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Freshdesk vs Salesforce Service Cloud Comparison (2026)
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4.7
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Good recommendations?
Freshdesk
4.5
(3.4K)5
2K
4
1.2K
3
166
2
33
1
18
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Salesforce Service Cloud
4.5
(832)5
483
4
277
3
56
2
14
1
2
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Freshdesk is a cloud-based customer service software that helps businesses of all sizes engage with customers across email, phone, c...
Improve first-visit resolution with a complete field service solution for dispatchers, mobile workers, and managers. Deliver AI-powered scheduling and resource optimization, access to job schedules, van inventory, knowledge articles, and more — with or without internet.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.5
3.4K
5
4
3
2
1
2K
1.2K
166
33
18
- Value for money
- Ease of use
- Features
- Customer support
81%
would recommend this app4.5
832
5
4
3
2
1
483
277
56
14
2
- Value for money
- Ease of use
- Features
- Customer support
73%
would recommend this appPros
“We use Freshdesk for our support operations, and it has helped us resolve and close tickets faster with its advanced features presented in a simple and easy-to-use interface.”
AC
Amarnath C.
Senior software engineer
“Freshdesk makes our customer support operations seamless with its wide range of features such as ticketing, knowledge base management, and command center capabilities, helping teams manage customer interactions more efficiently.”
MP
Manijith P.
Graphics Hardware Engineer
“Freshdesk helped the team manage customer inquiries and internal requests more efficiently through its structured ticketing system, automation features, and clear communication flow.”
JD
Johny D.
CSO and Helpdesk Global Lead
Pros
“It helps to do the case routing assignment and also the issue resolution can be automated, by freeing up agents to get more focus on bigger problems”
SB
Sachita B.
Certification course
“Between the chat functionality, call management, security, use cases for small to large businesses, and its high level of customizability...it's hard to beat this. While it does come at a premium cost, the sky is the limit with what it can do.”
AJ G.
Salesforce Administrator
“I used the platform to organize information, document communications, and ensure timely follow-up on tasks.”
KL
Kate L.
Sales
Cons
“The interface feels cluttered and messy at times, and the workflows can be confusing and difficult to navigate, especially when managing different features and settings.”
KA
Kosana A.
QA Analyst
“It does not provide monthly flexibility, and committed seats cannot be reduced when business needs change.”
FW
Fiodas W.
CS Manager
“Some advanced automations and setting up certain integrations can be a bit complex at first if you don't have a technical background.”
PG
Pablo G.
Customer Support
Cons
“I am not responsible for purchasing software, so I don't know how much Salesforce costs, but that seems to be a barrier within our company for how many people can have accounts, which is my least favorite thing about Salesforce.”
JT
Jeana T.
Executive Director
“If there is any downtime or issues with the system, this effectively brings the customers support requirements to a halt”
Claire E.
Sales manager
“I don't like how it's inefficient in the way it displays information where it's not customizable enough for only focusing on essential info without scrolling and switching tabs.”
OD
Olga D.
Pharmacist
- Vendor responds to reviews
- Last review22 days ago
- Vendor responds to reviews
- Last reviewa month ago
Key features
- Total features104
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- API
- Access Controls/Permissions
- Accounting Integration
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Alerts/Escalation
- Alerts/Notifications
- All-Employee Access
- Appointment Management
- Approval Process Control
- Artificial Intelligence
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Assignments and Tasks
- Attachments/Screencasts
- Audit Management
- Audit Trail
- Automated Routing
- Automated Scheduling
- Automated Ticket Resolution
- Automated response
- Automatic Call Distribution
- Automation
- Autonomous Task Execution
- Autoresponders
- Availability Management
- Billing & Invoicing
- Blended Call Center
- Branding
- Budgeting/Forecasting
- CRM
- Calendar Management
- Call Center Management
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Client Portal
- Co-Browsing
- Code Enforcement
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Communications Strategy Development
- Community Forums
- Compliance Management
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contextual Engagement
- Contextual Response Generation
