Salesforce Community Cloud vs Zendesk comparison

Salesforce Community Cloud

Read 66 Zendesk reviews

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52 Comparison Views

92% willing to recommend

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Salesforce Community Cloud and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two Community Platforms solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Salesforce Community Cloud vs. Zendesk Report (Updated: December 2025).

Salesforce Community Cloud vs. Zendesk

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Helped 879,425 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Salesforce Community Cloud

Ranking in Community Platforms

3rd

Average Rating

9.0

Number of Reviews

Ranking in other categories

Digital Experience Platforms (DXP) (8th)

Zendesk

Ranking in Community Platforms

1st

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (8th), Help Desk Software (4th), IT Service Management (ITSM) (6th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), AI Customer Support (7th), AI IT Support (5th)

Mindshare comparison

As of January 2026, in the Community Platforms category, the mindshare of Salesforce Community Cloud is 18.8%, up from 17.7% compared to the previous year. The mindshare of Zendesk is 15.2%, down from 17.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Community Platforms Market Share Distribution
Product	Market Share (%)
Zendesk	15.2%
Salesforce Community Cloud	18.8%
Other	66.0%

Community Platforms

Featured Reviews

Julio Divietro

Customer success manger at Peletex

Helps us with sales management of customer life cycles with good business intelligence

Our primary use case for the solution is sales management of customer life cycles. We deploy the solution on cloud The stability and ease of use are valuable. Additionally, the granularity of the tool provides a great experience because of the several variables we can manage during the process.…

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AmandaSanchez

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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Quotes from Members

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

Pros

"What I found most valuable in Salesforce CRM is its reporting feature because it's extensive and it's very accurate. I also like that you can move opportunities by stages. I find that feature very important and very useful because it helps you understand where opportunities get stuck, and at what stage it is currently."

"All the business intelligence included in the tool gives more information about the cycle of the sales stage."

"My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option."

"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."

"Zendesk Support has a lot of good APIs."

"The stability has been very good."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"Zendesk has helped us to increase productivity and has reduced the time between when a ticket is opened and when it is completed."

"The product offers very good management. It has a great ability to assign tickets based on content."

More Zendesk pros

Cons

"An area for improvement in Salesforce CRM is that there's still a lot of manual input you need to make. If it could pick up things automatically from an email and auto-populate, that would make the tool better. Another area for improvement is that the Salesforce CRM connector for G-suite does not work effectively."

"The user interface can be improved."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process."

"Zendesk has not positively impacted my organization."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

"The price of the solution should be reduced."

"It needs to improve in terms of its flexibility, price, and installation."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

"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 of its capabilities."

More Zendesk cons

Pricing and Cost Advice

"Pricing for Salesforce CRM is extremely expensive."

"The price is very competitive."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"From what I hear, Zendesk's pricing is a little expensive."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

Performing Arts

Manufacturing Company

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	35
Midsize Enterprise	20
Large Enterprise	11

Questions from the Community

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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 ...

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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...

See all answers

What needs improvement with Zendesk Support?

As of right now, I have nothing that comes to mind as an improvement needed or a feature that could work differently or be enhanced. I think across the board, Zendesk is amazing, and because they a...

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Product Reports

Community Platforms

Download Salesforce Community Cloud product report

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Salesforce Community Cloud, a social platform, that connects and collaborate with customers, partners, and employees. Build a community for everyone critical to your business ecosystem, from agencies, vendors, and suppliers, to patients, job applicants, and even retail locations. Community Cloud employs Salesforce's Chatter social CRM platform for chat and screensharing, allowing users to exchange data and images in real time throughout an ongoing conversation. The platform supports customer relationship management (CRM) and provides channels for customers to find information and communicate with other customers. The console also includes a "Buy" button to enable e-commerce.

Salesforce

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Brown-Forman, GE Aviation, Pernod Ricard, Toyota, Virgin America, GE, IAVA

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Salesforce Community Cloud vs. Zendesk