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Salesforce Service Cloud vs Zoho Desk

Salesforce Service Cloud logo

Salesforce Service Cloud

Software

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite
Zoho Desk logo

Zoho Desk

Software

Context-aware help desk software

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Zoho Desk has a free tier, so it costs nothing to try first.
  • 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; Zoho Desk free plan caps at three user licenses; paid plans (Express, Standard, Professional, Enterprise) are billed annually to get the listed rate, with monthly billing costing more, and light user seats are priced separately from full agent seats
  • They diverge on capability: Salesforce Service Cloud covers Case management, Zoho Desk covers Ticket management.

Where they differ

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

Attributes where Salesforce Service Cloud and Zoho Desk differ
AttributeSalesforce Service CloudZoho Desk
Starting price$25/monthFree
Free tierNoYes
Founded19991996

Identical on both: pricing model (subscription), platforms (Web, Ios, Android), 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 Zoho Desk

  • Ticket management
  • Multi-channel support
  • AI assistant
  • Automation
  • Knowledge base
  • Reporting
  • Zoho CRM
  • Salesforce

Both cover

  • Slack
  • SOC2
  • ISO27001
  • Web support
  • Ios support
  • Android support

What people use each for

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

Salesforce Service Cloud

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

Zoho Desk

  • Multi-channel supportnot Salesforce Service Cloud
  • IT help desknot Salesforce Service Cloud
  • 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

Zoho Desk

  • Free plan caps at three user licenses; paid plans (Express, Standard, Professional, Enterprise) are billed annually to get the listed rate, with monthly billing costing more, and light user seats are priced separately from full agent seats

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

Zoho Desk

Free
  • FreeFree
    • 3 agents
    • Email ticketing
    • Help center
  • Standard$14/month
    • Social channels
    • Workflow automation
    • Customer happiness ratings
  • Professional$23/month
    • Multi-department
    • Round-robin assignment
    • Custom fields
  • Enterprise$40/month
    • AI Zia
    • Multi-brand help center
    • Advanced analytics

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 Zoho Desk if

  • You need ticket management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want multi-channel support.
Zoho Desk review

Questions people ask

Is Salesforce Service Cloud or Zoho Desk better?
Neither clearly leads. Salesforce Service Cloud starts at $25/month and Zoho Desk at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Salesforce Service Cloud or Zoho Desk?
Zoho Desk has a free tier; the other does not. Paid plans start at $25/month for Salesforce Service Cloud and Free for Zoho Desk.
Does Salesforce Service Cloud or Zoho Desk run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use Zoho Desk for free?
Yes. Zoho Desk has a free tier, so you can try it without paying. Salesforce Service Cloud starts at $25/month.
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 Zoho Desk is typically brought in for.
What can Salesforce Service Cloud do that Zoho Desk cannot?
Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Zoho Desk covers Ticket management, Multi-channel support, AI assistant, Automation. Both handle Slack, SOC2, ISO27001, Web support.
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