Salesforce Community Cloud vs Zendesk comparison

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

"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."

"What I found most valuable in Salesforce CRM is its reporting feature because it's extensive and it's very accurate."

"It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses."

"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."

"We have found the stability to be quite good."

"Users can create their own tags, and they have their own views which are very nicely organized so they can see what is happening at any given time."

"It's an amazing product, it really helps out in organizing all our tasks."

"We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"We rarely had issues with Zendesk."

"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."

"The support for Salesforce CRM was not very prompt. It took us a lot of time to receive support."

"The support is not on chat often which is quite frustrating if you want immediate answers but they do respond to tickets within 24 hours."

"The look and feel could use a little more polish."

"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."

"I would like to see improvement in the "trigger" sections and "macros" as well."

"Reporting by Tags – this is not as effective as allowing reps to disposition tickets themselves."

"Partitioning rules and triggers need improvement."

"It would be easier to setup if there was metadata available and an API guru resource available."

"The solution could integrate better with QR codes from some websites such as Facebook."

"Pricing for Salesforce CRM is extremely expensive."

"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."

"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."

"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."

"The price is very competitive."