Compare Salesforce Service Cloud Software and Zoho Desk 
At a Glance
Market Segments
Mid-Market (42.1% of reviews)
Small-Business (71.8% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$0.00
Salesforce 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 plansZoho Desk
Star Rating
(6,349)4.4 out of 5
Market Segments
Small-Business (71.8% of reviews)
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zoho Desk excels in ticket creation user experience with a score of 8.7, while Salesforce Service Cloud follows closely with 8.5. Reviewers mention that Zoho's intuitive interface makes it easier for agents to create and manage tickets efficiently.
- Reviewers mention that Zoho Desk's email channel support is rated at 9.1, outperforming Salesforce's 8.8. Users say that Zoho's email integration is seamless, allowing for better tracking and management of customer interactions.
- Users on G2 highlight that Zoho Desk offers a more cost-effective entry-level price of $0.00 compared to Salesforce's starting price of $25.00. Reviewers say this makes Zoho Desk a more attractive option for small businesses looking to manage customer support without a significant financial commitment.
- Reviewers mention that Salesforce Service Cloud shines in its user, role, and access management capabilities, scoring 8.9 compared to Zoho Desk's 8.5. Users report that Salesforce provides more robust features for managing user permissions and roles, which is crucial for larger teams.
- G2 users indicate that Zoho Desk has a better overall ease of setup score of 8.2, while Salesforce Service Cloud scores 7.9. Users say that Zoho's straightforward onboarding process allows teams to get up and running quickly without extensive training.
- Users report that Salesforce Service Cloud's performance and reliability score of 8.9 surpasses Zoho Desk's 8.6. Reviewers mention that Salesforce's infrastructure provides a more stable experience, especially during peak usage times, which is vital for high-demand customer service environments.
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Pricing
Entry-Level Pricing
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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Salesforce Service Cloud
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
2,635
8.7
4,915
Ease of Use
8.4
4,049
8.5
4,982
Ease of Setup
7.9
2,853
8.2
4,229
Ease of Admin
8.2
1,451
8.3
4,089
Quality of Support
8.3
2,419
8.3
4,437
Has the product been a good partner in doing business?
8.6
1,431
8.5
3,693
Product Direction (% positive)
8.2
2,598
8.8
4,695
Features by Category
Ticket and Case Management
8.5
1135
|
Verified
8.7
2701
|
Verified
8.4
1133
|
Verified
8.6
2689
|
Verified
8.3
1163
|
Verified
8.4
2471
|
Verified
8.2
1089
|
Verified
8.4
2324
|
Verified
8.1
913
8.3
2055
|
Verified
7.9
1102
|
Verified
8.4
2337
|
Verified
8.2
1085
|
Verified
8.6
2343
|
Verified
8.5
965
|
Verified
8.4
1932
|
Verified
Generative AI
7.4
122
7.8
479
7.3
121
7.9
475
Communication Channels
8.4
959
|
Verified
8.4
2303
|
Verified
8.6
1141
|
Verified
8.7
2521
|
Verified
8.1
784
8.3
1835
|
Verified
8.0
745
|
Verified
8.2
1612
|
Verified
8.0
704
8.0
1383
|
Verified
Platform
7.8
502
|
Verified
8.3
1713
|
Verified
8.3
763
|
Verified
8.3
2147
|
Verified
8.6
640
|
Verified
8.5
2256
|
Verified
8.2
558
|
Verified
8.3
1675
|
Verified
8.2
1093
|
Verified
8.3
2223
|
Verified
8.2
1113
|
Verified
8.5
2378
|
Verified
Customer Information
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
Not enough data
Predictions
7.3
179
Not enough data
7.6
180
Not enough data
8.2
178
Not enough data
7.3
177
Not enough data
Platform
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
Not enough data
Generative AI
7.2
152
Not enough data
7.1
150
Not enough data
Administration
8.8
219
8.2
246
8.7
218
8.2
246
8.6
215
8.4
250
Knowledge Management
8.7
211
8.6
234
8.5
203
8.2
232
8.4
201
8.2
235
Compliance
8.7
218
8.4
246
8.7
216
8.3
243
8.6
216
8.3
245
8.5
213
8.1
243
Customer Support
8.1
202
8.3
228
8.1
195
8.2
229
8.0
184
8.0
226
Data Security
8.6
208
8.1
246
8.6
209
8.2
241
8.9
210
8.4
245
9.1
210
8.4
241
Administration
8.5
200
8.0
230
8.8
202
8.4
234
8.9
205
8.5
235
Generative AI
7.5
141
7.7
173
Channels
8.4
110
8.2
447
8.3
108
8.1
437
7.4
107
7.4
434
Design
8.3
104
8.0
430
7.9
105
7.8
441
8.2
107
8.2
434
8.3
107
8.1
431
8.4
104
8.2
418
Generative AI
7.3
102
7.7
318
7.4
101
7.7
312
