Compare Salesforce Service Cloud vs Zoho Desk
See this
comparison of Salesforce Service Cloud vs. Zoho Desk
based on data from user reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,516 reviews. Zoho Desk rates 4.3/5 stars with 1,025 reviews. Each product's score is calculated by real-time data from verified user reviews.
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Salesforce Service Cloud
Salesforce Service Cloud
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Zoho Desk
Zoho Desk
Optimized for quick response

Pricing

 
Salesforce Service Essentials
$ 25 USD
Per user/month (billed annually)
FREE
$0
/agent/month
 
Lightning Professional
$ 75 USD
Per user/month (billed annually)
PROFESSIONAL
$12
/agent/month
 
Lightning Enterprise
$ 150 USD
Per user/month (billed annually)
ENTERPRISE
$25
/agent/month
 
Lightning Unlimited
$ 300 USD
Per user/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
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.4
8.7
Ease of Use
Ease of Use
8.0
8.5
Ease of Setup
Ease of Setup
7.5
8.2
Ease of Admin
Ease of Admin
7.9
8.4
Quality of Support
Quality of Support
8.1
8.2
Ease of Doing Business With
Ease of Doing Business With
8.4
8.5
Product Direction (% positive)
Product Direction (% positive)
7.8
8.7
Meets Requirements
Salesforce Service Cloud
8.4
Zoho Desk
8.7
Ease of Use
Salesforce Service Cloud
8.0
Zoho Desk
8.5
Ease of Setup
Salesforce Service Cloud
7.5
Zoho Desk
8.2
Ease of Admin
Salesforce Service Cloud
7.9
Zoho Desk
8.4
Quality of Support
Salesforce Service Cloud
8.1
Zoho Desk
8.2
Ease of Doing Business With
Salesforce Service Cloud
8.4
Zoho Desk
8.5
Product Direction (% positive)
Salesforce Service Cloud
7.8
Zoho Desk
8.7

