Compare Salesforce Service Cloud, UseResponse, Zendesk Support, and Help Scout

Pricing

 
Salesforce Service Essentials
$ 25 USD
Per user/month (billed annually)
Enterprise Package
$3000+
per solution
Essential
$5
/month
Basic
$8
user/month
 
Lightning Professional
$ 75 USD
Per user/month (billed annually)
Self-Hosted
$899
one-time fee
Team
$19
/month
Plus
$27
user/month
 
Lightning Enterprise
$ 150 USD
Per user/month (billed annually)
Cloud
$15
per agent, per month
Professional
$49
/month
Standard
$15
user/month
 
Lightning Unlimited
$ 300 USD
Per user/month (billed annually)
Enterprise
$99
/month
 
Free Trial
Free Trial Unavailable
Free Trial
Free Trial Unavailable
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
UseResponse
Enterprise Package
$3000+per solution
Self-Hosted
$899one-time fee
Cloud
$15per agent, per month
Free Trial Unavailable
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial
Help Scout
Basic
$8user/month
Plus
$27user/month
Standard
$15user/month
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.4
9.0
8.6
8.4
Ease of Use
Ease of Use
8.0
9.3
8.6
9.2
Ease of Setup
Ease of Setup
7.5
9.2
8.2
8.8
Ease of Admin
Ease of Admin
7.9
9.2
8.3
8.8
Quality of Support
Quality of Support
8.1
9.9
8.4
8.8
Ease of Doing Business With
Ease of Doing Business With
8.4
9.8
8.4
9.0
Product Direction (% positive)
Product Direction (% positive)
7.8
10.0
7.6
7.7
Meets Requirements
Salesforce Service Cloud
8.4
UseResponse
9.0
Zendesk Support
8.6
Help Scout
8.4
Ease of Use
Salesforce Service Cloud
8.0
UseResponse
9.3
Zendesk Support
8.6
Help Scout
9.2
Ease of Setup
Salesforce Service Cloud
7.5
UseResponse
9.2
Zendesk Support
8.2
Help Scout
8.8
Ease of Admin
Salesforce Service Cloud
7.9
UseResponse
9.2
Zendesk Support
8.3
Help Scout
8.8
Quality of Support
Salesforce Service Cloud
8.1
UseResponse
9.9
Zendesk Support
8.4
Help Scout
8.8
Ease of Doing Business With
Salesforce Service Cloud
8.4
UseResponse
9.8
Zendesk Support
8.4
Help Scout
9.0
Product Direction (% positive)
Salesforce Service Cloud
7.8
UseResponse
10.0
Zendesk Support
7.6
Help Scout
7.7

Features

Ticket and Case Management
Workflow
Salesforce Service Cloud
8.1
UseResponse
9.3
Zendesk Support
8.5
Help Scout
8.2
Response Automation
Salesforce Service Cloud
8.1
UseResponse
9.5
Zendesk Support
8.4
Help Scout
8.4
SLA Management
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
8.1
Help Scout
Not enough data available
Attachments/Screencasts
Salesforce Service Cloud
7.7
UseResponse
9.6
Zendesk Support
8.3
Help Scout
8.4
Ticket Collaboration
Salesforce Service Cloud
8.1
UseResponse
9.4
Zendesk Support
8.6
Help Scout
8.8
Ticket creation user experience
Salesforce Service Cloud
8.3
UseResponse
9.5
Zendesk Support
8.9
Help Scout
9.2
Ticket response user experience
Salesforce Service Cloud
8.2
UseResponse
9.3
Zendesk Support
8.7
Help Scout
9.3
Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Zendesk Support
8.6
Help Scout
8.7
Searchable Articles
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.6
Help Scout
7.8
Community Forums
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.2
Help Scout
8.3
Interactive FAQs & Forums
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Zendesk Support
8.2
Help Scout
8.1
Interaction
Web Portals
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Zendesk Support
8.6
Help Scout
8.8
Forum to Reponse
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Zendesk Support
8.5
Help Scout
8.0
Tickets and Tagging
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Zendesk Support
8.9
Help Scout
8.7
Live Chat
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.5
Help Scout
6.4
Communication Channels
Customer Portal
Salesforce Service Cloud
8.2
UseResponse
9.6
Zendesk Support
8.4
Help Scout
9.0
Email to Case
Salesforce Service Cloud
8.5
UseResponse
9.4
Zendesk Support
8.8
Help Scout
9.2
Chat/Live Support
Salesforce Service Cloud
7.9
UseResponse
9.0
Zendesk Support
8.4
Help Scout
6.9
Social Integration
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Zendesk Support
8.1
Help Scout
7.7
Call Center
Make, Receive, and Record Calls
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
8.0
Help Scout
Not enough data available
Customer and Contacts Database
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.1
Help Scout
7.6
Products and Version Tracking
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
8.1
Help Scout
Not enough data available
Call Scripting
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Zendesk Support
7.8
Help Scout
Not enough data available
Interactive Voice Response (IVR)
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Zendesk Support
7.7
Help Scout
Not enough data available
Self Service/Community
Forums
Salesforce Service Cloud
8.0
UseResponse
8.6
Zendesk Support
8.0
Help Scout
Not enough data available
Knowledge Base
Salesforce Service Cloud
8.1
UseResponse
9.3
Zendesk Support
8.4
Help Scout
8.3
Ideas/Feedback
Salesforce Service Cloud
8.0
UseResponse
8.9
Zendesk Support
8.1
Help Scout
9.2
Q&A
Salesforce Service Cloud
8.1
UseResponse
9.6
Zendesk Support
8.2
Help Scout
9.7
Reporting & Analytics
Social Monitoring
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
7.9
Help Scout
Not enough data available
Reporting
Salesforce Service Cloud
8.0
UseResponse
8.1
Zendesk Support
7.9
Help Scout
8.0
Dashboards
Salesforce Service Cloud
8.0
UseResponse
8.1
Zendesk Support
8.1
Help Scout
8.2
Platform
ITIL Compliance
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.1
Help Scout
Not enough data available
Mobile User Support
Salesforce Service Cloud
7.7
UseResponse
9.3
Zendesk Support
8.1
Help Scout
Not enough data available
Customization
Salesforce Service Cloud
8.1
UseResponse
9.2
Zendesk Support
8.0
Help Scout
7.5
User, Role, and Access Management
Salesforce Service Cloud
8.4
UseResponse
9.3
Zendesk Support
8.3
Help Scout
8.4
Internationalization
Salesforce Service Cloud
8.0
UseResponse
9.8
Zendesk Support
8.2
Help Scout
8.1
Performance & Reliability
Salesforce Service Cloud
8.2
UseResponse
8.5
Zendesk Support
8.5
Help Scout
9.4
Integration APIs
Salesforce Service Cloud
8.0
UseResponse
8.0
Zendesk Support
8.4
Help Scout
8.5

