# Compare Salesforce Service Cloud vs Zoho Desk 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Zoho Desk and Salesforce Service Cloud based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/136189-169505/Salesforce-vs-Zoho-Desk

---

# Zoho Desk vs Salesforce Service Cloud Features and Cost Comparison

Last updated April 20th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

Zoho DeskSalesforce Service Cloud2/4 selected

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

[## Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

Starting Price

$20.00/month

Value-for-Money

4.5

Functionality

4.5

Ease of Use

4.4

Customer Service

4.3

Reviews Sentiment

Based on [2,212 reviews](#user-reviews)

Positive

2,071

Neutral

120

Negative

21

[## Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

Starting Price

$25.00/month

Value-for-Money

4.2

Functionality

4.4

Ease of Use

4.1

Customer Service

4.3

Reviews Sentiment

Based on [824 reviews](#user-reviews)

Positive

753

Neutral

54

Negative

17

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## Summary

* * *

Key features rated by users

Features selected based on 2,997 reviews from customer service software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

72%Fit

Not enough reviews

Feature ratings

CRM

4.5

Support Ticket Management

4.6

Inbox Management

\--

Live Chat

4.4

Chatbot

4.4

71%Fit

Missing features

Not enough reviews

Feature ratings

CRM

4.8

Support Ticket Management

4.5

Inbox Management

NA

Live Chat

4.3

Chatbot

4.0

User satisfaction

User satisfaction

4.5

User reviews[2,212](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

Ease of use

4.4

Functionality

4.5

Value for money

4.5

Customer support

4.3

User satisfaction

4.5

User reviews[824](https://www.capterra.com/p/136189/Salesforce/reviews/)

Ease of use

4.1

Functionality

4.4

Value for money

4.2

Customer support

4.3

Price starts from

Price starts from

$20Per User, Per Month

-   Free version
-   Free trial

Price starts from

$25Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

Zoho Desk is used by customer service departments, help desk agents, IT support teams, call centers, field service technicians, and SaaS businesses of all sizes across multiple industries.

Best for

Salesforce Service Cloud is used by contact centers, IT departments, HR departments, field service operations, and customer support teams.

## User reviews

Pros & cons

DM

David M.

Technical Support Engineer

> "I like the most that I can open a customer record and see all previous tickets, notes, and conversations all at the same time, and this way, I can understand..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7062256)

DR

Daniel R.

Product Manager

> "Sometimes mail integration fails l, so we always mount the mail account directly to be sure we don’t miss tickets."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7027526)

GL

Garcia L.

Technology Solutions Manager

> "Zoho Desk simplifies support ticket handling and workflows with easy setup so that my team can monitor issues and respond to chat discussions with users..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6870504)

RB

Rian B.

Technical Support Specialist

> "Ticket statuses in the mobile app are sometimes slow to update, and that’s annoying since I’m fixing things on the go for Artamara’s clients."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6780610)

FB

Francois B.

Operation Manager

> "Zoho Desk allowed me to work with emails, live chat, social, web forms, and calls via a single inbox."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6881947)

NT

Narenthira T.

Freelancer

> "Attempting to use there Programming interface to get to end client usefulness is unimaginable without the SDKs which are unusable in a cross stage..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6690342)

VP

Ville P.

Specialist

> "It allowed us to transition from a messy shared inbox to a professional, automated ticketing system."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7091147)

PS

Pereira S.

Informatics Engineer

> "Additionally, the customer portal cannot be customised or designed to match company's brand colours and consistency."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6749629)

FB

Francois B.

Operation Manager

> "The AI-powered responses, streamlined ticket pipeline and intelligent dashboards enabled me to have full control of support functions."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6881947)

ClJ

Céline J.

Social Media Manager

> "The mobile version also needs improvement, it’s not as effective as the desktop one."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6873042)

LA

Laide A.

Chief Executive Officer

> "Zoho Desk helps us with daily tasks to maintain fluid communication with our clients and solve their demands and queries in a short period of time."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6502614)

PS

Pereira S.

Informatics Engineer

> "The lower subscription plans are kinda limiting to businesses that need more flexibility because they lack customization options."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6749629)

PS

Pereira S.

