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Software · head to head

Salesforce Service Cloud vs Zendesk

Salesforce Service Cloud logo

Salesforce Service Cloud

Software

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite
Zendesk logo

Zendesk

Software

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: 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; 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 covers Case management, Zendesk covers Ticket management.

Where they differ

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

Attributes where Salesforce Service Cloud and Zendesk differ
AttributeSalesforce Service CloudZendesk
Starting price$25/month$19/month
PlatformsWeb, Ios, AndroidWeb
Founded19992007

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 Salesforce Service Cloud

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

Only in Zendesk

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

Both cover

  • Slack
  • SOC2
  • ISO27001
  • HIPAA
  • FedRAMP

What people use each for

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

Salesforce Service Cloud

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

Zendesk

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

Where each one falls short

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

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

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

$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

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Which should you pick?

Choose Salesforce Service Cloud if

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

Choose Zendesk if

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

Questions people ask

Is Salesforce Service Cloud or Zendesk better?
Neither clearly leads. Salesforce Service Cloud 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 or Zendesk?
Salesforce Service Cloud starts at $25/month and Zendesk at $19/month.
Does Salesforce Service Cloud or Zendesk run on more platforms?
Salesforce Service Cloud runs on Web, Ios, Android. Zendesk runs on Web.
What is Salesforce Service Cloud best used for?
Salesforce Service Cloud is most often used for enterprise customer service, field service, self-service portals, ai-powered support. Of those, enterprise customer service and field service are not what Zendesk is typically brought in for.
What can Salesforce Service Cloud do that Zendesk cannot?
Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Both handle Slack, SOC2, ISO27001, HIPAA.
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