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):

• Access to App Gallery
• Email Channel
• Knowledge Base
• Standard Phone Channel
• Basic Social Channel

Blossom –  $19 per agent/month (yearly) or $25 (monthly)

• Sprout inclusions
• Advanced Social Channel
• Custom Domain Mapping
• Satisfaction Surveys
• Time Tracking
• Custom Apps

Garden – $35 per agent/month (yearly) or $44 (monthly)

• Blossom inclusions
• Multilingual Helpdesk
• Live Chat Channel
• Ticket Templates
• Community Forums
• Scheduled Reports

Estate – $49 per agent/month (yearly) or $59 (monthly)

• Multiple Products
• Garden inclusions
• Portal Customization
• Custom Agent Roles
• Shared Ownership
• Enterprise Reports

Forest – $89 per agent/month (yearly) or $99 (monthly)

• Estate inclusions
• Advanced Phone Channel
• Custom Email Servers
• EU Data Center
• IP Whitelisting

*annual subscription