Informatics Engineer

> "It allows us to quickly sort customer tickets and organize our routine operations enabling us to attend and personalizing feedback for every enquiry without..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6749629)

SJ

Smita J.

Developer

> "The tool gives a lot of notifications with no regards to what are essential for a particular function."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6553706)

AT

Aniruddha T.

Operations Support

> "I use Zoho desk for submitting tickets and receiving tickets which has really changed the way my company and myself takes on tickets from our customers."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6534303)

Matthew B.

Director Of Marketing And Advertising

> "These include bad customer support, a complicated setup process, exorbitant costs for adding new team members, and a dearth of distinctive features in..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4938747)

PS

Pereira S.

Informatics Engineer

> "It also provide with a comprehensive customer service and help desk solution with features that enhance our customer interactions and team efficiency. "

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6749629)

Nikita V.

Marketing Manager CRM

> "It is not customizable to be used simultaneously in several languages and markets."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6351585)

Mustafa A.

Director

> "The overall consensus on Zoho Desk in 2026 describes it as a "powerhouse of value" that delivers enterprise-grade features at a mid-market price point."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7128971)

CS

Connor S.

Brokerage Operations Associate

> "The ticket system is a bit overwhelming and isn't quite worth it over just using a regular email inbox."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6598202)

AA

Aditya A.

Customer Service Representative

> "It is effective for me in my work because I can speed up service by dealing with support requests, so clients can get faster answers and be satisfied."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6772396)

VR

Verified Reviewer

Lead

> "The mobile app has limitations, and the free plan is restrictive. "

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6534929)

RB

Rian B.

Technical Support Specialist

> "It allows me to respond faster to support tickets and ensure our small team never misses a critical client IT ticket."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6780610)

LA

Laide A.

Chief Executive Officer

> "Some occasional system slowdowns can affect productivity."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6502614)

PJ

Peter J.

Consultant

> "Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6312795)

Saskia M.

Senior Director Sales Marketing

> "I need to export data to external programs to gain a full picture of my customer service performance because the present reporting options are inadequate."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4947304)

TC

Tom C.

IT Technician

> "Positive, allows a MAT (Multi Academy Trust) to centralise our IT Service Desk and support every school in the trust"

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6753746)

VR

Verified Reviewer

Lead

> "These factors slightly hinder an otherwise strong help desk solution."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6534929)

RM

Rebotile M.

IT Manager

> "Zoho has knowledgeable features that enable to create self service for customers."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6846750)

GF

Gabriel F.

IT Intern

> "It can be difficult to set up the knowledge base settings the first time."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6708962)

CB

Christoph B.

COO

> "The teams appreciate the ability to configure and to add / draw reports from it."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6846747)

DT

Daniel T.

IT Engineer

> "Load times and performance can be slow."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6765820)

Kaylie D.

Chief Human Resources Officer

> "We created a ticketing system that allowed us to prioritize employee requests and reduce response time."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6645199)

BS

Bruce S.

Programme Manager

> "Can sometimes feel quite clunky and take time to load"

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6542234)

KZ

Katie Z.

Owner

> "Zoho Desk is affordable and easy to integrate in website and has easy to use tools within the Zoho Desk."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7120161)

SJ

Smita J.

Developer

> "Its not very easy for new beginners to learn and use and the users need to be trained well."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6553706)

LM

Lisa M.

Recruiting and Employer Branding Specialist

> "I have created a great customer support portal where reports on product catalog and knowledgeable articles can be shared with ease. "

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6333005)

🪃 Isaac D.

CPO

> "This can be a drawback for teams that rely heavily on mobile access to provide timely customer support."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6267032)

PJ

Peter J.

Consultant

> "Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6312795)

CB

Cherry B.

Customer Success Manager

> "There is only 1 thing I did not like about Zoho desk. While the main thing I like the most is the ability to respond or reach out to clients at a later time..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4354190)

PNK

Peter N K.

Cyber Security Engineer

> "Ticket management and real time alerts and notification makes Zoho Desk our top priority."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6668455)

VP

Victoria P.

