We performed a comparison between Freshdesk and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The organization that is possible with other departments is the solution's most valuable aspect."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"Omnichannel is one of the most valuable features of the solution."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"It is very easy to make reports."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The plug-ins that work with other standard systems have made the product industry-ready."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The complexity of the solution is very less."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"I would like to see a little bit more color in the solution."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"I would like on-the-go translation,"
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"The integrations with other solutions can be improved."
"The main concern for me revolves around the speed of certain integrations."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The product's high price is an area of concern where improvements are required."
"The pricing for what Salesforce Service Cloud offers is not great."
"There is room for improvement in pricing."
"The pricing of the solution can be made cheaper."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews. Freshdesk is rated 8.4, while Salesforce Service Cloud is rated 8.6. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Freshdesk vs. Salesforce Service Cloud report.
See our list of best Help Desk Software vendors and best Knowledge Management Software vendors.
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