Freshservice vs Salesforce Service Cloud comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Freshservice 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.
To learn more, read our detailed Freshservice vs. Salesforce Service Cloud Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The solution’s timely automated triggers increase our IT team’s productivity.""It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do.""The overall functionality of the product is excellent.""The most valuable features of Freshservice are the notifications, customization, and flexibility.""Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good.""The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well.""We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property.""The solution is very responsive with a 97% success rate in funneling customer tickets."

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"The product's initial setup phase was straightforward.""The most valuable feature of Salesforce Service Cloud is its ease of use.""It's a cloud tool, so it is easy to set up.""The interface is quite user-friendly.""We use Salesforce Service Cloud for lead management and opportunity management.""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 strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."

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Cons
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process.""A chat bot needs to be added to the portal.""Freshservice could improve the integration with Microsoft Outlook.""Freshservice could improve the delegation and workflow management features.""The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.""There are some limitations in reporting. For example, I would like to have a report of conversations or replies.""We'd like better integration with other products.""Their analytics need improvement."

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"Salesforce Service Cloud's report functionality could be improved.""The product's high price is an area of concern where improvements are required.""The integrations with other solutions can be improved.""Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map.""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 documentation could be improved.""There is room for improvement in pricing.""The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

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Pricing and Cost Advice
  • "It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
  • "The price of Freshservice could improve, it is expensive."
  • "It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
  • "Freshservice price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • More Freshservice Pricing and Cost Advice →

  • "I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
  • "Salesforce is not a cheap product. It can be expensive."
  • "The price is too expensive."
  • "We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
  • "The tool is pretty expensive."
  • "The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
  • More Salesforce Service Cloud Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of… more »
    Top Answer:The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it… more »
    Top Answer:I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features… more »
    Top Answer:The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.
    Top Answer:The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.
    Top Answer:We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.
    Ranking
    5th
    out of 59 in Help Desk Software
    Views
    2,326
    Comparisons
    1,691
    Reviews
    20
    Average Words per Review
    748
    Rating
    8.2
    9th
    out of 59 in Help Desk Software
    Views
    726
    Comparisons
    611
    Reviews
    11
    Average Words per Review
    435
    Rating
    8.5
    Comparisons
    Also Known As
    Flint
    Service Cloud
    Learn More
    Overview

    Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

    Freshservice Features

    Freshservice has many valuable key features. Some of the most useful ones include:

    • ITIL-aligned processes
    • Intelligent AI/ML capabilities
    • Advanced CSAT
    • Extensible platform
    • Self-service portal
    • Smart automations
    • Service catalog
    • Effective monitoring and alerting
    • Out-of-box analytics
    • Mobile app
    • Marketplace apps

    Freshservice Benefits

    There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

    • Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.
    • Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.
    • Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.
    • Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.
    • Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.
    • Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

    A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

    PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

    A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

    Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

    Sample Customers
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
    Top Industries
    REVIEWERS
    Financial Services Firm18%
    Comms Service Provider18%
    Manufacturing Company18%
    Insurance Company12%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Manufacturing Company6%
    Government6%
    Educational Organization5%
    REVIEWERS
    Manufacturing Company33%
    Computer Software Company11%
    Comms Service Provider11%
    Renewables & Environment Company11%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Educational Organization15%
    Financial Services Firm10%
    Manufacturing Company8%
    Company Size
    REVIEWERS
    Small Business61%
    Midsize Enterprise4%
    Large Enterprise36%
    VISITORS READING REVIEWS
    Small Business21%
    Midsize Enterprise17%
    Large Enterprise62%
    REVIEWERS
    Small Business31%
    Midsize Enterprise28%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise25%
    Large Enterprise56%
    Buyer's Guide
    Freshservice vs. Salesforce Service Cloud
    March 2024
    Find out what your peers are saying about Freshservice vs. Salesforce Service Cloud and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Freshservice is ranked 5th in Help Desk Software with 29 reviews while Salesforce Service Cloud is ranked 9th in Help Desk Software with 38 reviews. Freshservice is rated 8.0, while Salesforce Service Cloud is rated 8.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, Vlocity, JIRA Service Management and BSI. See our Freshservice vs. Salesforce Service Cloud report.

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    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.