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
25.1%
40.0%
39.1%
57.4%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.7%
46.7%
44.6%
39.5%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.1%
13.3%
16.3%
3.1%
Salesforce Service Cloud
Small-Business
25.1%
Mid-Market
40.7%
Enterprise
34.1%
UseResponse
Small-Business
40.0%
Mid-Market
46.7%
Enterprise
13.3%
Zendesk Support
Small-Business
39.1%
Mid-Market
44.6%
Enterprise
16.3%
Help Scout
Small-Business
57.4%
Mid-Market
39.5%
Enterprise
3.1%

Reviewers' Industry

 
Information Technology and Services
14.6%
Information Technology and Services
25.0%
Computer Software
17.9%
Computer Software
22.5%
 
Computer Software
14.3%
Semiconductors
10.0%
Information Technology and Services
15.3%
Internet
18.9%
 
Internet
8.1%
Internet
10.0%
Internet
10.3%
Information Technology and Services
8.3%
 
Hospital & Health Care
3.7%
Higher Education
10.0%
Marketing and Advertising
4.9%
Marketing and Advertising
5.9%
 
Financial Services
3.4%
Financial Services
10.0%
Telecommunications
3.3%
Hospital & Health Care
4.7%
 
Other
56.0%
Other
35.0%
Other
48.4%
Other
39.6%
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%
UseResponse
Information Technology and Services
25.0%
Semiconductors
10.0%
Internet
10.0%
Higher Education
10.0%
Financial Services
10.0%
Other
35.0%
Zendesk Support
Computer Software
17.9%
Information Technology and Services
15.3%
Internet
10.3%
Marketing and Advertising
4.9%
Telecommunications
3.3%
Other
48.4%
Help Scout
Computer Software
22.5%
Internet
18.9%
Information Technology and Services
8.3%
Marketing and Advertising
5.9%
Hospital & Health Care
4.7%
Other
39.6%

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...

Loveday A.
Consultant in Marketing and Advertising

The UseResponse System interface is highly customisable to Our needs, and it’s easier for Our Team to use Its Self-Service Community integration to Gather ideas, Topic Voting, aggregate Problems, Questions, provide support with this great customer feedback...

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

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

Nicolas C.
Administrator in Information Technology and Services

Nothing

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Erin M.
Administrator

HelpScout's formatting tools in their articles are unreliable. There are times when formatting does not save correctly and items that have been bolded or italicized do not save as such.

 
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

UseResponse
Most Helpful Favorable Review
Loveday A.
Consultant in Marketing and Advertising

The UseResponse System interface is highly customisable to Our needs, and it’s easier for Our Team to use Its Self-Service Community integration to Gather ideas, Topic Voting, aggregate Problems, Questions, provide support with this great customer feedback...

Most Helpful Critical Review
Nicolas C.
Administrator in Information Technology and Services

Nothing

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Help Scout
Most Helpful Favorable Review
Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Most Helpful Critical Review
Erin M.
Administrator

HelpScout's formatting tools in their articles are unreliable. There are times when formatting does not save correctly and items that have been bolded or italicized do not save as such.

Screenshots

 
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Videos

 
No videos providedNo videos providedNo videos provided
Salesforce Service Cloud
UseResponse
No videos provided
Zendesk Support
No videos provided
Help Scout
No videos provided

Downloads

 No downloads providedNo downloads providedNo downloads provided
Salesforce Service Cloud
UseResponse
No downloads provided
Zendesk Support
No downloads provided
Help Scout
No downloads provided
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