%
Education Management
3.7%
 
Financial Services
3.4%
E-Learning
3.4%
 
Other
56.0%
Other
52.7%
Salesforce Service Cloud
Information Technology and Services
14.6%
Computer Software
14.3%
Internet
8.1%
Hospital & Health Care
3.7%
Financial Services
3.4%
Other
56.0%
Freshdesk
Information Technology and Services
20.4%
Computer Software
14.0%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.7%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
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...

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...

Most Helpful Critical Review
Most Helpful Critical Review
G2 Crowd User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
Salesforce Service Cloud
Most Helpful Favorable Review
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...

Most Helpful Critical Review
G2 Crowd User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Freshdesk
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...

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

They do not offer a WYSIWYG editor globally.

Screenshots

 
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Videos

 
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Freshdesk
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