Business partner

> "The reporting features could use some improvement, and we've experienced occasional glitches with the mobile app."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6093092)

ABHAYA S.

system engineer

> "Overall it meets the core needs of IT service management with solid flexibility and security."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6871314)

🪃 Isaac D.

CPO

> "The app occasionally feels less responsive and lacks some of the functionalities available on the desktop version."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6267032)

KZ

Katie Z.

Owner

> "Overall it is really easy to use and beginner friendly. And for the cost it meets the basic needs that I am looking for."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7120161)

BM

Beatriz M.

CUSTOMER SUPPORT SPECIALIST

> "The one thing I least like about the whole task was the ability to merge tickets."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4871416)

Ujjwal S.

Hr

> "Zoho Desk has been a reliable tool for handling customer support efficiently."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6878999)

AW

Alexander W.

Project Manager

> "Difficult permissions management and it takes a long time to get off the ground with understanding how to customize"

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6173494)

YY

Yanyu Y.

Senior Data Scientist

> "The program is lauded for its high quality and wide variety of management and quality tools, such as a help desk, tickets, chat, and surveys."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___5025299)

BK

Bishoy K.

Infrastructure Engineer

> "Lacks some advanced features: While Zoho Desk is a comprehensive support platform, it may lack some of the advanced features offered by other support..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4584454)

CS

Connor S.

Brokerage Operations Associate

> "We use Zoho Desk to organize help articles for our customers and it has been very valuable."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6598202)

VR

Verified Reviewer

Project manager

> "Lack of editing features for custom fields"

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___4821792)

AP

Alex P.

Systems Analyst.

> "For our company our customers are the most precious asset, and their satisfaction is an extremely important aspect for us in which we work daily to maintain..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4814349)

LK

Liam K.

CMO

> "We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection)."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6296592)

TK

Taylor K.

Engineer

> "Overall Zoho Desk has been extremely helpful, though I wish the settings were more adjustable and allowed more changes to specific profiles."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6702655)

Efezino U.

Software Developer

> "Some potential cons of using Zoho Desk may include its cost, its potential complexity for users who are new to customer service software, and its potential..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4338129)

Christian P.

Human Resources Manager

> "We were able to streamline our operations with the support of Zoho desk's improved visibility, timeliness, and visibility into the resolution of open..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___5013074)

GB

Goma B.

Instructor

> "The current reporting features are limited, and I often have to export data to external tools to get a comprehensive view of my customer support performance."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4770236)

Saskia M.

Senior Director Sales Marketing

> "It's a separate platform connected to the company that has all the greatest capabilities for prioritizing requests, managing the requests, and closing more..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4947304)

Gabriela M.

Support enginner

> "Sometimes the response time of the customer service is a little slow."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4929332)

ClJ

Céline J.

Social Media Manager

> "It’s an exceptionally user-friendly platform, Zoho helped us manage tickets efficiently."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6873042)

SS

Shannon S.

Functional Analyst

> "The attachment button in emails is located in a separate corner of the screen than any other formatting things for the emails, which is slightly confusing to..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4330141)

AA

Aditya A.

Customer Service Representative

> "I love how easy Zoho Desk makes it to follow and respond to customer issues; I can see all the tickets on one dashboard."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6772396)

PR

Peter R.

CCO

> "It offers a customer portal, but the design of that portal cannot be matched with the "house style" guidelines of the company"

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___3812150)

BL

Brandon L.

Cyber Security Specialist

> "Zoho Desk has allowed us to effectively manage our security incidents and requests, providing quality support to our customers."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___5072912)

Gregory K.

President

> "Had some issues integrating with office 365, that's about it"

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6085341)

BL

Brandon L.

Cyber Security Specialist

> "Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___5072912)

Himanshu R.

Operations Manager

> "Some of the icons difficult to understand."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6075788)

SH

Shauna H.

Accounts Payable

> "All my email came into one inbox and could be organized."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7007268)

SK

Sanu K.

Scientists

> "Customer support: While Zoho Desk is a customer support tool, its own customer support may not be up to par for some users."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4589986)

NT

Narenthira T.

