Compare Salesforce Service Cloud, UseResponse, Zendesk Support, and Zoho Desk

Pricing

 
Salesforce Service Essentials
$ 25 USD
Per user/month (billed annually)
Self-Hosted
$899
one-time fee
Essential
$5
/month
FREE
$0
/agent/month
 
Lightning Professional
$ 75 USD
Per user/month (billed annually)
Enterprise Package
$3000+
per solution
Team
$19
/month
PROFESSIONAL
$12
/agent/month
 
Lightning Enterprise
$ 150 USD
Per user/month (billed annually)
Cloud
$15
per agent, per month
Professional
$49
/month
ENTERPRISE
$25
/agent/month
 
Lightning Unlimited
$ 300 USD
Per user/month (billed annually)
Enterprise
$99
/month
 
Free Trial
Free Trial Unavailable
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
UseResponse
Self-Hosted
$899one-time fee
Enterprise Package
$3000+per solution
Cloud
$15per agent, per month
Free Trial Unavailable
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.4
9.0
8.6
8.7
Ease of Use
Ease of Use
8.0
9.3
8.6
8.5
Ease of Setup
Ease of Setup
7.5
9.2
8.2
8.2
Ease of Admin
Ease of Admin
7.9
9.2
8.3
8.4
Quality of Support
Quality of Support
8.1
9.9
8.4
8.2
Ease of Doing Business With
Ease of Doing Business With
8.4
9.8
8.4
8.5
Product Direction (% positive)
Product Direction (% positive)
7.8
10.0
7.6
8.7
Meets Requirements
Salesforce Service Cloud
8.4
UseResponse
9.0
Zendesk Support
8.6
Zoho Desk
8.7
Ease of Use
Salesforce Service Cloud
8.0
UseResponse
9.3
Zendesk Support
8.6
Zoho Desk
8.5
Ease of Setup
Salesforce Service Cloud
7.5
UseResponse
9.2
Zendesk Support
8.2
Zoho Desk
8.2
Ease of Admin
Salesforce Service Cloud
7.9
UseResponse
9.2
Zendesk Support
8.3
Zoho Desk
8.4
Quality of Support
Salesforce Service Cloud
8.1
UseResponse
9.9
Zendesk Support
8.4
Zoho Desk
8.2
Ease of Doing Business With
Salesforce Service Cloud
8.4
UseResponse
9.8
Zendesk Support
8.4
Zoho Desk
8.5
Product Direction (% positive)
Salesforce Service Cloud
7.8
UseResponse
10.0
Zendesk Support
7.6
Zoho Desk
8.7