- Contract/License Management
- Conversation Archiving
- Corrective and Preventive Actions (CAPA)
- Create Content
- Cross-system Integration
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Interaction Automation
- Customer Management
- Customer Profiles
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Decision Making
- Delivery Tracking
- Discussions/Forums
- Dispatch Management
- Document Management
- Document Processing
- Document Storage
- Drag & Drop
- Driver Management
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Email to Case
- Employee Database
- Employee Management
- Employee Scheduling
- Equipment Maintenance
- Escalation Handling
- Event Logs
- Event Triggered Actions
- Feedback Collection
- Feedback Management
- File Management
- File Sharing
- File Storage
- Fixed Asset Management
- For Call Centers
- For Insurance Industry
- For iPad Devices
- Forms Management
- Fuel Tracking
- Full Text Search
- GPS
- Geotargeting
- Help Desk
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Incident Management
- IVR
- Inbound Call Center
- Inbound Identification
- Incident Management
- Incident Reporting
- Independent Decision Making
- Inspection Management
- Integrations
- Intelligent Routing
- Interaction Tracking
- Internal Discussion
- Inventory Control
- Inventory Management
- Investigation Management
- Issue Management
- Issue Tracking
- Job Costing
- Job Management
- Job Scheduling
- Job Tracking
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Knowledge Management
- Labor Forecasting
- Lead Development
- Lead Distribution
- Lead Management
- Live Chat
- Live Driver Tracking
- Location Tracking
- Macros
- Macros/Templated Responses
- Maintenance Scheduling
- Manual Dialer
- Mentions
- Mobile Access
- Mobile App
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multi-step Planning
- Multilingual Support
- Natural Language Interaction
- Notes
- Notifications
- Offline Form
- Omnichannel
- Online Forums
- Online Time Clock
- Open Listening
- Order Management
- Order Tracking
- Outbound Call Center
- Payment Collection in the Field
- Performance Management
- Performance Metrics
- Performance Tracking
- Permit Issuance
- Personalization
- Phone
- Physical Media
- Predictive Dialer
- Prioritization
- Priority Case Alerts
- Proactive Assistance
- Proactive Chat
- Proactive Customer Outreach
- Proactive Engagement
- Problem Management
- Problem Solving
- Progressive Dialer
- Project Management
- Purchasing & Receiving
- Quality Assurance
- Queue Management
- QuickBooks Integration
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Records Management
- Regulatory Compliance
- Release Management
- Reminders
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Resource Allocation
- Risk Alerts
- Risk Analysis
- Risk Assessment
- Route Optimization
- Seamless Escalation
- Searchable Articles
- Self Service Portal
- Self-Serve Support
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Social
- Social Media Integration
- Supporting Documents
- Surveys
- Tagging System
- Targeted Emails
- Task Execution
- Team Inbox
- Templates
- Text
- Third-Party Integrations
- Ticket Collaboration
- Ticket Creation User Experience
- Ticket Response User Experience
- Tickets
- Transcripts
- Trend Analysis
- Trends
- Two-Way Communication
- User, Role, and Access Management
- Visitor Activity
- Voice
- Workflow
- Workflow Optimization
- Workflows
- Total features180
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- API
- Access Controls/Permissions
- Accounting Integration
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Alerts/Escalation
- Alerts/Notifications
- All-Employee Access
- Appointment Management
- Approval Process Control
- Artificial Intelligence
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Assignments and Tasks
- Attachments/Screencasts
- Audit Management
- Audit Trail
- Automated Routing
- Automated Scheduling
- Automated Ticket Resolution
- Automated response
- Automatic Call Distribution
- Automation
- Autonomous Task Execution
- Autoresponders
- Availability Management
- Billing & Invoicing
- Blended Call Center
- Branding
- Budgeting/Forecasting
- CRM
- Calendar Management
- Call Center Management
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Client Portal
- Co-Browsing
- Code Enforcement
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Communications Strategy Development
- Community Forums
- Compliance Management
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contextual Engagement
- Contextual Response Generation
- Contract/License Management
- Conversation Archiving
- Corrective and Preventive Actions (CAPA)
- Create Content
- Cross-system Integration
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Interaction Automation
- Customer Management
- Customer Profiles
