Freshdesk vs. Salesforce Service Cloud: Which is Best?

Freshdesk vs. Salesforce Service Cloud: Which is Best?

Freshdesk vs. Salesforce Service Cloud Best Overall: Salesforce Service Cloud

In our comparison of Freshdesk vs. Salesforce Service Cloud, Salesforce Service Cloud is the best option with a higher overall Wheelhouse Score. Wheelhouse Score uses a combination of feature and pricing comparison data, average user ratings, and editorial reviews to score software vendors on a scale of 1-10.

Quick Info

Freshdesk Quick Info
WH Score:
7.3
Pricing Score:
7.0
Feature Score:
6.8
Usability Score:
6.8
Company Size:All Sizes
Platforms:
Salesforce Service Cloud Quick Info
WH Score:
8.9
Pricing Score:
8.3
Feature Score:
8.8
Usability Score:
8.7
Company Size:All Sizes
Platforms:

Pricing

Freshdesk Pricing
Free
Free
per user / per month
Growth
$15
per user / per month
Pro
$39
per user / per month
Enterprise
$69
per user / per month
Growth Omnichannel
$29
per user / per month
Pro Omnichannel
$59
per user / per month
Enterprise Omnichannel
$99
per user / per month
Salesforce Service Cloud Pricing
Essentials
$25
per user / per month
Professional
$75
per user / per month
Enterprise
$150
per user / per month
Unlimited
$300
per user / per month

Features

Freshdesk Features
  • Toll-Free Numbers
  • Bring Your Own Carrier (BYOC)
  • Call Hold
  • Call Queue
  • Call Barge
  • Voicemail
  • IVR
  • Number Porting
  • Number Black/White List
  • Concurrent Call Sessions
  • Event-Driven Routing
  • Omnichannel Routing
  • Complaint/Feedback Management
  • Ticket Assign
  • Ticket Routing
Salesforce Service Cloud Features
  • Toll-Free Numbers
  • Bring Your Own Carrier (BYOC)
  • Call Hold
  • Call Queue
  • Call Barge
  • Voicemail
  • IVR
  • Number Porting
  • Number Black/White List
  • Concurrent Call Sessions
  • Event-Driven Routing
  • Omnichannel Routing
  • Complaint/Feedback Management
  • Ticket Assign
  • Ticket Routing

Pros & Cons

Freshdesk Pros & Cons
Pros
  • Freshdesk stands out for its ability to categorize and manage tickets efficiently
  • Additionally, it offers various communication channels such as email, chat, and phone.
Cons
  • One disadvantage of Freshdesk is that sometimes the waiting time for support is not ideal.
Salesforce Service Cloud Pros & Cons
Pros
  • Collaboration with Outlook is simple-tasks that were performed via spreadsheets have been eliminated and its now cloud-based thanks to Outlook.
Cons
  • Insufficient account management aspects, excess fields in the former reporting which makes it difficult to pinpoint the most crucial records, and there’s no clear pipeline.

Reviews

Freshdesk Reviews
Top Favorable Review
G
Gayle
Reviewed on Jul 2, 2021

Freshdesk has allowed you to provide customer support by managing incoming emails and calls. Moreover, it has streamlined your ticketing system by organizing tickets into different folders, ultimately making your work easier.

Freshdesk stands out for its ability to categorize and manage tickets efficiently. Additionally, it offers various communication channels such as email, chat, and phone.

While Freshdesk is a good product overall, its interface is too simplistic for your liking.

Top Critical Review
M
Margaret
Reviewed on Jul 2, 2021

Freshdesk helps users automate tasks, reduce ticket volume with a knowledge base, and generate reports for decision-making and service improvement. As a result, users can optimize their workflows, save time and resources, and enhance their service quality.

The top feature of Freshdesk is its user-friendly ticket system that suits both startups and larger companies worldwide. Its interface is highly intuitive, and it offers robust automation capabilities for ticket assignments, time-triggered actions, and notifications, among others. These functions enable users to save time on daily tasks, and generate and schedule reports based on various categories.

One disadvantage of Freshdesk is that sometimes the waiting time for support is not ideal.

Salesforce Service Cloud Reviews
Top Favorable Review
B
Brian
Reviewed on Jul 2, 2021

Working with this software has been enjoyable, it has eased our work, and the additional work that was formerly done has since been eliminated.

Collaboration with Outlook is simple-tasks that were performed via spreadsheets have been eliminated and its now cloud-based thanks to Outlook.

Quite costly, extremely frustrating downtime sometimes.

Top Critical Review
E
Emanuel
Reviewed on Jul 2, 2021

Aids in arranging sales processes at our corporation and is an incredible base for original reporting.

Aids in arranging sales operations and is a superb place to store all the data on your clients.

Insufficient account management aspects, excess fields in the former reporting which makes it difficult to pinpoint the most crucial records, and there’s no clear pipeline.

Alternatives

Freshdesk Alternatives
Salesforce Service Cloud Alternatives
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Freshdesk vs. Salesforce Service Cloud: Detailed Comparison

Freshdesk vs. Salesforce Service Cloud Top Ratings & Reviews: Salesforce Service Cloud

In our rating and review comparison of Freshdesk vs. Salesforce Service Cloud, Salesforce Service Cloud has 37 user reviews and Freshdesk has 10. The average star rating for Salesforce Service Cloud is 4.54 while Freshdesk has an average rating of 4.3. Salesforce Service Cloud has more positive reviews than Freshdesk. Comparing Freshdesk vs. Salesforce Service Cloud reviews, Salesforce Service Cloud has stronger overall reviews.

Freshdesk vs. Salesforce Service Cloud Best Features & Functionality: Salesforce Service Cloud

Freshdesk vs. Salesforce Service Cloud both offer a strong set of features and functionality including Phone System Features, Call Management & Administration, Call Routing Types, Customer Management, Lead Management, Reporting & Analytics, Drag-and-Drop Builders/Designers, Workflow Automation, Supported Channels, Chat/IM Management, Customizable Items, File Management, Systems/Administrative, Data Management, Identity and Access Management (IAM), Governance, Risk, & Compliance (GRC), Integration Options, Third-Party Integrations, Microsoft 365, Google Workspace, Content Management, Learning Management, Course Management, After-Sales Service, Project Management Features. In our feature comparison of Freshdesk vs. Salesforce Service Cloud, Salesforce Service Cloud offers more of the most popular features and tools than Freshdesk.

Freshdesk vs. Salesforce Service Cloud Best Pricing: Salesforce Service Cloud

In our pricing comparison of Freshdesk vs. Salesforce Service Cloud, Salesforce Service Cloud's pricing starts at $25/month and is more affordable compared to Salesforce Service Cloud's starting cost of $25/month.

Freshdesk vs. Salesforce Service Cloud Best Usability: Salesforce Service Cloud

Our comparison of Freshdesk vs. Salesforce Service Cloud shows that Salesforce Service Cloud scores higher in usability for ease of use, meets requirements, learning curve. Freshdesk scores higher in setup & support, quality of support, ease of admin, but Salesforce Service Cloud has the best scores overall for system usability.

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