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Compare Freshdesk vs Salesforce Service Cloud

What is better Freshdesk or Salesforce Service Cloud? Buying the most effective CRM Software for your firm is crucial to increasing your company’s efficiency. In our platform, it is simple to assess different solutions to see which one is the right software for your needs. Here you can match Freshdesk vs. Salesforce Service Cloud and check their overall scores (9.7 vs. 9.6, respectively) and user satisfaction rating (100% vs. 97%, respectively).

You can also browse the details of rates, terms and conditions, plans, functions, tools, and more, and decide which software offers more advantages for your business. In general, go for the business software that lets you to add/remove features and subscription plan to complement your company growth or lack of it.

We did our best to prepare reviews of all popular Customer Support Software solutions that you can find on the market, but among all the ones we reviewed these three caught our special attention: Salesforce Service Cloud, Freshdesk, Zendesk.

SmartScore™

9.7

User Satisfaction

100%

Pricing:

Starting from $15

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Ticket Management and Monitoring
  • Team Inbox
  • SLA Management
  • Agent Collision Detection
  • Custom Ticket Creation
  • Repeated Action Automation
  • Pre-formatted Response Generation
  • Team Huddle
  • Shared Ownership
  • Linked Tickets
  • Ticket Splitting
  • Multichannel Support
  • Ticket Dispatch
  • Intelligent Ticket Management
  • Time-triggered Automation
  • Event-triggered Automation
  • Real-time Email Notification
  • Immediate Solutions Provider
  • Email to Knowledge Base Content
  • Feedback Mechanism
  • Knowledge Base Monitoring
  • Moderation Creation and Management
  • Forum topic to ticket conversion
  • Helpdesk and customer satisfaction reports
  • Real-time customer analytics
  • Customized Reports
  • Portal Design and Customization
  • Agent Management and Delegation
  • Custom Ticketing, URL, and apps
  • Customer Segmentation
  • Custom SSL Certificates
  • IP and Network Restrictions
  • Identity and Access Management

Pricing Info

Freshdesk offers a free app and four price points for various business sizes. All plans include 24/7 email support and 24/5 phone support. You can easily sign up for Freshdesk free trial here.

Sprout – Free

  • Unlimited Agents
  • Email Ticketing
  • Ticket Trend Report
  • Social Ticketing
  • Knowledge Base
  • Ticket Dispatch
  • Team Collaboration
  • Call-to-ticket conversion

Blossom

–  $19/agent/month or $15/agent/month/annual billing

  • All Sprout Features
  • Automation Capabilities
  • In-depth Helpdesk
  • Chats and Calls Management
  • Marketplace Apps
  • SLA Management
  • Business Hours

Garden

– $45/agent/month or $35/agent/month/annual billing

  • All Blossom Features
  • Triggered Messages
  • Time Tracking
  • Call Masking
  • Session Replay
  • Multilingual Knowledge Base
  • CSAT Surveys
  • Performance Reports
  • Embedded Chat FAQs
  • IVR

Estate

– $69/agent/month or $49/agent/month/annual billing

  • All Garden Features
  • Automatic Ticket Assignment
  • In-app Chat Campaigns
  • Answer Bot
  • Portal Customization
  • Custom Roles
  • Enterprise Reporting
  • Multiple SLAs and Timezones
  • Smart Call Escalations
  • Call Barging and Monitoring

Forest

– $125/agent/month or $99/agent/month/annual billing

  • All Estate Features
  • Skill-based Ticket Assignment
  • IP Whitelisting
  • Extendable API Rate Limit
  • Sandbox
  • Phone Calls Holiday Routing
  • HIPAA Compliance
  • Co-browsing
  • Multilingual Chat FAQs

Field Service Management

– $29/field technician/month

  • Available on Estate and Forest Plans
  • Add Field Technicians
  • Service Performance tracking
  • Schedule and Appointment Management
  • 24/7 Email Support
  • 24/5 Phone Support
  • Reports

You can take advantage of Freshdesk’s omnichannel capability for a fee if you subscribe to either Garden or Estate. But you get it free with Forest.

Integrations

Freshdesk offers out-of-the-box integrations with a wide range of popular business applications such as CRM systems, invoicing tools, and eCommerce solutions, among others. Freshdesk is tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail. These integrations enable a slew of additional capabilities including the ability to schedule customer calls, attach large files to tickets, and much more. Some of the other integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jiira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero and Zapier.

Freshdesk also integrates with the following applications:

  • Facebook
  • Twitter
  • SugarCRM
  • Capsule
  • Harvest
  • Gmail Gadgets
  • Google tools
  • Dropbox
  • HelpOnClick
  • Snap Engage
  • iContact
  • Zoho CRM
  • Freshchat
  • Nimble
  • FetchFlow
  • Knowlarity
  • Highrise
  • Olark
  • Microsoft Teams
  • Constant Check
  • Userlike
  • Magento
  • Woo Themes
  • OneSky
  • FreshPlugs
  • RESTful API

 

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, University of Pennsylvania, Unicef

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

An efficient and reliable help desk solution and winner of our Expert's Choice Award. The software offers multi-channel support, automation tools, gamification, and self-service portals to help businesses deliver high-quality customer support. The software helps improve organization and ease collaboration within support teams.

Company Email

support@freshdesk.com

Contact No.

