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Salesforce Service Cloud Chat vs Zendesk

Salesforce Service Cloud Chat logo

Salesforce Service Cloud Chat

Live Chat

Live chat integrated with Salesforce Service Cloud

From
$25/month
Rated
-
Full reviewWebsite
Zendesk logo

Zendesk

Customer Support

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Salesforce Service Cloud Chat entry-level pricing of $25 per user per month is relatively expensive for small businesses; Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • They diverge on capability: Salesforce Service Cloud Chat covers Live chat messaging, Zendesk covers Ticket management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Salesforce Service Cloud Chat and Zendesk differ
AttributeSalesforce Service Cloud ChatZendesk
Starting price$25/month$19/month
Pricing modelUnknownsubscription
PlatformsWeb, Mobile appsWeb
CategoryLive ChatCustomer Support
Founded19992007

Identical on both: free tier (No), user rating (Not yet rated).

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 Salesforce Service Cloud Chat

  • Live chat messaging
  • CRM integration
  • Agent desktop integration
  • Visitor tracking
  • Salesforce ecosystem
  • Gmail
  • Web support
  • Mobile app support

Only in Zendesk

  • Ticket management
  • Omnichannel support
  • Knowledge base
  • Live chat
  • Call center
  • Analytics & reporting
  • Automation
  • Customer satisfaction

Both cover

  • Slack
  • Microsoft Teams

What people use each for

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

Salesforce Service Cloud Chat

  • Customer engagementnot Zendesk
  • Lead generationnot Zendesk
  • Customer supportnot Zendesk
  • Sales automationnot Zendesk

Zendesk

  • Help desk and ticketing system managementnot Salesforce Service Cloud Chat
  • Omnichannel customer supportnot Salesforce Service Cloud Chat
  • Knowledge base and self-service portalsnot Salesforce Service Cloud Chat
  • AI-assisted customer servicenot Salesforce Service Cloud Chat

Where each one falls short

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

Salesforce Service Cloud Chat

  • Entry-level pricing of $25 per user per month is relatively expensive for small businesses
  • Requires Salesforce CRM setup and integration for full functionality
  • Limited standalone capability outside of Salesforce ecosystem
  • Complex configuration required for advanced features

Zendesk

  • AI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • Copilot and Contact Center features available as separate add-ons at £50+/agent/month
  • Advanced routing, workforce engagement, and approval workflows limited to Enterprise tier
  • Highest tier requires sales consultation and custom pricing

Pricing, plan by plan

Salesforce Service Cloud Chat

$25/month

No published plan breakdown. See the Salesforce Service Cloud Chat review.

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Which should you pick?

Choose Salesforce Service Cloud Chat if

  • You need live chat messaging.
  • You work on Web, Mobile apps.
  • You also want crm integration.
Salesforce Service Cloud Chat review

Choose Zendesk if

  • You need ticket management.
  • You also want omnichannel support.
Zendesk review

Questions people ask

Is Salesforce Service Cloud Chat or Zendesk better?
Neither clearly leads. Salesforce Service Cloud Chat starts at $25/month and Zendesk at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Salesforce Service Cloud Chat or Zendesk?
Salesforce Service Cloud Chat starts at $25/month and Zendesk at $19/month.
Does Salesforce Service Cloud Chat or Zendesk run on more platforms?
Salesforce Service Cloud Chat runs on Web, Mobile apps. Zendesk runs on Web.
What is Salesforce Service Cloud Chat best used for?
Salesforce Service Cloud Chat is most often used for customer engagement, lead generation, customer support, sales automation. Of those, customer engagement and lead generation are not what Zendesk is typically brought in for.
What can Salesforce Service Cloud Chat do that Zendesk cannot?
Salesforce Service Cloud Chat covers Live chat messaging, CRM integration, Agent desktop integration, Visitor tracking. Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Both handle Slack, Microsoft Teams.

Answered from the vendors’ own pages

Salesforce Service Cloud Chat: What is Salesforce Service Cloud Chat?

Salesforce Chat is a real-time customer engagement tool enabling businesses to connect with customers through personalized live chat interactions embedded in apps and on websites, with AI-powered chatbot support.

Source
Zendesk: What is included in the free trial?

You'll have access to all features on the Zendesk Customer Service Suite Professional plan for 14 days, with Copilot included by default.

Source
Salesforce Service Cloud Chat: What is the pricing for Salesforce Service Cloud Chat?

Salesforce Service Cloud entry-level pricing starts at $25 per user per month, with multiple tiers available and add-ons ranging from $50 to $75 depending on required features.

Source
Zendesk: How is Zendesk pricing calculated?

Base subscription pricing is determined by your selected plan tier and the number of agent seats needed. Additional costs include usage-based features like App Builder and Voice, plus optional add-ons.

Source
Zendesk: What are the contract terms?

Zendesk subscriptions are month to month, annual, or multi-year. Annual billing typically costs less than monthly payments.

Source
Zendesk: Can I upgrade or downgrade my plan?

Yes, changes may apply immediately or at renewal depending on your subscription terms.

Source
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Related pages

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