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Software · head to head

Freshdesk vs Salesforce Service Cloud

Freshdesk logo

Freshdesk

Software

Delight your customers, effortlessly

From
$19/month
Rated
-
Full reviewWebsite
Salesforce Service Cloud logo

Salesforce Service Cloud

Software

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
  • They diverge on capability: Freshdesk covers Ticketing, Salesforce Service Cloud covers Case management.

Where they differ

Only the attributes on which Freshdesk and Salesforce Service Cloud actually diverge.

Attributes where Freshdesk and Salesforce Service Cloud differ
AttributeFreshdeskSalesforce Service Cloud
Starting price$19/month$25/month
PlatformsWebWeb, Ios, Android
Founded20101999

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshdesk

  • Ticketing
  • Automation
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Reporting
  • Mobile apps
  • Microsoft Teams

Only in Salesforce Service Cloud

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Analytics
  • Salesforce CRM
  • MuleSoft
  • Tableau

Both cover

  • Self-service
  • Slack
  • SOC2
  • ISO27001
  • HIPAA

What people use each for

The jobs each tool is most often brought in to do.

Freshdesk

  • Help desk and ticketing systemnot Salesforce Service Cloud
  • Customer support portal and knowledge basenot Salesforce Service Cloud
  • Multi-channel support coordinationnot Salesforce Service Cloud
  • AI-assisted support agent interactionnot Salesforce Service Cloud

Salesforce Service Cloud

  • Enterprise customer servicenot Freshdesk
  • Field servicenot Freshdesk
  • Self-service portalsnot Freshdesk
  • AI-powered supportnot Freshdesk

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

Salesforce Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

Pricing, plan by plan

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

Salesforce Service Cloud

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

Which should you pick?

Choose Freshdesk if

  • You need ticketing.
  • You also want automation.
Freshdesk review

Choose Salesforce Service Cloud if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud review

Questions people ask

Is Freshdesk or Salesforce Service Cloud better?
Neither clearly leads. Freshdesk starts at $19/month and Salesforce Service Cloud at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Salesforce Service Cloud?
Freshdesk starts at $19/month and Salesforce Service Cloud at $25/month.
Does Freshdesk or Salesforce Service Cloud run on more platforms?
Freshdesk runs on Web. Salesforce Service Cloud runs on Web, Ios, Android.
What is Freshdesk best used for?
Freshdesk is most often used for help desk and ticketing system, customer support portal and knowledge base, multi-channel support coordination, ai-assisted support agent interaction. Of those, help desk and ticketing system and customer support portal and knowledge base are not what Salesforce Service Cloud is typically brought in for.
What can Freshdesk do that Salesforce Service Cloud cannot?
Freshdesk covers Ticketing, Automation, Team collaboration, Multi-channel support. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Self-service, Slack, SOC2, ISO27001.
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Related pages

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