Features

Ticket and Case Management
Workflow
Salesforce Service Cloud
8.1
UseResponse
9.3
Zendesk Support
8.5
Zoho Desk
8.2
Response Automation
Salesforce Service Cloud
8.1
UseResponse
9.5
Zendesk Support
8.4
Zoho Desk
8.3
SLA Management
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
8.1
Zoho Desk
8.2
Attachments/Screencasts
Salesforce Service Cloud
7.7
UseResponse
9.6
Zendesk Support
8.3
Zoho Desk
8.3
Ticket Collaboration
Salesforce Service Cloud
8.1
UseResponse
9.4
Zendesk Support
8.6
Zoho Desk
8.6
Ticket creation user experience
Salesforce Service Cloud
8.3
UseResponse
9.5
Zendesk Support
8.9
Zoho Desk
8.7
Ticket response user experience
Salesforce Service Cloud
8.2
UseResponse
9.3
Zendesk Support
8.7
Zoho Desk
8.5
Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Zendesk Support
8.6
Zoho Desk
8.6
Searchable Articles
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.6
Zoho Desk
8.6
Community Forums
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.2
Zoho Desk
8.3
Interactive FAQs & Forums
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Zendesk Support
8.2
Zoho Desk
8.3
Process
Mentions
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Zendesk Support
8.3
Zoho Desk
8.8
Tickets
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Zendesk Support
9.1
Zoho Desk
9.0
Macros
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.6
Zoho Desk
8.4
Collaboration
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Zendesk Support
8.7
Zoho Desk
8.8
Interaction
Web Portals
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Zendesk Support
8.6
Zoho Desk
8.4
Forum to Reponse
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Zendesk Support
8.5
Zoho Desk
8.4
Tickets and Tagging
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Zendesk Support
8.9
Zoho Desk
8.7
Live Chat
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.5
Zoho Desk
8.5
Channels
Phone
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
7.9
Zoho Desk
8.6
Text
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Zendesk Support
8.3
Zoho Desk
9.0
Email
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Zendesk Support
9.0
Zoho Desk
9.2
Social
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Zendesk Support
8.5
Zoho Desk
8.7
Live Chat
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.5
Zoho Desk
8.9
Insight
Surveys
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Zendesk Support
8.4
Zoho Desk
9.0
Reporting
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Zendesk Support
8.3
Zoho Desk
8.9
Visitor Activity
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Zendesk Support
8.5
Zoho Desk
8.8
Help Desk
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Zendesk Support
8.6
Zoho Desk
9.1
Communication Channels
Customer Portal
Salesforce Service Cloud
8.2
UseResponse
9.6
Zendesk Support
8.4
Zoho Desk
8.3
Email to Case
Salesforce Service Cloud
8.5
UseResponse
9.4
Zendesk Support
8.8
Zoho Desk
8.7
Chat/Live Support
Salesforce Service Cloud
7.9
UseResponse
9.0
Zendesk Support
8.4
Zoho Desk
8.5
Social Integration
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Zendesk Support
8.1
Zoho Desk
8.4
Call Center
Make, Receive, and Record Calls
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
8.0
Zoho Desk
8.3
Customer and Contacts Database
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.1
Zoho Desk
8.3
Products and Version Tracking
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
8.1
Zoho Desk
8.4
Call Scripting
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Zendesk Support
7.8
Zoho Desk
8.2
Interactive Voice Response (IVR)
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Zendesk Support
7.7
Zoho Desk
8.3
Self Service/Community
Forums
Salesforce Service Cloud
8.0
UseResponse
8.6
Zendesk Support
8.0
Zoho Desk
8.3
Knowledge Base
Salesforce Service Cloud
8.1
UseResponse
9.3
Zendesk Support
8.4
Zoho Desk
8.4
Ideas/Feedback
Salesforce Service Cloud
8.0
UseResponse
8.9
Zendesk Support
8.1
Zoho Desk
8.3
Q&A
Salesforce Service Cloud
8.1
UseResponse
9.6
Zendesk Support
8.2
Zoho Desk
8.5
Reporting & Analytics
Social Monitoring
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Zendesk Support
7.9
Zoho Desk
8.4
Reporting
Salesforce Service Cloud
8.0
UseResponse
8.1
Zendesk Support
7.9
Zoho Desk
8.3
Dashboards
Salesforce Service Cloud
8.0
UseResponse
8.1
Zendesk Support
8.1
Zoho Desk
8.5
Platform
ITIL Compliance
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Zendesk Support
8.1
Zoho Desk
8.4
Mobile User Support
Salesforce Service Cloud
7.7
UseResponse
9.3
Zendesk Support
8.1
Zoho Desk
8.4
Customization
Salesforce Service Cloud
8.1
UseResponse
9.2
Zendesk Support
8.0
Zoho Desk
8.3
User, Role, and Access Management
Salesforce Service Cloud
8.4
UseResponse
9.3
Zendesk Support
8.3
Zoho Desk
8.4
Internationalization
Salesforce Service Cloud
8.0
UseResponse
9.8
Zendesk Support
8.2
Zoho Desk
8.1
Performance & Reliability
Salesforce Service Cloud
8.2
UseResponse
8.5
Zendesk Support
8.5
Zoho Desk
8.7
Integration APIs
Salesforce Service Cloud
8.0
UseResponse
8.0
Zendesk Support
8.4
Zoho Desk
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
25.2%
40.0%
39.0%
71.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.8%
46.7%
44.7%
22.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.1%
13.3%
16.3%
5.9%
Salesforce Service Cloud
Small-Business
25.2%
Mid-Market
40.8%
Enterprise
34.1%
UseResponse
Small-Business
40.0%
Mid-Market
46.7%
Enterprise
13.3%
Zendesk Support
Small-Business
39.0%
Mid-Market
44.7%
Enterprise
16.3%
Zoho Desk
Small-Business
71.7%
Mid-Market
22.4%
Enterprise
5.9%

Reviewers' Industry

 
Information Technology and Services
14.6%
Information Technology and Services
25.0%
Computer Software
17.9%
Information Technology and Services
24.3%
 
Computer Software
14.3%
Semiconductors
10.0%
Information Technology and Services
15.3%
Computer Software
10.8%
 
Internet
8.1%
Internet
10.0%
Internet
10.3%
Marketing and Advertising
4.1%
 
Hospital & Health Care
3.7%
Higher Education
10.0%
Marketing and Advertising
4.9%
Internet
4.0%
 
Financial Services
3.4%
Financial Services
10.0%
Telecommunications
3.3%
Telecommunications
4.0%
 
Other
56.0%
Other
35.0%
Other
48.3%
Other
52.8%
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
48.3%
Zoho Desk
Information Technology and Services
24.3%
Computer Software
10.8%
Marketing and Advertising
4.1%
Internet
4.0%
Telecommunications
4.0%
Other
52.8%

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...

G2 Crowd User in Computer & Network Security

UseResponse is simply awesome. I set it up literally in ten minutes and their customer support immediately helped me in tuning up the configuration as soon as I got in touch with them. They replied to me basically 24/7, no matter whether I was based in...

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...

János C.
Administrator in Information Technology and Services

Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the...

Most Helpful Critical Review
Most Helpful Critical Review
Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

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...

G2 Crowd User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

 
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
Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

UseResponse
Most Helpful Favorable Review
G2 Crowd User in Computer & Network Security

UseResponse is simply awesome. I set it up literally in ten minutes and their customer support immediately helped me in tuning up the configuration as soon as I got in touch with them. They replied to me basically 24/7, no matter whether I was based in...

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...

Zoho Desk
Most Helpful Favorable Review
János C.
Administrator in Information Technology and Services

Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the...

Most Helpful Critical Review
G2 Crowd User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

Screenshots

 
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Videos

 
No videos providedNo videos provided
Salesforce Service Cloud
UseResponse
No videos provided
Zendesk Support
No videos provided
Zoho Desk

Downloads

 No downloads providedNo downloads providedNo downloads provided
Salesforce Service Cloud
UseResponse
No downloads provided
Zendesk Support
No downloads provided
Zoho Desk
No downloads provided
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