Features

Ticket and Case Management
Workflow
Salesforce Service Cloud
8.1
Zoho Desk
8.2
Response Automation
Salesforce Service Cloud
8.1
Zoho Desk
8.3
SLA Management
Salesforce Service Cloud
8.0
Zoho Desk
8.2
Attachments/Screencasts
Salesforce Service Cloud
7.6
Zoho Desk
8.3
Ticket Collaboration
Salesforce Service Cloud
8.1
Zoho Desk
8.6
Ticket creation user experience
Salesforce Service Cloud
8.3
Zoho Desk
8.7
Ticket response user experience
Salesforce Service Cloud
8.2
Zoho Desk
8.5
Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.4
Zoho Desk
8.6
Searchable Articles
Salesforce Service Cloud
8.2
Zoho Desk
8.6
Community Forums
Salesforce Service Cloud
8.2
Zoho Desk
8.3
Interactive FAQs & Forums
Salesforce Service Cloud
7.9
Zoho Desk
8.4
Communication
Pop-up Chat
Salesforce Service Cloud
8.4
Zoho Desk
8.9
Notifications
Salesforce Service Cloud
8.0
Zoho Desk
9.0
Targeted Emails
Salesforce Service Cloud
8.3
Zoho Desk
8.9
In-App Messaging
Salesforce Service Cloud
8.4
Zoho Desk
8.9
Process
Mentions
Salesforce Service Cloud
8.6
Zoho Desk
8.8
Tickets
Salesforce Service Cloud
8.4
Zoho Desk
9.0
Macros
Salesforce Service Cloud
8.2
Zoho Desk
8.4
Collaboration
Salesforce Service Cloud
8.6
Zoho Desk
8.8
Interaction
Web Portals
Salesforce Service Cloud
8.3
Zoho Desk
8.4
Forum to Reponse
Salesforce Service Cloud
8.3
Zoho Desk
8.4
Tickets and Tagging
Salesforce Service Cloud
8.5
Zoho Desk
8.7
Live Chat
Salesforce Service Cloud
8.2
Zoho Desk
8.5
Internal Use
Customization
Salesforce Service Cloud
8.1
Zoho Desk
8.3
Conversation Archiving
Salesforce Service Cloud
8.2
Zoho Desk
9.0
Lead Development
Salesforce Service Cloud
8.2
Zoho Desk
9.0
Knowledge Base
Salesforce Service Cloud
7.9
Zoho Desk
8.8
Team Inbox
Salesforce Service Cloud
8.4
Zoho Desk
8.8
Customer Profiles
Salesforce Service Cloud
8.3
Zoho Desk
8.8
Channels
Phone
Salesforce Service Cloud
8.2
Zoho Desk
8.7
Text
Salesforce Service Cloud
8.4
Zoho Desk
9.0
Email
Salesforce Service Cloud
8.6
Zoho Desk
9.2
Social
Salesforce Service Cloud
8.1
Zoho Desk
8.7
Live Chat
Salesforce Service Cloud
8.2
Zoho Desk
8.9
Insight
Surveys
Salesforce Service Cloud
8.1
Zoho Desk
9.0
Reporting
Salesforce Service Cloud
8.6
Zoho Desk
9.0
Visitor Activity
Salesforce Service Cloud
8.3
Zoho Desk
8.8
Help Desk
Salesforce Service Cloud
8.6
Zoho Desk
9.1
Communication Channels
Customer Portal
Salesforce Service Cloud
8.2
Zoho Desk
8.3
Email to Case
Salesforce Service Cloud
8.5
Zoho Desk
8.7
Chat/Live Support
Salesforce Service Cloud
7.9
Zoho Desk
8.5
Social Integration
Salesforce Service Cloud
7.9
Zoho Desk
8.4
Call Center
Make, Receive, and Record Calls
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Customer and Contacts Database
Salesforce Service Cloud
8.2
Zoho Desk
8.3
Products and Version Tracking
Salesforce Service Cloud
8.0
Zoho Desk
8.4
Call Scripting
Salesforce Service Cloud
7.9
Zoho Desk
8.2
Interactive Voice Response (IVR)
Salesforce Service Cloud
7.9
Zoho Desk
8.3
Self Service/Community
Forums
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Knowledge Base
Salesforce Service Cloud
8.2
Zoho Desk
8.4
Ideas/Feedback
Salesforce Service Cloud
8.0
Zoho Desk
8.4
Q&A
Salesforce Service Cloud
8.1
Zoho Desk
8.5
Reporting & Analytics
Social Monitoring
Salesforce Service Cloud
8.0
Zoho Desk
8.4
Reporting
Salesforce Service Cloud
8.0
Zoho Desk
8.3
Dashboards
Salesforce Service Cloud
8.0
Zoho Desk
8.5
Platform
ITIL Compliance
Salesforce Service Cloud
8.2
Zoho Desk
8.4
Mobile User Support
Salesforce Service Cloud
7.7
Zoho Desk
8.4
Customization
Salesforce Service Cloud
8.1
Zoho Desk
8.3
User, Role, and Access Management
Salesforce Service Cloud
8.4
Zoho Desk
8.4
Internationalization
Salesforce Service Cloud
8.0
Zoho Desk
8.1
Performance & Reliability
Salesforce Service Cloud
8.2
Zoho Desk
8.7
Integration APIs
Salesforce Service Cloud
8.0
Zoho Desk
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
25.1%
71.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.8%
22.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.1%
5.8%
Salesforce Service Cloud
Small-Business
25.1%
Mid-Market
40.8%
Enterprise
34.1%
Zoho Desk
Small-Business
71.9%
Mid-Market
22.3%
Enterprise
5.8%

Reviewers' Industry

 
Information Technology and Services
14.6%
Information Technology and Services
24.2%
 
Computer Software
14.3%
Computer Software
10.7%
 
Internet
8.1%
Marketing and Advertising
4.1%
 
Hospital & Health Care
3.7%
Internet
4.0%
 
Financial Services
3.4%
Telecommunications
3.9%
 
Other
56.0%
Other
53.0%
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%
Zoho Desk
Information Technology and Services
24.2%
Computer Software
10.7%
Marketing and Advertising
4.1%
Internet
4.0%
Telecommunications
3.9%
Other
53.0%

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...

Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

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

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
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

Zoho Desk
Most Helpful Favorable Review
Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! 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

 
Salesforce Service Cloud
Zoho Desk

Downloads

 No downloads provided
Salesforce Service Cloud
Zoho Desk
No downloads provided
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