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Decision Making
- Delivery Tracking
- Discussions/Forums
- Dispatch Management
- Document Management
- Document Processing
- Document Storage
- Drag & Drop
- Driver Management
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Email to Case
- Employee Database
- Employee Management
- Employee Scheduling
- Equipment Maintenance
- Escalation Handling
- Event Logs
- Event Triggered Actions
- Feedback Collection
- Feedback Management
- File Management
- File Sharing
- File Storage
- Fixed Asset Management
- For Call Centers
- For Insurance Industry
- For iPad Devices
- Forms Management
- Fuel Tracking
- Full Text Search
- GPS
- Geotargeting
- Help Desk
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Incident Management
- IVR
- Inbound Call Center
- Inbound Identification
- Incident Management
- Incident Reporting
- Independent Decision Making
- Inspection Management
- Integrations
- Intelligent Routing
- Interaction Tracking
- Internal Discussion
- Inventory Control
- Inventory Management
- Investigation Management
- Issue Management
- Issue Tracking
- Job Costing
- Job Management
- Job Scheduling
- Job Tracking
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Knowledge Management
- Labor Forecasting
- Lead Development
- Lead Distribution
- Lead Management
- Live Chat
- Live Driver Tracking
- Location Tracking
- Macros
- Macros/Templated Responses
- Maintenance Scheduling
- Manual Dialer
- Mentions
- Mobile Access
- Mobile App
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multi-step Planning
- Multilingual Support
- Natural Language Interaction
- Notes
- Notifications
- Offline Form
- Omnichannel
- Online Forums
- Online Time Clock
- Open Listening
- Order Management
- Order Tracking
- Outbound Call Center
- Payment Collection in the Field
- Performance Management
- Performance Metrics
- Performance Tracking
- Permit Issuance
- Personalization
- Phone
- Physical Media
- Predictive Dialer
- Prioritization
- Priority Case Alerts
- Proactive Assistance
- Proactive Chat
- Proactive Customer Outreach
- Proactive Engagement
- Problem Management
- Problem Solving
- Progressive Dialer
- Project Management
- Purchasing & Receiving
- Quality Assurance
- Queue Management
- QuickBooks Integration
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Records Management
- Regulatory Compliance
- Release Management
- Reminders
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Resource Allocation
- Risk Alerts
- Risk Analysis
- Risk Assessment
- Route Optimization
- Seamless Escalation
- Searchable Articles
- Self Service Portal
- Self-Serve Support
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Social
- Social Media Integration
- Supporting Documents
- Surveys
- Tagging System
- Targeted Emails
- Task Execution
- Team Inbox
- Templates
- Text
- Third-Party Integrations
- Ticket Collaboration
- Ticket Creation User Experience
- Ticket Response User Experience
- Tickets
- Transcripts
- Trend Analysis
- Trends
- Two-Way Communication
- User, Role, and Access Management
- Visitor Activity
- Voice
- Workflow
- Workflow Optimization
- Workflows
Integrations
- Total integrations40
- Airtable
- Asana
- Bitrix24
- CRM Analytics
- Calendly
- Chargebee
- Claris FileMaker
- ClickUp
- CloudTalk
- Elastic Enterprise Search
- Five9
- Freshcaller
- Freshchat
- Gainsight CS
- GitHub
- Harvest
- Helpshift
- InGenius
- Intuit Mailchimp Email Marketing
- Jira
- Jotform
- Linear
- LiveOps
- Microsoft Outlook
- Microsoft Teams
- MightyCall
- Natterbox
- NiCE CXone
- Okta
- PDQ Deploy & Inventory
- Planhat
- STORIS
- Salesforce Marketing Cloud
- Salesforce Platform
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Salesforce Starter
- Shopify
- Slack
- SparkTG VCC
- SurveySparrow
- Talkdesk
- Textline
- Tidy
- Trello
- Trustpilot
- Twilio
- Unicommerce
- Vonage Contact Center
- WordPress
- Workforce Optimization (WFO)
- Zapier
- Zoho CRM
- Zoho Mail
- Zoom Workplace
- monday CRM
- Total integrations16
- Airtable
- Asana
- Bitrix24
- CRM Analytics
- Calendly
- Chargebee
- Claris FileMaker
- ClickUp
- CloudTalk
- Elastic Enterprise Search
- Five9
- Freshcaller
- Freshchat
- Gainsight CS
- GitHub
- Harvest
- Helpshift
- InGenius
- Intuit Mailchimp Email Marketing
- Jira
- Jotform
- Linear
- LiveOps
- Microsoft Outlook
- Microsoft Teams
- MightyCall
- Natterbox
- NiCE CXone
- Okta
- PDQ Deploy & Inventory
- Planhat
- STORIS
- Salesforce Marketing Cloud
- Salesforce Platform
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Salesforce Starter
- Shopify
- Slack
- SparkTG VCC
- SurveySparrow
- Talkdesk
- Textline
- Tidy
- Trello
- Trustpilot
- Twilio
- Unicommerce
- Vonage Contact Center
- WordPress
- Workforce Optimization (WFO)
- Zapier
- Zoho CRM
- Zoho Mail
- Zoom Workplace
- monday CRM
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