Freelancer

> "Our group can use this stage to accomplish almost 100 percent client care inclusion."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6690342)

SK

Sudhanshu K.

Junior Full Stack Developer

> "I dislike that the software can be a bit slow to load at times, which can be frustrating when trying to quickly respond to customer inquiries"

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4585228)

JV

Joicy V.

Searcher

> "I have been one of the decision maker in my previous company to decide buying Zoho Desk after our trial period, because of its clean interface and facility..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4822697)

MS

Madhusudan S.

Software Engineer

> "The pace and quality we received throughout and (especially) after the implementation fell short of our expectations, which eventually caused us to terminate..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4561641)

Saskia M.

Senior Director Sales Marketing

> "We've been able to enhance productivity and optimize our processes because to the platform's many useful features, including as automation and connections to..."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4947304)

David H.

Software Engineer

> "When you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___3859730)

NT

Narenthira T.

Freelancer

> "The involvement in Zoho Desk has been amazingly quick and proficient in uniting client messages."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6690342)

OA

Omolayo A.

Business Consultant

> "The mobile app does not have some valuable features that the website version has and does not leave you online."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4158709)

Julio A. H.

CEO

> "I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized"

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6451160)

Stephanie J.

System Administrator

> "Two more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify."

[See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4718407)

[View Reviews](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

AL

Alex L.

Senior associate

> "Salesforce Service Cloud is a powerful, enterprise-grade platform that excels in security, ticket management, call..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7002177)

Harshul S.

Sr Tech support Specialist for Network Operations

> "Also the customization is powerful but kinda overwhelming if you not used to Salesforce. And the pricing can get high if you..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611)

JS

Joshua S.

Senior Learning Facilitator

> "It is also amazing how it has integrated AI functionality to be utilized to house knowledge material and can recommend these..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6815671)

JJ

Jannette J.

Senior Data Management

> "Performance can lag when managing a high volume of cases or large datasets."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7078625)

PD

Patricia D.

Client Serves Advocate

> "What I liked most about salesforce service cloud was that any information that you needed to know about the customer was..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7115704)

PD

Patricia D.

Client Serves Advocate

> "Salesforce service cloud could be overwhelming when learning how to navigate around for the first time."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7115704)

JJ

Jannette J.

Senior Data Management

> "It helped centralize customer data and automate processes, though some features were complex and required additional..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7078625)

PK

Paris K.

Customer Experience Representative

> "It gets laggy, disconnects and it can barely respond and also has IP connection issues. But that is pretty much it."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6826772)

Harshul S.

Sr Tech support Specialist for Network Operations

> "The automation helps lot too, like routing cases or sending updates without me doing manually."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611)

VR

Verified Reviewer

Digital asset manager

> "In fact, the AI implementation felt more buggy than as advertised and tried too hard to solve the issue immediately rather..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6820461)

VR

Verified Reviewer

IT Support Analyst

> "Our admin has built a tremendous amount of customization into Service Cloud, but has also made it easy for agents to learn..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7010803)

VR

Verified Reviewer

Digital asset manager

> "I disliked the new AI agent features because it felt impersonal, and at times, mistaken in how it was reacting to my issues."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6820461)

SN

Suraj N.

Inside Product Specialist

> "It excels in streamlining customer service operations with its features, making it an invaluable tool for enhancing customer..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6425317)

DE

Dawn E.

Ops Mgr

> "There's not a whole lot I don't like about Salesforce it gives you every bit of information on every customer and every..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6358968)

RR

Riley R.

Legal project analyst

> "I really liked being able to see the full customer history alongside active cases, emails, and chats."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7104027)

ClJ

Céline J.

Social Media Manager

> "Salesforce is expensive and has a steep learning curve."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7120490)

Hayden R.

Graphic Designer

> "It's power to integrate with other platforms makes understanding customers needs through the site a breeze."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7133456)

JS

Jelfry S.

