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Data Cloud vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
5.9
Data Cloud offers enhanced visibility and decision-making, unifying data efficiently, but its substantial cost requires good budget management.
Sentiment score
6.0
Zendesk provides significant ROI with cost savings, productivity boosts, and improved efficiency through better ticket management and supportive sales team.
Data Cloud is the product I can use for data unification, and while many ETL tools exist, none achieve the same level of unification as Data Cloud.
Salesforce Data Cloud Developer at a tech vendor with 10,001+ employees
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Consultant and Startup Founder at AimHi Enterprises
Time saved is definitely a benefit because it puts all of our tickets in one spot.
Technical Solutions Lead at a computer software company with 51-200 employees
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
Junior system analyst at Wevt clous
 

Customer Service

Sentiment score
6.8
Data Cloud's support varies, with some praising quick responses and functionality, but others face issues with Salesforce's assistance.
Sentiment score
6.2
Zendesk support is praised for responsiveness and availability but criticized for slow responses and lack of personal interaction.
It is not easy and not quick to have some answers directly from Salesforce.
Head of International Sales at a comms service provider with 51-200 employees
Salesforce support is sometimes not sure how to approach a problem, what the exact problem is, or how to solve it.
Senior Consultant at a tech vendor with 10,001+ employees
My clients are very satisfied with the functionality, and it is brilliant.
Salesforce Data Cloud Developer at a tech vendor with 10,001+ employees
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
The technical support provided by Zendesk has been very satisfactory.
CEO at Etcetera Networks
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
Customer Success Manager at Mimshackworks Endeavors
 

Scalability Issues

Sentiment score
6.2
Users praise Data Cloud's scalability and adaptability, noting costs may rise with real-time workloads and integration challenges.
Sentiment score
7.2
Zendesk is adaptable and scalable for diverse organizations, handling growth well but posing challenges in cost and customization.
We made a first implementation for a small environment, and it is very easy to grow and work.
Head of International Sales at a comms service provider with 51-200 employees
In my opinion, scalability is good, and I would rate it around 8, 9, or even 10.
Salesforce Data Cloud Developer at a tech vendor with 10,001+ employees
Data Cloud is scalable, but at the same time, with scalability, my cost can go up, and real-time workloads can also be expensive.
Senior Consultant at a tech vendor with 10,001+ employees
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Project Manager III at City of Union City Government
Zendesk can scale from very small companies to very large ones.
CEO at Etcetera Networks
Zendesk's scalability is excellent.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
 

Stability Issues

Sentiment score
6.5
Data Cloud is highly stable with 80-90% satisfaction, reliable but offering room for improvement as per user feedback.
Sentiment score
7.8
Zendesk is reliable and stable, with minor issues and rare outages, communicated promptly via Twitter, ideal for small businesses.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Project Manager III at City of Union City Government
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
The stability has been quite reliable.
CEO at Etcetera Networks
 

Room For Improvement

Data Cloud needs improved customization, user interface, and better documentation to address integration and decision-making challenges.
Zendesk users seek enhancements like efficient ticket merging, advanced reporting, better integrations, improved usability, and AI features.
While it provides a suitable solution with many pieces to integrate, it also adds complexity.
Regional Business Director at a tech services company with 51-200 employees
I had a project that required changing the views that I need from my team, and it took two to three months to make the change.
Head of International Sales at a comms service provider with 51-200 employees
They have very poor documentation on Data Cloud.
Senior Consultant at a tech vendor with 10,001+ employees
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Junior system analyst at Wevt clous
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
Project Manager III at City of Union City Government
 

Setup Cost

Enterprise buyers find Data Cloud's features justify its cost, with setup at $1,500 monthly per seat for advanced capabilities.
Zendesk's pricing is high but flexible, justified by its value in saving time and enhancing customer experience.
I understand that it is a high-end solution with high cost but with many features that justify the price.
Head of International Sales at a comms service provider with 51-200 employees
It is not the cheapest solution nor the most expensive, but it provides value for money.
CEO at Etcetera Networks
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
Consultant and Startup Founder at AimHi Enterprises
 

Valuable Features

Data Cloud enhances marketing and revenue with unified data, machine learning, real-time analytics, and streamlined Salesforce integrations.
Zendesk enhances productivity with customizable ticket management, CRM integrations, automation, and multi-channel support for improved customer satisfaction.
If a client uses Data Cloud, they can save time and most importantly, they can save budget because I generate the target audience for marketing campaigns using unification.
Salesforce Data Cloud Developer at a tech vendor with 10,001+ employees
We unify data from different product lines to achieve synergy KPIs.
Regional Business Director at a tech services company with 51-200 employees
Some of the most valuable features of Salesforce are the integrations it has with our internal systems.
Account Executive - Cloud & AI at a tech vendor with 10,001+ employees
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
CEO at Etcetera Networks
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Junior system analyst at Wevt clous
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
Consultant and Startup Founder at AimHi Enterprises
 

Categories and Ranking

Data Cloud
Ranking in CRM
28th
Average Rating
8.0
Reviews Sentiment
6.2
Number of Reviews
6
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in CRM
8th
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
68
Ranking in other categories
CRM Customer Engagement Centers (4th), Help Desk Software (4th), IT Service Management (ITSM) (6th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (7th), AI IT Support (7th)
 

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Data Cloud is 0.5%, up from 0.0% compared to the previous year. The mindshare of Zendesk is 1.2%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Zendesk1.2%
Data Cloud0.5%
Other98.3%
CRM
 

Featured Reviews

PravinNagawade - PeerSpot reviewer
Salesforce Data Cloud Developer at a tech vendor with 10,001+ employees
Unified customer insights have reduced redundant communications and improved campaign targeting
Every function in Data Cloud has its unique purpose, but Calculated Insight is one of the strongest functions that I believe is very useful. I can accomplish everything, including customization, using Calculated Insight. If a client uses Data Cloud, they can save time and most importantly, they can save budget because I generate the target audience for marketing campaigns using unification. Redundant email or communication never happens due to the unified profiles, which helps businesses save their marketing budget and indirectly increase revenue. That is one of the most important benefits. Technically, there are many benefits, but in terms of business revenue, that is the most crucial part.
AmandaSanchez - PeerSpot reviewer
Consultant and Startup Founder at AimHi Enterprises
Macros and automation have streamlined workflows and reduced manual effort across support teams
The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.
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Top Industries

By visitors reading reviews
No data available
Manufacturing Company
9%
Performing Arts
8%
Computer Software Company
8%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business36
Midsize Enterprise21
Large Enterprise11
 

Questions from the Community

What needs improvement with Data Cloud?
In my opinion, areas that can still improve Data Cloud include the speed of the user interface, which is somewhat a problem, and reporting, as creating reports could be a bit easier. Those are the ...
What is your primary use case for Data Cloud?
Some of the main use cases for Data Cloud include forecasting, account information, past history, sales, support case integration, and opportunity management. When customers are positioned to buy n...
What advice do you have for others considering Data Cloud?
For long-term strategic initiatives spanning a year to five years, I use Data Cloud mostly from an acute standpoint, and for longer-term initiatives, I use the reporting for longer-term purposes. I...
What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
What is your experience regarding pricing and costs for Zendesk Support?
From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...
What needs improvement with Zendesk Support?
I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...
 

Comparisons

No data available
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Information Not Available
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Data Cloud vs. Zendesk and other solutions. Updated: December 2025.
881,114 professionals have used our research since 2012.