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Salesforce Service Cloud Chat vs Zendesk Chat

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 Chat logo

Zendesk Chat

Live Chat

Live chat software from Zendesk

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 Chat enterprise plan requires custom pricing quote
  • They diverge on capability: Salesforce Service Cloud Chat covers Live chat messaging, Zendesk Chat covers Web messaging.
  • 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 Chat actually diverge.

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

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

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
  • Slack
  • Gmail
  • Microsoft Teams

Only in Zendesk Chat

  • Web messaging
  • Mobile messaging
  • Chatbots
  • Proactive chat
  • Analytics
  • Triggers
  • Zendesk Support
  • Salesforce

Both cover

  • Web support
  • Android support

What people use each for

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

Salesforce Service Cloud Chat

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

Zendesk Chat

  • Customer support team managementnot Salesforce Service Cloud Chat
  • Multi-channel messagingnot Salesforce Service Cloud Chat
  • AI-powered contact centersnot 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 Chat

  • Enterprise plan requires custom pricing quote
  • AI agent usage beyond plan allowance billed separately

Pricing, plan by plan

Salesforce Service Cloud Chat

$25/month

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

Zendesk Chat

$19/month
  • Support Team$19/month
    • Email ticketing
    • Routing and analytics
    • Pre-written responses
  • Suite Team$55/month
    • All Support features
    • AI Agents
    • Knowledge Base
  • Suite Professional$115/month
    • Suite Team features
    • Admin Copilot
    • App Builder

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 Chat if

  • You need web messaging.
  • You work on Web, Ios, Android.
  • You also want mobile messaging.
Zendesk Chat review

Questions people ask

Is Salesforce Service Cloud Chat or Zendesk Chat better?
Neither clearly leads. Salesforce Service Cloud Chat starts at $25/month and Zendesk Chat 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 Chat?
Salesforce Service Cloud Chat starts at $25/month and Zendesk Chat at $19/month.
Does Salesforce Service Cloud Chat or Zendesk Chat run on more platforms?
Salesforce Service Cloud Chat runs on Web, Mobile apps. Zendesk Chat runs on Web, Ios, Android.
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 Chat is typically brought in for.
What can Salesforce Service Cloud Chat do that Zendesk Chat cannot?
Salesforce Service Cloud Chat covers Live chat messaging, CRM integration, Agent desktop integration, Visitor tracking. Zendesk Chat covers Web messaging, Mobile messaging, Chatbots, Proactive chat. Both handle Web support, Android support.

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 Chat: Can Messaging be used for live, session-based conversations or asynchronous chats?

Both. Messaging supports real-time sessions for fast help as well as ongoing asynchronous conversations, so customers can chat at their own pace and agents stay flexible.

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 Chat: Do agents need a separate tool or tab to use Messaging?

No. Messaging is built right into the Zendesk Agent Workspace, so agents can manage conversations seamlessly without switching tools or tabs.

Source
Zendesk Chat: How do I know if my AI agents are handling my tickets effectively?

Zendesk QA automatically reviews all conversations, enabling performance tracking and continuous improvement of AI and agent support.

Source
Zendesk Chat: Once I build an AI agent, can I deploy it across more than one social channel?

Yes. Build your AI Agent once and deploy it to web, mobile, and social messaging channels like WhatsApp, Facebook, and more.

Source
Zendesk Chat: Why should I switch from legacy live chat to Messaging?

Messaging enables users to replicate and enhance live chat experiences by leveraging AI agents and omnichannel routing capabilities.

Source
Zendesk Chat: Can I build something custom or go beyond the out-of-the-box experience?

Absolutely. With access to the Zendesk messaging platform, you can create fully custom experiences that fit your unique business needs.

Source
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