Sales agent

> "At first we had few outages interrupting our chats sessions or dropping the chats, that was really annoying for our..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6709180)

VR

Verified Reviewer

Software Engineer

> "It's Excellent experience with Salesforce self service portals which allow our customers to resolve issues on their own,..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6645568)

RR

Riley R.

Legal project analyst

> "Without proper training or a dedicated admin, it is easy to miss out on useful functionality."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7104027)

AA

Aditya A.

Customer Service Representative

> "Our customer database, shared docs and even the support ticket system are all services hooked in to Google Cloud and they’re..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788974)

VR

Verified Reviewer

Salesforce Consultant

> "It can be kind of expensive so really think about what you neeeeeed vs what you want."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7123341)

PF

Ping F.

Operations Analyst

> "It is really getting better and help a lot to consolidate all documents in one platform. And it is pretty reliable as well!"

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7138021)

JP

Jessica P.

Team Leader

> "It also glitches quite often from overload."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6848955)

PF

Ping F.

Operations Analyst

> "It also allows tailor made functions to suit individual needs"

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7138021)

MG

Max G.

Investor

> "The system is not responsive on mobile devices."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6335943)

VR

Verified Reviewer

Prinicpal Test Engineer

> "Salesforce is very powerfull tool one company can have to improve there productivity and increase the effectiveness and help..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6694851)

AA

Aditya A.

Customer Service Representative

> "Also, the billing dashboard isn’t the most straightforward to interpret."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788974)

RR

Riley R.

Legal project analyst

> "Overall, my experience has been positive. Once everything was set up and the team got comfortable with it, the platform..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7104027)

EB

Eric B.

Salesforce Administrator

> "The cost of SF licenses can be prohibitive. "

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6504034)

Harshul S.

Sr Tech support Specialist for Network Operations

> "The interface clean once you learn it, and it easy to track customer issues from start - finish."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611)

BB

Bret B.

Estimator

> "Learning the interface and where and how to do things was challenging at first."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6666284)

Harshul S.

Sr Tech support Specialist for Network Operations

> "It also integrates well with other tools, which saves a lot of time."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611)

WT

Weronika T.

Manager

> "Additionally, the licensing costs associated with certain advanced features and user licenses could be a barrier for smaller..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4818489)

VR

Verified Reviewer

IT Support Analyst

> "Service Cloud is a very flexible tool. Although I've only used it at my current company, it's very easy to see how it could..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7010803)

KT

Kremena T.

Executive Assistant

> "Cost: More expensive than some competitors1."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6489221)

VJ

Vershley J.

IT Consultant

> "Salesforce has always been on top of CRM and their service cloud is another powerful platform where after sales agent can..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6600570)

JM

Jayson M.

Founder

> "Salesforce in general is expensive."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6336220)

VR

Verified Reviewer

Salesforce Consultant

> "Service cloud was super helpful for out customer support."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7123341)

VR

Verified Reviewer

Sr. Network Engineer

> "New UI is a bit confusing and when the mail trail becomes long the comments are not auto updated."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3561529)

VR

Verified Reviewer

Digital Marketing

> "Our team did have to go through training to learn how to use, but most can use with no issues now."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7124053)

MS

Madhusudan S.

Software Engineer

> "The vast customisation choices offered by the platform may overwhelm or confuse certain users, which is a potential problem."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4591222)

VM

VINCE M.

Director of Maintenance

> "Ease of use and the basically unlimited customization that is possible."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7116196)

MO

Mohammad O.

Director

> "Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4612701)

LMW

Lwin Mar W.

Marketing Director

> "Salesforce Service Cloud is the most reliable and accurate customer service tool."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6869081)

BG

Barkha G.

Customer Service Representative

> "Apart from that, the chat panel becomes slow when there are more than 3 active chats."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3594797)

WT

Weronika T.

Manager

> "One aspect I liked most about Salesforce Service Cloud was its comprehensive and centralized view of customer data, enabling..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4818489)

DS

Douglas S.

President

> "My least favorite part is the financial management aspect of the program. While it is not horrible, it has a few issues..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4229951)

NM

Natalie M.

Analyst

> "Ease of use across departments, effective ticketing resolution and system, great access management for all levels in the..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788026)

TV

Travis V.

