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Zendesk vs SAP Service Cloud Comparison

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Overview

Category Leaders

Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily....

SAP Service Cloud is a customer support software that helps businesses leverage artificial intelligence (AI) to resolve clients’...

  • 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

Screenshots

Pricing

Starting from
$19/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
/
No info available
/
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,345

902

238

47

35

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

No reviews

5

4

3

2

1

0

0

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support

Pros

Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
It's a very easy to use with very good features that really help make the job much easier. I really learned a lot thanks to it, becaus zendesk helps me know my applicacion even better.
The experience with Zendesk is very good, it has helped me to better organize the incidents, give them priority and also be able to obtain very good statistics to analyze the work of the team.

Pros

Not enoughreviews yet

Cons

I dislike that unless you are communicating within the actual Zendesk software with your admin/technical support team, it comes through as a confusing email thread that is hard to follow.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.

Cons

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review12 days ago
  • Vendor responds to reviews
  • Last reviewN/A

Key features

  • Total features196
  • 360 Degree Feedback
  • A/B Testing
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • Forms Management
  • Full Text Search
  • GPS
  • Gamification
  • Geotargeting
  • Health Score
  • Historical Reporting
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incentive Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Inventory Optimization
  • Inventory Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Records Management
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Scheduling
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features34
  • 360 Degree Feedback
  • A/B Testing
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • Forms Management
  • Full Text Search
  • GPS
  • Gamification
  • Geotargeting
  • Health Score
  • Historical Reporting
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incentive Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Inventory Optimization
  • Inventory Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Records Management
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Scheduling
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations901
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrationsN/A
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

Zendesk vs. SAP Service Cloud

See how Zendesk and SAP Service Cloud stack up against each other by comparing features, pricing, ratings, integrations, security & more.

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10+ YEARS RECOMMENDING SOFTWARE

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