Compare Freshdesk and Salesforce Service Cloud Software 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (42.1% of reviews)
Entry-Level Pricing
$0.00 Per Month
Starting at $25.00 1 User Per Month
Freshdesk
Star Rating
(3,504)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansSalesforce Service Cloud
Star Rating
(5,621)4.4 out of 5
Market Segments
Mid-Market (42.1% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in ticket creation user experience with a score of 8.9, while Salesforce Service Cloud received a score of 8.5. Reviewers mention that Freshdesk's intuitive interface makes it easier for agents to create and manage tickets efficiently.
- Reviewers mention that Freshdesk's email channel support is rated at 9.2, outperforming Salesforce Service Cloud's 8.8. Users say that Freshdesk's email integration is seamless, allowing for better tracking and management of customer interactions.
- Users on G2 highlight Freshdesk's superior quality of support, scoring 8.8 compared to Salesforce Service Cloud's 8.3. Reviewers say that Freshdesk's customer service is responsive and helpful, making it a reliable partner for businesses.
- G2 users report that Freshdesk's automation features, particularly in ticket resolution, score 8.1, while Salesforce Service Cloud's automation capabilities are slightly lower. Users mention that Freshdesk's automation tools help streamline workflows and reduce manual tasks effectively.
- Reviewers mention that Freshdesk's ease of setup is rated at 8.6, compared to Salesforce Service Cloud's 7.9. Users say that Freshdesk's straightforward onboarding process allows teams to get started quickly without extensive training.
- Users report that Freshdesk's customer health scores feature is rated at 8.0, while Salesforce Service Cloud does not have a comparable feature. Reviewers mention that this functionality in Freshdesk helps businesses proactively manage customer relationships and identify at-risk accounts.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Salesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
Freshdesk
Free Trial is available
Salesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.6
3,074
8.6
2,635
Ease of Use
8.9
3,094
8.4
4,049
Ease of Setup
8.6
2,153
7.9
2,853
Ease of Admin
8.7
2,113
8.2
1,451
Quality of Support
8.8
2,976
8.3
2,419
Has the product been a good partner in doing business?
8.8
2,040
8.6
1,431
Product Direction (% positive)
8.8
3,052
8.2
2,598
Features by Category
Ticket and Case Management
8.9
2124
|
Verified
8.5
1135
|
Verified
8.8
2135
|
Verified
8.4
1133
|
Verified
8.5
2047
|
Verified
8.3
1163
|
Verified
8.5
1940
|
Verified
8.2
1089
|
Verified
8.3
1707
|
Verified
8.1
913
8.5
1994
|
Verified
7.9
1102
|
Verified
8.7
1914
|
Verified
8.2
1085
|
Verified
8.2
1279
|
Verified
8.5
965
|
Verified
Generative AI
7.4
257
7.4
122
7.6
255
7.3
121
Communication Channels
8.6
1830
|
Verified
8.4
959
|
Verified
8.9
1977
|
Verified
8.6
1141
|
Verified
8.4
1223
|
Verified
8.1
784
8.1
1106
|
Verified
8.0
745
|
Verified
8.0
854
|
Verified
8.0
704
Platform
8.1
1069
|
Verified
7.8
502
|
Verified
8.1
1572
|
Verified
8.3
763
|
Verified
8.6
1461
|
Verified
8.6
640
|
Verified
8.3
1057
|
Verified
8.2
558
|
Verified
8.0
1777
|
Verified
8.2
1093
|
Verified
8.3
1875
|
Verified
8.2
1113
|
Verified
Customer Information
Not enough data
8.1
187
Not enough data
8.3
186
Not enough data
8.4
184
Not enough data
7.6
182
Not enough data
7.9
185
Not enough data
8.0
182
Not enough data
7.8
186
Predictions
Not enough data
7.3
179
Not enough data
7.6
180
Not enough data
8.2
178
Not enough data
7.3
177
Platform
Not enough data
8.5
186
Not enough data
8.3
186
Not enough data
8.4
184
Not enough data
8.5
183
Not enough data
8.3
184
Not enough data
8.8
181
Not enough data
8.8
184
Not enough data
9.0
181
Not enough data
8.8
179
Not enough data
8.9
180
Generative AI
Not enough data
7.2
152
Not enough data
7.1
150
Administration
Not enough data
8.8
219
Not enough data
8.7
218
Not enough data
8.6
215
Knowledge Management
Not enough data
8.7
211
Not enough data
8.5
203
Not enough data
8.4
201
Compliance
Not enough data
8.7
218
Not enough data
8.7
216
Not enough data
8.6
216
Not enough data
8.5
213
Customer Support
Not enough data
8.1
202
Not enough data
8.1
195
Not enough data
8.0
184
Data Security
Not enough data
8.6
208
Not enough data
8.6
209
Not enough data
8.9
210
Not enough data
9.1
210
Administration
Not enough data
8.5
200
Not enough data
8.8
202
Not enough data
8.9
205
Generative AI
Not enough data
7.5
141
Channels
8.4
309
8.4
110
7.9
291
8.3
108
7.5
282
7.4
107
Design
8.2
286
8.3
104
7.8
292
7.9
105
8.3
313
8.2
107
8.3
299
8.3
107
8.4
290
8.4
104
Generative AI
7.7
224
7.3
102
7.7
224
7.4
101
Usability
8.8
233
8.7
190
8.7
230
8.6
194
8.8
225
8.7
192
Reporting
8.6
220
8.7
191
8.5
217
8.3
185
8.6
228
8.6
188
Generative AI
7.6
157
7.5
167
7.6
157
7.6
168
Quality Assurance
Not enough data
