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Zoho Desk vs Salesforce Service Cloud Comparison

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Overview

Category Leaders

Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key features...

Category Leaders

Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers...

  • 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

Starting from

14

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

1.7K

5

4

3

2

1

1,011

605

100

11

5

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.4

563

5

4

3

2

1

295

213

42

11

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.

KB

Keith B.

You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.

CS

Cherrelle S.

I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.

AR

Anonymous Reviewer

Pros

Great, easy to use software for start up to smaller type businesses who need an easy to use software that you do not have to spend a lot of time setting up and has a great easy to use interface.

CM

Christopher M.

I used this and best in customer support, sales product and operation. I recommend this to those have a business this will help you.

EO

Elaida O.

I love that it's customizable for the specific needs of our organization and the definitions we have. There are also amazing integrations built in.

AR

Anonymous Reviewer

Cons

Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
AvatarImg

Kassy C.

The user interface can be a bit confusing if you are an entry level user.
AvatarImg

Matthew H.

Lack of customization options in the lower subscription tiers.

BD

Ben D.

Cons

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone.
AvatarImg

Claire B.

The information that comes in from emails regarding Salesforce can sometimes be a little misleading or is just not in the same location that it was before. Product information that is.

AR

Anonymous Reviewer

Similar to the product that salesforce bought and then killed DESK.com.

HF

Harry F.

  • Vendor responds to reviews
  • Last review2 days ago
  • Vendor responds to reviews
  • Last review8 days ago

Key features

  • Total features143
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Bid Management
  • Billing & Invoicing
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Code Enforcement
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Equipment Maintenance
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • For Small Businesses
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • GPS
  • Gamification
  • Geotargeting
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Inspection Management
  • Interaction Tracking
  • Interactive Content
  • Inventory Control
  • Inventory Management
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Costing
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Online Time Clock
  • Outbound Call Center
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Personalization
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Records Management
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Request Management
  • 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
  • Taxation & Assessment
  • Technician Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • Utility Billing
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Website Integration
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features167
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Bid Management
  • Billing & Invoicing
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Code Enforcement
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Equipment Maintenance
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • For Small Businesses
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • GPS
  • Gamification
  • Geotargeting
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Inspection Management
  • Interaction Tracking
  • Interactive Content
  • Inventory Control