Field Engineer

> "This does not allow for certain items to be addressed without a higher tier of service."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3591069)

WT

Weronika T.

Manager

> "The platform's robust automation and AI-powered features, such as chatbots and knowledge base, greatly enhanced our customer..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4818489)

HM

Hasan M.

Senior Manager

> "You will still need IT support as it is not something that can be easily configured by end business users."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3538493)

YG

Yoel G.

Sales Manager

> "It’s a powerful and reliable tool that helped streamline customer service operations and improve response times."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6768337)

JD

Julie D.

OAS

> "Sometimes it will overload and cause missed calls."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3579078)

Laura H.

Human Resources Generalist

> "Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues,..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___5039782)

MO

Mohammad O.

Director

> "This can be a disadvantage in areas with poor internet connectivity."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4612701)

VR

Verified Reviewer

Advisor

> "Easy to use system, with step by step guidance to ensure a truly quality experience."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7066146)

RP

Rachel P.

Underwriter

> "Unfortunately Salesforce Service Cloud can be extremely slow at sometimes."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3527175)

YG

Yoel G.

Sales Manager

> "What I liked the most about Salesforce Service Cloud was how centralized and customizable the platform is."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6768337)

LG

Letlet G.

Sales and Marketing

> "The cost of Service Cloud could also be a problem."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4610623)

QB

Quishea B.

Financial Forms Processor

> "Salesforce offers excellent tools for case management and it great to use with other platforms."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6584039)

NK

Naleen K.

Analyst

> "Interface needs to be improved and looks outdated."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4612875)

JM

Justin M.

Enablement Specialist

> "It provides a well-organized customer list, allowing us to quickly reach our customers with important business updates."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6085557)

BF

Brandy F.

Referrals Specialist

> "The constant glitches and technical issues"

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3796769)

CA

Cassandra A.

Owner

> "It was easily trainable, able to be incorporated into our systems and customer service is great"

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6740712)

MF

Michael F.

Owner

> "It takes a long time for my staff to learn how to use it. And it can be complicated."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4016987)

JM

Jayson M.

Founder

> "Approval processes are available which is particularly helpful when training new employees. "

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6336220)

AK

Ashutosh K.

Content Writer

> "Not that much that hamper my productivity but yes it run very slow sometimes."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4634064)

DC

Drew C.

Salesforce Application Administrator

> "Console apps make it easy to access all information in one easy to navigate location."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6691281)

JB

Justine B.

Director

> "This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3195349)

FM

Freyxa M.

Support Team Specialist

> "Really good for email and leads creation."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6815954)

Ngalla B.

CEO

> "It's a little expensive compared to other softwares and the services it offers."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4180228)

Gamze T.

Data Scientist

> "Overall, although costly, a great tool to maintain service management data sets."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6315603)

Lillian G.

Human Resources Generalist

> "It's a complex program with a lot to learn before you can use it effectively."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4583777)

MV

Magdalena V.

Consultant

> "Plenty of integrations, deeply adaptable to your business’ needs."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6390726)

PR

Phil R.

Photographer

> "The software is slow to load and the learning curve is steep."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4479230)

NB

Nicholas B.

Analyst

> "It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4909577)

VC

Vivia C.

Ops Manager

> "Hard to utilize the interface at times."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3550054)

AA

Aditya A.

Customer Service Representative

> "That reliability is a big deal when you’re trying to help customers in real time."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788974)

Jahnvi K.

Associate manager

> "This software can never be used without training, so that is a short coming"

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4507903)

[View Reviews](https://www.capterra.com/p/136189/Salesforce/reviews/)

## User interface

4.51 (2,212)