Company's Address

311 California Street
San Francisco, CA 94104
USA

Popular Freshdesk Alternatives

SmartScore™

9.6

User Satisfaction

97%

Pricing:

Starting from $25

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Computer Telephony Integration (CTI)
  • Record types
  • Lead-contact account management
  • Files
  • Salesforce identity
  • Roles and permissions
  • Snap-ins for live agent chat
  • Social customer service pro
  • Knowledge
  • Work order management
  • Service console
  • Customer community
  • Chatter
  • Community starter
  • Email integration with Outlook
  • Advanced case management
  • Customer account portal
  • Custom page layouts
  • Standard success Plan
  • Asset management
  • Omni-channel supervisor
  • Field service dispatch
  • Service contracts and entitlements
  • Developer Sandbox
  • Unlimited online training
  • Activity feed
  • Developer Pro Sandbox
  • Topics and recommendations
  • Data and file storage
  • Order management
  • Omni-channel routing
  • Case auto-assignment
  • Service analytics app
  • Social customer service starter pack
  • Product tracking
  • Case milestone tracker
  • Unlimited custom applications
  • Google Apps integration
  • Custom profiles
  • AppExchange app integration
  • Offline access
  • Lightning App builder
  • Case escalation rules and queues
  • Web services API
  • Opportunity tracking
  • Workflow and approval automation
  • Web and email case capture
  • Task management
  • Customizable reports and dashboards
  • Case email auto-response
  • Advanced reporting features
  • Salesforce mobile app
  • Email templates

Pricing Info

Salesforce Service cloud offers 4 SMB and enterprise pricing plans billed annually.

Essentials – $25/user per month

  • Chatter
  • Salesforce mobile app
  • Files
  • Topics and recommendations
  • Case auto-assignment
  • Web and email case capture
  • Case email auto-response
  • Case escalation rules and queues
  • Lead-contact account management
  • 1 Service console app per org
  • Basic omni-channel routing
  • Omni-channel supervisor
  • Knowledge (read only)
  • Knowledge (read-write)
  • Computer Telephony Integration (CTI)
  • Phone
  • Social Customer Service
  • Live agent chat (limited functionality)
  • Next best action
  • Help center
  • Customizable reports and dashboards
  • Opportunity tracking
  • Task management, activity feed
  • Email integration with Outlook
  • Google Apps integration
  • Custom profiles and page layouts
  • Lightning App builder
  • AppExchange app integration
  • Email templates
  • Data and file storage per user
  • Limited Lightning flow automation

Professional – $75/user per month

  • All Essentials plan features except phone, live chat, and help center, plus:
  • Service orders
  • Service contracts and entitlements
  • Work order management
  • Asset management and product tracking
  • Unlimited custom applications
  • Developer Sandbox
  • 2 Roles and permissions per org
  • 3 Record types per object

Available add-ons:

  • Knowledge (read-write) – $75/user/month
  • Web services API – $25/user/month
  • Developer Pro Sandbox

Enterprise – $150/user per month

  • All Essentials and Professional plan features except phone, plus:
  • Service console apps
  • Advanced case management
  • Advanced reporting features
  • Offline access
  • Web services API
  • Lightning flow automation (unlimited)
  • Roles and permissions
  • Record types (per object)
  • Salesforce identity
  • Workflow approval

Available add-ons:

  • Knowledge (read-write) – $75/user/month
  • Chat (live agent) – $75/user/month
  • Developer Pro Sandbox
  • Full Sandbox

Unlimited – $300/user per month

  • All Enterprise plan features, plus:
  • Knowledge (read-write)
  • Chat (live agent)
  • Developer Pro Sandbox
  • 1 Full Sandbox per org
  • 24/7 Support and configuration services

Integrations

Salesforce Service Cloud supports integrations with the following business systems, applications and services:

  • Autotask
  • ConnectWise
  • JIRA
  • Salesforce Service Cloud
  • ServiceNow
  • Zendesk
  • Oracle Service Cloud
  • Freshdesk
  • Freshservice
  • Desk.com
  • Help Scout
  • Cherwell Software
  • Wrike
  • SugarCRM
  • Microsoft Dynamics CRM
  • Zoho CRM
  • Netsuite
  • Autotask
  • Close.io
  • ConnectWie
  • Infusionsoft
  • Pipedrive
  • HubSpot CRM
  • Oracle Sales Cloud
  • Base CRM
  • CustomerGauge
  • Act! Essentials
  • Sap Hybrid Cloud for Customers
  • Sage CRM
  • Bullhorn
  • Maximizer CRM
  • Insightly
  • Microsoft Dynamics GP
  • Microsoft Dynamics AX
  • QuickBooks
  • Freshbooks
  • Taxify
  • Sage Intacct
  • Sage 200
  • Tipalti
  • Plaid
  • Shopify
  • Volusion
  • Ecwid
  • Bigcommerce
  • Magento
  • Etsy
  • Woocommerce
  • Weebly
  • SAPAnywhere
  • Epages
  • Oracle Eloqua
  • Marketo
  • HubSpot Marketing
  • Act-On
  • MailChimp
  • Mailjet
  • Allbound
  • Autopilot
  • Constant Contact
  • Kissmetrics
  • Facebook Lead Ads
  • Campaign Monitor
  • iContact

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Stanley Black & Decker, Sprouts, Coca-Cola, Activision, Spotify, Aldo

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

A cloud-hosted customer service platform designed to allow faster, smarter case resolution. By providing a 360-degree view of each customer, this IT asset management solution enables businesses to quickly resolve issues, thereby driving better user experience and higher customer satisfaction.

Company Email

info@salesforce.com

Contact No.

Company's Address

Salesforce Tower, 415 Mission Street, 3rd Floor
San Francisco, CA 94105
USA

Popular Salesforce Service Cloud Alternatives

In case you continue having second thoughts about which product will perform best for your business it might be a good idea to examine each service’s social metrics. Such metrics are usually a way to see how popular each solution is and how extensive is its online presence.For instance, if you look at Freshdesk LinkedIn profile you’ll learn that they are followed by 89210 users. In case of Salesforce Service Cloud the volume of followers on their LinkedIn page is 2120339.

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