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- Freshdesk-vs-Salesforce Service Cloud Software
Compare Freshdesk and Salesforce Service Cloud Software 
At a Glance
Market Segments
Small-Business (48.7% 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
(3,499)4.4 out of 5
Market Segments
Small-Business (48.7% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansSalesforce Service Cloud
Star Rating
(5,606)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 trails slightly at 8.5, indicating that Freshdesk offers a more intuitive interface for creating support tickets.
- Reviewers mention that Freshdesk's automation features, particularly in response automation, score 8.5, which is higher than Salesforce Service Cloud's 8.2, suggesting that Freshdesk provides more effective tools for automating responses to customer inquiries.
- G2 users highlight that Freshdesk's quality of support is rated at 8.8, compared to Salesforce Service Cloud's 8.3, indicating that users find Freshdesk's customer support to be more responsive and helpful.
- Users on G2 report that Freshdesk's ease of setup is rated at 8.6, while Salesforce Service Cloud is lower at 7.9, suggesting that Freshdesk is easier to implement and get started with for new users.
- Reviewers mention that Freshdesk's multi-channel coverage is rated at 8.4, which is on par with Salesforce Service Cloud, but users feel that Freshdesk provides a more seamless experience across different communication channels.
- Users say that Freshdesk's customer health scores feature is rated at 8.0, while Salesforce Service Cloud does not have a comparable feature, indicating that Freshdesk offers more robust tools for monitoring customer satisfaction and engagement.
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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
3,068
8.6
2,618
Ease of Use
8.9
3,088
8.4
4,034
Ease of Setup
8.6
2,148
7.9
2,838
Ease of Admin
8.7
2,108
8.2
1,434
Quality of Support
8.8
2,970
8.3
2,403
Has the product been a good partner in doing business?
8.8
2,035
8.7
1,415
Product Direction (% positive)
8.8
3,046
8.2
2,581
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
8.5
1126
|
Verified
8.8
2134
|
Verified
8.4
1124
|
Verified
8.5
2046
|
Verified
8.3
1154
|
Verified
8.5
1939
|
Verified
8.2
1080
|
Verified
8.3
1706
|
Verified
8.1
904
8.5
1993
|
Verified
7.9
1094
|
Verified
8.7
1913
|
Verified
8.2
1076
|
Verified
8.2
1278
|
Verified
8.5
956
|
Verified
Generative AI
7.4
256
7.4
116
7.6
254
7.3
115
Communication Channels
8.6
1829
|
Verified
8.4
950
|
Verified
8.9
1976
|
Verified
8.6
1133
|
Verified
8.4
1222
|
Verified
8.1
776
8.1
1105
|
Verified
8.0
738
|
Verified
8.0
853
|
Verified
8.1
697
Platform
8.1
1068
|
Verified
7.8
494
|
Verified
8.1
1571
|
Verified
8.3
751
|
Verified
8.6
1460
|
Verified
8.6
631
|
Verified
8.3
1056
|
Verified
8.2
549
|
Verified
8.0
1776
|
Verified
8.2
1084
|
Verified
8.3
1874
|
Verified
8.2
1104
|
Verified
Customer Information
Not enough data
8.0
181
Not enough data
8.3
180
Not enough data
8.3
178
Not enough data
7.6
176
Not enough data
7.9
178
Not enough data
8.1
175
Not enough data
7.8
179
Predictions
Not enough data
7.3
172
Not enough data
7.7
173
Not enough data
8.2
171
Not enough data
7.2
170
Platform
Not enough data
8.5
179
Not enough data
8.3
179
Not enough data
8.4
177
Not enough data
8.4
176
Not enough data
8.2
177
Not enough data
8.8
174
Not enough data
8.8
177
Not enough data
9.0
174
Not enough data
8.8
172
Not enough data
8.9
173
Generative AI
Not enough data
7.1
147
Not enough data
7.1
145
Administration
Not enough data
8.8
212
Not enough data
8.8
211
Not enough data
8.6
208
Knowledge Management
Not enough data
8.7
205
Not enough data
8.5
197
Not enough data
8.4
195
Compliance
Not enough data
8.6
211
Not enough data
8.7
209
Not enough data
8.6
209
Not enough data
8.5
206
Customer Support
Not enough data
8.1
196
Not enough data
8.1
189
Not enough data
8.0
178
Data Security
Not enough data
8.6
201
Not enough data
8.7
202
Not enough data
9.0
203
Not enough data
9.1
203
Administration
Not enough data
8.5
194
Not enough data
8.9
196
Not enough data
8.9
200
Generative AI
Not enough data
7.5
136
Channels
8.4
309
8.4
109
7.9
291
8.3
107
7.5
282
7.4
