Compare Zendesk vs Salesforce Service Cloud

Zendesk offers different pricing plans for its various modules. A 30-day free trial is also available.

Zendesk Support

Essential – $9/agent per month or $5/agent per month (billed annually)

• Email & social channels
• Basic help center
• Web Widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

• All Essential features, plus:
• Business rules
• Performance Dashboards
• Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

• All Team features, plus:
• Multilingual content
• CSAT surveys
• Custom reports & dashboards

Enterprise – $125/agent per month or $99/agent per month (billed annually)

• All Professional features, plus:
• Custom agent roles
• Multibrand support
• Multiple ticket forms
• Launch Success Program
• Satisfaction Prediction

Elite – $199/agent per month (billed annually)

• All Enterprise features, plus:
• Unlimited light agents
• 99.9% uptime SLA
• 1 hour service level objective
• Advanced encryption & security
• Data center location

Zendesk Chat

Lite – Free

• 1 concurrent chat
• Chat rating
• 30-day chat history

Team – $19/agent per month or $14/agent per month (billed annually)

• All Lite features, plus:
• Unlimited chats
• 2 triggers
• 2 departments
• Zendesk Message
• Widget customization
• Public apps

Professional – $35/agent per month or $29/agent per month (billed annually)

• All Team features, plus:
• Unlimited triggers
• Unlimited departments
• Operating hours
• Chat and agent reports
• Conversion Tracking

Enterprise – $70/agent per month or $59/agent per month (billed annually)

• All Professional features, plus:
• Widget unbranding
• Real-time monitor
• Roles and permissions
• Skills-based routing
• Web SDK
• 24/7 live chat support

Zendesk Talk

Lite – Pay for usage only, per agent per month

• Limit of 1 phone number
• Automatic ticket creation
• Call recording & voicemail transcription

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

• All Lite features, plus:
• Multiple phone numbers
• Warm transfer
• Business hours
• Text messaging

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

• All Team features, plus:
• IVR phone trees
• Call monitoring & barging
• Callback from queue
• Real-time analytics
• Insights reporting

Enterprise – Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

• All Professional features, plus:
• Launch Success Program
• Monthly Diagnostics
• Talk Usage 99.95% SLA
• Failover on demand

Partner Edition – Does not inlcue cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

• Access to telephony integrations & CTI toolkit for:
• Embedded softphone
• Caller ID & history
• Tickets with call data and agent assignment

Zendesk Guide

Lite – Free

• Included with Zendesk Support
• Knowledge base
• Support request form
• Google Analytics reporting

Professional – $19/agent per month or $15/agent per month (billed annually)

• All Lite features, plus:
• Custom themes
• Multilingual content
• Agent knowledge base
• Community forums
• Customer requests portal
• Performance dashboards
• Knowledge Capture app

Enterprise – $34/agent per month or $29/agent per month (billed annually)

• All Professional features, plus
• Team Publishing
• Content Cues
• Multiple help centers
• Integrated Knowledge Capture workflow

Answer Bot – Optional, from $50 per month

• Automated replies to customers using knowledge base content

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