8.7
63
Not enough data
8.6
60
Not enough data
8.6
62
Engagement
Not enough data
8.7
61
Not enough data
8.7
61
Not enough data
8.6
61
Performance
Not enough data
8.6
61
Not enough data
8.7
61
Generative AI
Not enough data
7.6
52
Not enough data
7.8
53
Channels
Not enough data
7.4
262
Not enough data
7.3
256
Not enough data
7.8
260
Not enough data
7.3
253
Not enough data
8.7
267
Generative AI
Not enough data
6.9
205
Functions
Not enough data
7.8
256
Not enough data
7.9
253
Not enough data
7.5
245
Not enough data
7.1
241
Not enough data
7.1
243
Not enough data
7.1
246
Not enough data
7.7
246
Not enough data
8.0
245
Administrative
Not enough data
7.8
242
Not enough data
8.4
247
Not enough data
8.5
245
Not enough data
7.7
235
Not enough data
7.6
239
Workforce Management
Not enough data
7.8
50
Not enough data
7.8
50
Not enough data
7.2
49
Not enough data
7.7
49
Not enough data
7.3
49
Administration
Not enough data
8.1
50
Not enough data
8.2
49
Not enough data
8.3
49
Not enough data
7.4
48
Not enough data
7.5
48
Conversational Platform
8.3
386
8.4
91
8.4
333
8.6
90
8.3
326
8.0
89
8.4
262
8.1
92
Support Automation
8.5
344
8.1
90
8.4
363
8.0
89
8.3
327
8.0
90
8.2
269
7.8
88
Generative AI
7.7
167
7.3
86
7.7
164
7.3
86
Customer Support
Not enough data
8.3
118
Not enough data
7.8
113
Not enough data
8.1
113
Automation
Not enough data
8.2
115
Not enough data
8.1
116
Not enough data
8.0
115
Artificial Intelligence
Not enough data
7.6
111
Not enough data
7.7
111
Not enough data
7.2
108
Generative AI
7.8
90
7.7
100
7.9
89
7.7
99
7.5
88
7.7
100
Communication
8.8
549
|
Verified
8.5
300
|
Verified
8.7
567
|
Verified
8.6
319
|
Verified
8.7
462
|
Verified
8.4
265
|
Verified
8.5
166
8.5
267
|
Verified
8.1
170
7.8
150
Internal Use
8.1
1572
|
Verified
8.3
763
|
Verified
8.6
173
8.3
287
|
Verified
8.2
154
8.5
279
|
Verified
8.8
529
|
Verified
8.4
309
|
Verified
8.8
487
|
Verified
8.5
280
|
Verified
8.5
516
|
Verified
8.7
313
|
Verified
Generative AI
8.0
124
7.2
119
Self-Service Experience
8.7
936
8.6
584
8.6
890
8.3
571
8.3
666
8.3
520
8.2
221
7.9
206
8.4
235
8.4
216
Self-Service Platform
8.5
232
8.4
215
8.6
237
8.6
220
8.0
198
7.6
191
8.5
215
8.5
207
Generative AI
8.3(won by 0.7)
67
7.6
45
8.1(won by 0.4)
67
7.7
45
Process
8.6(tied score)
145
8.6(tied score)
235
9.3(won by 0.7)
465
8.6
255
8.6(won by 0.3)
357
8.3
216
Channels
9.2(won by 0.4)
459
8.8
264
8.8(won by 0.4)
400
8.4
239
8.8(won by 0.3)
360
8.5
222
8.6(tied score)
323
8.6(tied score)
224
Feature Not Available
8.5(won by default)
205
Insight
8.7(won by 0.2)
364
8.5
221
8.7
152
8.8(won by 0.1)
256
8.6(won by 0.1)
356
8.5
195
9.1(won by 0.5)
429
8.6
243
Generative AI
8.0
69
8.0
69
7.9
69
8.0
70
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.8
27
Not enough data
8.3
27
Not enough data
8.6
27
Not enough data
8.8
27
Process Management
Not enough data
8.3
27
Not enough data
8.4
26
Not enough data
8.6
27
Not enough data
8.5
26
System Management
Not enough data
9.0
27
Not enough data
8.6
26
Categories
Categories
Shared Categories
Freshdesk and Salesforce Service Cloud are categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Customer Communications Management
Unique Categories
Freshdesk is categorized as Shared Inbox
Salesforce Service Cloud is categorized as Contact Center Quality Assurance, Contact Center Knowledge Base, Contact Center Workforce, Enterprise Feedback Management, Contact Center, Customer Success, and Customer Service Automation
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.3%
Computer Software
12.8%
Internet
4.2%
Financial Services
4.0%
Education Management
3.7%
Other
58.1%
Information Technology and Services
11.4%
Computer Software
9.9%
Financial Services
7.2%
Manufacturing
4.2%
Hospital & Health Care
3.6%
Other
63.8%
Most Helpful Reviews
Freshdesk
Most Helpful Favorable Review
Clyde C.
Verified 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
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Salesforce Service Cloud
Most Helpful Favorable Review
Verified 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
Verified User in Internet
Verified User in Internet
API is one of the worst I have ever worked with. I have never seen an API throttled to the pathetic rate desk.com allows. Their documentation for single-sign-on is ATROCIOUS, and flat-out does not work in python. Their support is awful, particularly...
Clyde C.
Verified 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...
Verified 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...
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Verified User in Internet
Verified User in Internet
API is one of the worst I have ever worked with. I have never seen an API throttled to the pathetic rate desk.com allows. Their documentation for single-sign-on is ATROCIOUS, and flat-out does not work in python. Their support is awful, particularly...
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