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 feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"The UI is easy to use."
"It is very easy to make reports."
"It is quite easy to program custom apps and integrate them."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Omnichannel is one of the most valuable features of the solution."
"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."
"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."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The plug-ins that work with other standard systems have made the product industry-ready."
"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."
"The complexity of the solution is very less."
"It's a cloud tool, so it is easy to set up."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Technical support is not the best. It could be much, much better and offer better support to users."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"It should enhance its service and its reporting capabilities."
"I would like to see a little bit more color in the solution."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The integrations with other solutions can be improved."
"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."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The main concern for me revolves around the speed of certain integrations."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing of the solution can be made cheaper."
"Salesforce Service Cloud's report functionality could be improved."
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while Salesforce Service Cloud is ranked 8th 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 TOPdesk, 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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