Compare Salesforce Service Cloud vs Freshdesk

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

Salesforce Essentials – $25/user per month

Out-of-the-box service solution for up to 5 users

• Chatter
• Salesforce Mobile App
• Files
• Topics and Recommendations
• Case Auto-Assignment
• Web and Email Case Capture
• Case Email Auto-Response
• Case auto-assignment
• Case Escalation Rules and Queues
• 1 Service Console App
• Omni-Channel Routing (Basic)
• Omni-Channel Supervisor
• Knowledge (Read-Only)
• Knowledge (Read-Write)
• Lead-Contact Account Management
• Social Customer Service Starter Pack
• 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 Storage Per User
• File Storage Per User
• Standard Success Plan
• Online Case Submission (Two-Day Response)

Lightning Professional – $75/user per month

Complete service CRM for teams of any size

• All Essentials plan features, plus:
• Case Milestone Tracker
• Computer Telephony Integration (CTI)
• Orders Management
• Service Contracts and Entitlements
• Work Order Management
• Asset Management & Product Tracking
• Developer Sandbox
• 5 Process Builder (Processes Per Org)
• Unlimited Custom Applications
• 3 Record Types (Per Object)
• 2 Roles and Permissions

Included at additional cost:

• Knowledge (Read-Write)
• Social Customer Service Pro
• Web Services API
• Unlimited Online Training
• Access to Premier Success Resources
• 24/7 Toll-Free Support
• Developer Support
• Configuration Services
• Access to Accelerators

Lightning Enterprise – $150/user per month

Customizable CRM for comprehensive service

• All Professional plan features, plus:
• Advanced Case Management
• Advanced Reporting Features
• Offline Access
• Web Services API
• 1 Partial Sandbox
• Process Builder
• Salesforce Identity
• Workflow and Approval Automation
• Record Types
• Roles and Permissions

Included at additional cost:

• Knowledge (Read-Write)
• Mobile Messaging (LiveMessage)
• Snap-Ins for Live Agent Chat
• Snap-Ins for Live Video Chat
• Social Customer Service Pro
• Customer Community
• Customer Account Portal
• Field Service Dispatch
• Field Service Technician
• Field Service Contractor Management
• Service Analytics App
• Developer Pro Sandbox
• Full Sandbox
• Unlimited Online Training
• Access to Premier Success Resources
• 24/7 Toll-Free Support
• Developer Support
• Configuration Services
• Access to Accelerators

Lightning Unlimited – $300/user per month

Unlimited CRM power

• All Enterprise plan features, plus:
• Knowledge (Read-Write)
• Snap-Ins for Live Agent Chat
• Developer Pro Sandbox
• 1 Full Sandbox
• 1 Partial Sandbox
• Unlimited Online Training
• Access to Premier Success Resources
• 24/7 Toll-Free Support
• Developer Support
• Configuration Services
• Access to Accelerators

Included at additional cost:

• Mobile Messaging (LiveMessage)
• Snap-Ins for Live Video Chat
• Social Customer Service Pro
• Customer Community
• Customer Account Portal
• Field Service Dispatch
• Field Service Technician
• Field Service Contractor Management
• Service Analytics App

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. You can find more details about Freshdesk pricing here.

Sprout (free, unlimited agents):

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

Blossom –  $15 per agent/month (yearly)

• Everything in Sprout
• Automations
• Collision Detection
• Marketplace Apps
• Helpdesk In-Depth
• SLA Management
• Business Hours
• Chat and call management

Garden – $29 per agent/month (yearly)

• Everything in Blossom
• Multilingual Helpdesk
• Time Tracking
• CSAT Surveys
• Session Replay
• Performance Reports
• Embedded Chat FAQs
• Triggered Messages
• IVR
• Call Masking

Estate – $49 per agent/month (yearly)

• Everything in Garden
• Ticket Assignment Automation
• Custom Roles
• Portal Customization
• Enterprise Reporting
• Multiple SLAs and Timezones
• Support Bot
• In-app Chat Campaigns
• Smart Call Escalations
• Call Barging and Monitoring

Forest – $109 per agent/month (yearly)

• Everything in Estate
• Sandbox
• IP Whitelisting
• Data Centre Location
• HIPAA Compliance
• Extendable API Rate Limit
• Co-browsing
• Multilingual Chat FAQs
• Holiday Routing for Phone Calls