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."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."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"There is a nice user interface."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The overall functionality of the product is excellent."
"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 product's initial setup phase was straightforward."
"It's a cloud tool, so it is easy to set up."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The complexity of the solution is very less."
"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."
"The chat portal is not that great."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"Not integrated with Google."
"Freshservice could improve the delegation and workflow management features."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"The analytics could be better."
"Their analytics need improvement."
"The pricing of the solution can be made cheaper."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
"There is room for improvement in pricing."
"The documentation could be improved."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"Salesforce Service Cloud's report functionality could 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."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 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, JIRA Service Management, Vlocity and BSI. See our Freshservice vs. Salesforce Service Cloud report.
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