4.46 (824)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

AI Copilot

207

Important

Alerts/Escalation

150

Important

API

120

Important

Zoho Desk

Top features

29/38

-   AI Copilot
-   Alerts/Escalation
-   API
-   Automated Routing
-   Autoresponders
-   Call Center Management
-   Chatbot
-   Collaboration Tools
-   Conversation Intelligence
-   CRM
-   Customer Portal
-   Customizable Fields
-   Dashboard
-   Data Security
-   Email Management
-   Gamification
-   Generative AI
-   Inbox Management
-   Interaction Tracking
-   IVR
-   Key Performance Indicators
-   Knowledge Base Management
-   Language Detection
-   Live Chat
-   Mobile Access
-   Multi-Channel Communication
-   Multiple Data Sources
-   Predictive Analytics
-   Queue Management
-   Real-Time Monitoring
-   Reporting & Statistics
-   Service Level Agreement (SLA) Management
-   Support Ticket Management
-   Surveys & Feedback
-   Task Automation
-   Third-Party Integrations
-   Video Chat
-   Voice Recognition

[See all features](https://www.capterra.com/p/169505/Zoho-Desk/#features)

Salesforce Service Cloud

25/38

-   AI Copilot
-   Alerts/Escalation
-   API
-   Automated Routing
-   Autoresponders
-   Call Center Management
-   Chatbot
-   Collaboration Tools
-   Conversation Intelligence
-   CRM
-   Customer Portal
-   Customizable Fields
-   Dashboard
-   Data Security
-   Email Management
-   Gamification
-   Generative AI
-   Inbox Management
-   Interaction Tracking
-   IVR
-   Key Performance Indicators
-   Knowledge Base Management
-   Language Detection
-   Live Chat
-   Mobile Access
-   Multi-Channel Communication
-   Multiple Data Sources
-   Predictive Analytics
-   Queue Management
-   Real-Time Monitoring
-   Reporting & Statistics
-   Service Level Agreement (SLA) Management
-   Support Ticket Management
-   Surveys & Feedback
-   Task Automation
-   Third-Party Integrations
-   Video Chat
-   Voice Recognition

[See all features](https://www.capterra.com/p/136189/Salesforce/#features)

### Recognition

Zoho Desk is recognized as a top-rated tool in 3 Capterra Shortlist reports

Salesforce Service Cloud is recognized as a top-rated tool in 2 Capterra Shortlist reports

### Deployment & support

Zoho Desk

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Salesforce Service Cloud

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Zoho Desk

-   By Zoho
-   Located in United States
-   Founded in 1996

Salesforce Service Cloud

-   By Salesforce
-   Located in United States
-   Founded in 2003

## Popular Comparisons

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/)

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4.4

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[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

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[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

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[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,415)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

$20/month

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4.5

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4.4

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[View full comparison](https://www.capterra.com/compare/124981-169505/Freshdesk-vs-Zoho-Desk)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$25/month

Price

$39/month

4.4

Features

4.4

4.1

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/136189-164283/Salesforce-vs-Zendesk)

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$20/month

Price

$15/month

4.5

Features

4.6

4.4

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-169505/LiveAgent-vs-Zoho-Desk)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$25/month

Price

$15/month

4.4

Features

4.6

4.1

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-136189/LiveAgent-vs-Salesforce)

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

vs

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$20/month

Price

$19/month

4.5

Features

4.3

4.4

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/132997-169505/Freshservice-vs-Zoho-Desk)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

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$25/month

Price

$25/month

4.4

Features

4.5

4.1

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/62194-136189/LiveChat-vs-Salesforce)

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

vs

[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,721)](https://www.capterra.com/p/62194/LiveChat/reviews/)

$20/month

Price

$25/month

4.5

Features

4.5

4.4

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/62194-169505/LiveChat-vs-Zoho-Desk)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,415)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

$25/month

Price

$19/month

4.4

Features

4.3

4.1

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-136189/Freshdesk-vs-Salesforce)

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

vs

[SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (515)](https://www.capterra.com/p/107225/SysAid/reviews/)

$20/month

Price

Contact vendor for pricing

4.5

Features

4.5

4.4

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/107225-169505/SysAid-vs-Zoho-Desk)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

[Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[4.37 (5,819)](https://www.capterra.com/p/157279/Dynamics-365/reviews/)

$25/month

Price

$50/month

4.4

Features

4.3

4.1

Ease of Use

4.1

[View full comparison](https://www.capterra.com/compare/136189-157279/Salesforce-vs-Dynamics-365)