106
Design
8.2
286
8.3
103
7.8
292
7.9
104
8.3
313
8.1
106
8.3
299
8.3
106
8.4
290
8.4
103
Generative AI
7.7
224
7.3
102
7.7
224
7.4
101
Usability
8.8
232
8.7
182
8.7
229
8.6
186
8.8
224
8.7
184
Reporting
8.6
219
8.7
183
8.5
216
8.3
177
8.6
227
8.6
180
Generative AI
7.6
156
7.5
159
7.6
156
7.6
160
Quality Assurance
Not enough data
8.7
64
Not enough data
8.6
61
Not enough data
8.5
63
Engagement
Not enough data
8.7
62
Not enough data
8.7
62
Not enough data
8.7
62
Performance
Not enough data
8.7
62
Not enough data
8.7
62
Generative AI
Not enough data
7.6
53
Not enough data
7.8
54
Channels
Not enough data
7.4
256
Not enough data
7.3
250
Not enough data
7.8
254
Not enough data
7.3
248
Not enough data
8.7
262
Generative AI
Not enough data
7.0
200
Functions
Not enough data
7.8
250
Not enough data
7.9
247
Not enough data
7.5
239
Not enough data
7.1
236
Not enough data
7.1
238
Not enough data
7.1
241
Not enough data
7.6
241
Not enough data
8.0
240
Administrative
Not enough data
7.8
237
Not enough data
8.4
242
Not enough data
8.5
240
Not enough data
7.7
230
Not enough data
7.6
234
Workforce Management
Not enough data
7.8
49
Not enough data
7.8
49
Not enough data
7.2
48
Not enough data
7.7
48
Not enough data
7.3
48
Administration
Not enough data
8.1
49
Not enough data
8.2
48
Not enough data
8.3
48
Not enough data
7.4
47
Not enough data
7.5
47
Conversational Platform
8.4
385
8.5
89
8.4
332
8.6
88
8.3
325
8.0
87
8.4
261
8.2
90
Support Automation
8.5
343
8.1
88
8.4
362
8.1
87
8.3
326
8.0
88
8.2
268
7.8
86
Generative AI
7.7
166
7.3
84
7.7
163
7.3
84
Customer Support
Not enough data
8.3
117
Not enough data
7.8
112
Not enough data
8.1
112
Automation
Not enough data
8.1
114
Not enough data
8.1
115
Not enough data
8.0
114
Artificial Intelligence
Not enough data
7.6
110
Not enough data
7.7
110
Not enough data
7.2
107
Generative AI
7.8
89
7.7
96
7.9
88
7.6
95
7.5
87
7.7
96
Communication
8.8
548
|
Verified
8.5
296
|
Verified
8.7
566
|
Verified
8.6
315
|
Verified
8.7
461
|
Verified
8.4
261
|
Verified
8.5
165
8.5
263
|
Verified
8.1
169
7.8
146
Internal Use
8.1
1571
|
Verified
8.3
751
|
Verified
8.7
172
8.3
283
|
Verified
8.2
153
8.4
275
|
Verified
8.8
528
|
Verified
8.4
305
|
Verified
8.8
486
|
Verified
8.5
276
|
Verified
8.6
515
|
Verified
8.7
309
|
Verified
Generative AI
8.0
124
7.2
115
Self-Service Experience
8.7
936
8.6
579
8.6
890
8.3
566
8.3
666
8.3
515
8.2
221
7.9
201
8.4
235
8.4
211
Self-Service Platform
8.5
232
8.4
210
8.6
237
8.6
215
8.0
198
7.6
186
8.5
215
8.5
202
Generative AI
8.3(won by 0.6)
67
7.7
43
8.1(won by 0.2)
67
7.9
43
Process
8.6(tied score)
145
8.6(tied score)
233
9.3(won by 0.7)
465
8.6
253
8.6(won by 0.3)
357
8.3
214
Channels
9.2(won by 0.4)
459
8.8
262
8.8(won by 0.4)
400
8.4
237
8.8(won by 0.3)
360
8.5
220
8.6(tied score)
323
8.6(tied score)
222
Feature Not Available
8.6(won by default)
203
Insight
8.7(won by 0.2)
364
8.5
219
8.7
152
8.8(won by 0.1)
254
8.6(won by 0.1)
356
8.5
193
9.1(won by 0.4)
429
8.7
241
Generative AI
8.0
69
8.0
68
7.9
69
8.0
69
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.8
26
Not enough data
8.3
26
Not enough data
8.7
26
Not enough data
8.8
26
Process Management
Not enough data
8.3
26
Not enough data
8.5
25
Not enough data
8.7
26
Not enough data
8.5
25
System Management
Not enough data
9.1
26
Not enough data
8.7
25
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
4.3%
Financial Services
4.0%
Education Management
3.7%
Other
58.0%
Information Technology and Services
11.4%
Computer Software
9.9%
Financial Services
7.2%
Manufacturing
4.2%
Hospital & Health Care
3.6%
Other
63.7%
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 Computer Software
Service cloud is clunky, slow, ugly user interface and just filled with bugs. We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything...
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 Computer Software
Service cloud is clunky, slow, ugly user interface and just filled with bugs. We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything...
Alternatives
Discussions
What is Freshdesk used for?
4 comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
2 comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
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