Usability
8.7
190
8.3
334
8.6
194
8.2
335
8.7
192
8.3
326
Reporting
8.7
191
8.3
323
8.3
185
8.2
312
8.6
188
8.3
318
Generative AI
7.5
167
7.8
236
7.6
168
7.9
234
Quality Assurance
8.7
63
Not enough data
8.6
60
Not enough data
8.6
62
Not enough data
Engagement
8.7
61
Not enough data
8.7
61
Not enough data
8.6
61
Not enough data
Performance
8.6
61
Not enough data
8.7
61
Not enough data
Generative AI
7.6
52
Not enough data
7.8
53
Not enough data
Channels
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
Not enough data
Generative AI
6.9
205
Not enough data
Functions
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
Not enough data
Administrative
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
Not enough data
Workforce Management
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
Not enough data
Administration
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
Not enough data
Conversational Platform
8.4
91
Not enough data
8.6
90
Not enough data
8.0
89
Not enough data
8.1
92
Not enough data
Support Automation
8.1
90
Not enough data
8.0
89
Not enough data
8.0
90
Not enough data
7.8
88
Not enough data
Generative AI
7.3
86
Not enough data
7.3
86
Not enough data
Customer Support
8.3
118
Not enough data
7.8
113
Not enough data
8.1
113
Not enough data
Automation
8.2
115
Not enough data
8.1
116
Not enough data
8.0
115
Not enough data
Artificial Intelligence
7.6
111
Not enough data
7.7
111
Not enough data
7.2
108
Not enough data
Generative AI
7.7
100
8.0
94
7.7
99
8.1
96
7.7
100
7.8
95
Communication
8.5
300
|
Verified
8.9
624
|
Verified
8.6
319
|
Verified
8.8
665
|
Verified
8.4
265
|
Verified
8.7
567
8.5
267
|
Verified
8.7
539
|
Verified
7.8
150
8.4
266
Internal Use
8.3
763
|
Verified
8.3
2147
|
Verified
8.3
287
|
Verified
8.6
269
8.5
279
|
Verified
8.5
366
8.4
309
|
Verified
8.8
622
|
Verified
8.5
280
|
Verified
8.7
604
|
Verified
8.7
313
|
Verified
8.6
618
|
Verified
Generative AI
7.2
119
7.8
285
Self-Service Experience
8.6
584
8.5
1342
8.3
571
8.4
1306
8.3
520
8.1
1113
7.9
206
8.2
611
8.4
216
8.3
660
Self-Service Platform
8.4
215
8.3
676
8.6
220
8.3
655
7.6
191
7.7
571
8.5
207
8.2
604
Generative AI
7.6
45
8.3(won by 0.7)
72
7.7
45
8.2(won by 0.5)
70
Process
8.6
235
8.7(won by 0.1)
433
8.6
255
9.0(won by 0.4)
576
8.3
216
8.5(won by 0.2)
430
Channels
8.8
264
9.1(won by 0.3)
566
8.4
239
8.6(won by 0.2)
486
8.5
222
8.7(won by 0.2)
458
8.6(tied score)
224
8.6(tied score)
400
8.5
205
8.8(won by 0.3)
425
Insight
8.5
221
8.8(won by 0.3)
435
8.8
256
8.9(won by 0.1)
489
8.5
195
8.9(won by 0.4)
461
8.6
243
9.0(won by 0.4)
533
Generative AI
8.0
69
7.8
130
8.0
70
7.9
129
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.8
27
Not enough data
8.3
27
Not enough data
8.6
27
Not enough data
8.8
27
Not enough data
Process Management
8.3
27
Not enough data
8.4
26
Not enough data
8.6
27
Not enough data
8.5
26
Not enough data
System Management
9.0
27
Not enough data
8.6
26
Not enough data
Categories
Categories
Shared Categories
Salesforce Service Cloud and Zoho Desk are categorized as Digital Customer Service Platforms, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Complaint Management
Unique Categories
Salesforce Service Cloud is categorized as Contact Center Quality Assurance, Conversational Support, Contact Center Workforce, Enterprise Feedback Management, Contact Center, Customer Success, and Customer Service Automation
Zoho Desk is categorized as Google Workspace for Sales
Reviews
Reviewers' Company Size
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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
11.4%
Computer Software
9.9%
Financial Services
7.2%
Manufacturing
4.2%
Hospital & Health Care
3.6%
Other
63.8%
Information Technology and Services
18.3%
Computer Software
10.7%
Computer & Network Security
4.0%
Retail
3.7%
Financial Services
3.5%
Other
59.8%
Most Helpful Reviews
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...
Zoho Desk
Most Helpful Favorable Review
Garret A.
Verified 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
Verified 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...
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...
Garret A.
Verified 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...
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...
Verified 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...
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