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Customer Support

Zendesk Support Suite vs Salesforce Service Cloud

Which customer support tool is right for you? Compare features, pricing, and user reviews to make the best choice.

Z

Zendesk Support Suite

★4.3 • 6,200 reviews

Customer support teams from SMB to enterprise that need a scalable omnichannel help desk with strong automation, self-service, and a large integration ecosystem.

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Starting at $55/agent/month
S

Salesforce Service Cloud

★4.3 • 3,200 reviews

Mid-market to enterprise support organizations that need highly configurable, omnichannel customer service with strong automation, analytics, and deep CRM integration across sales, service, and field operations.

Full ReviewVisit Site
Starting at $25/user/month

Side-by-Side Comparison

FeatureZendesk Support SuiteSalesforce Service Cloud
Pricing$55/agent/month$25/user/month
G2 Rating4.3 (6,200 reviews)4.3 (3,200 reviews)
Capterra Rating4.44.4
Best ForCustomer support teams from SMB to enterprise that need a scalable omnichannel help desk with strong automation, self-service, and a large integration ecosystem.Mid-market to enterprise support organizations that need highly configurable, omnichannel customer service with strong automation, analytics, and deep CRM integration across sales, service, and field operations.

Pros & Cons

Zendesk Support Suite

Pros

  • + Mature, widely adopted platform with strong ticketing and omnichannel capabilities
  • + Powerful automation/routing options and customizable workflows
  • + Robust knowledge base and self-service features to deflect tickets
  • + Large marketplace of apps/integrations and solid API support

Cons

  • − Costs can rise quickly with higher tiers, add-ons, and per-agent pricing
  • − Setup and ongoing administration can be complex for smaller teams
  • − Some advanced features (analytics, governance, customization) are gated behind higher plans

Salesforce Service Cloud

Pros

  • + Very flexible configuration and workflow automation for complex support processes
  • + Strong omnichannel capabilities and routing at scale
  • + Deep ecosystem (AppExchange) and integrations across the Salesforce platform
  • + Robust reporting, dashboards, and enterprise-grade security/governance

Cons

  • − Can be expensive as you add higher editions, add-ons, and implementation services
  • − Steep learning curve; admin and agent setup often requires expertise
  • − Customization and performance tuning can become complex in large orgs

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