Salesforce Service Cloud vs Zoho Desk comparison

Salesforce and Zoho are both solutions in the CRM Customer Engagement Centers category. Salesforce is ranked #2 with an average rating of 8.4, while Zoho is ranked #6 with an average rating of 8.2. Salesforce holds a 16.6% mindshare in CCEC, compared to Zoho’s 2.5% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,624 Views
568 Comparison Views

96% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,103 Views
77 Comparison Views

90% willing to recommend

Salesforce Service Cloud

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

Salesforce Service Cloud and Zoho Desk compete in the customer service sector. Salesforce Service Cloud excels with automation and integration, while Zoho Desk is preferred for its cost-effectiveness and deployment ease.

Features: Salesforce Service Cloud offers case routing, knowledge management, and integrations like Marketo. The Service Cloud Console enhances agent efficiency. Zoho Desk features ticket generation, customer tracking, and integrates with AWS Connect, offering ease of use and customization.

Room for Improvement: Salesforce Service Cloud needs better email integration with Outlook, improved pricing, and enhanced mobile stability. Zoho Desk could enhance IT service features, customize alerts, and adjust pricing in high exchange rate areas.

Ease of Deployment and Customer Service: Salesforce Service Cloud supports public and hybrid deployment with varied technical support feedback. Zoho Desk offers simple deployment across public, hybrid, and private options, with generally positive customer service, though technical support for complex needs is desired.

Pricing and ROI: Salesforce Service Cloud is expensive, ideal for larger enterprises, with users valuing its comprehensive features for ROI. Zoho Desk's cost-effective pricing suits small to medium enterprises, offering flexible structures and satisfactory ROI.

To learn more, read our detailed Salesforce Service Cloud vs. Zoho Desk Report (Updated: July 2025).

Buyer's Guide

Salesforce Service Cloud vs. Zoho Desk

July 2025

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Helped 864,574 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:

ROI

Sentiment score

6.5

Salesforce Service Cloud achieves 135% ROI by enhancing efficiency, productivity, and service business, despite implementation costs.

Sentiment score

7.8

Zoho Desk offers ROI through cost-control and analytics, but requires expertise for optimal configuration and effective use.

Salesforce Service Cloud requires significant maintenance effort to see ROI.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.

JoseJunior3

Advisor at a tech services company with 11-50 employees

For more quotes and insights, download the Zoho Desk report

Customer Service

Sentiment score

5.6

Salesforce Service Cloud is praised for helpful support and community, despite some critiques on initial response and proactiveness.

Sentiment score

4.3

Zoho Desk support is praised for its quick response and reliability, despite occasional technical comprehension issues.

Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.

Kishor Namburu

Head Of Information Technology at SAISOFT

Unless you have premium support, assistance is restricted.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

the experience was satisfactory

Nishant Pofale

Executive Director at Claim Genius

I find the response time in emails to be very good, and the solutions provided are simple.

JoseJunior3

Advisor at a tech services company with 11-50 employees

For more quotes and insights, download the Zoho Desk report

Scalability Issues

Sentiment score

8.1

Salesforce Service Cloud offers exceptional scalability for enterprise growth, handling increased users and transactions seamlessly across industries.

Sentiment score

8.0

Zoho Desk is scalable, efficient for any company size, with high reviews despite minor ticket handling issues.

Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.

Kishor Namburu

Head Of Information Technology at SAISOFT

Nobody can compete with Salesforce Service Cloud's scalability.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

No quotes available

For more quotes and insights, download the Zoho Desk report

Stability Issues

Sentiment score

7.9

Salesforce Service Cloud is highly stable, reliable, quickly resolves issues, and is positively rated across industries for dependability.

Sentiment score

8.2

Zoho Desk is praised for stability and reliability, with most users rating it 7-9, despite minor server issues.

We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

No quotes available

For more quotes and insights, download the Zoho Desk report

Room For Improvement

Salesforce Service Cloud requires improvements in email integration, UI/UX, reporting, analytics, and cost efficiency for better user experience.

Zoho Desk users desire better integration, enhanced features, improved support, and customizable modules while finding pricing high.

Configuring Flows in Salesforce Service Cloud is very difficult.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Salesforce Service Cloud should focus on simplification.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

For more quotes and insights, download the Salesforce Service Cloud report

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.

JoseJunior3

Advisor at a tech services company with 11-50 employees

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

Nishant Pofale

Executive Director at Claim Genius

For more quotes and insights, download the Zoho Desk report

Setup Cost

Salesforce Service Cloud is seen as costly but negotiable, with user-based pricing offering potential ROI through strategic use.

Zoho Desk offers flexible subscription pricing, starting from $10 per user monthly, with variations based on package and region.

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud is expensive.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

The pricing for each user is around $350, with penalties if not all users in a company are licensed.

JoseJunior3

Advisor at a tech services company with 11-50 employees

The price point is a concern.

Nishant Pofale

Executive Director at Claim Genius

For more quotes and insights, download the Zoho Desk report

Valuable Features

Salesforce Service Cloud is praised for customization, integration, automation, user-friendliness, scalability, and features enhancing productivity and visibility.

Zoho Desk offers a user-friendly interface, customization, integration, automation, and mobile access for seamless multi-channel customer service.

Clients gain productivity and save time with Salesforce Service Cloud.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Salesforce Service Cloud offers pre-built packages that are best in class.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

For more quotes and insights, download the Salesforce Service Cloud report

Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.

Nishant Pofale

Executive Director at Claim Genius

The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

JoseJunior3

Advisor at a tech services company with 11-50 employees

For more quotes and insights, download the Zoho Desk report

Categories and Ranking

Salesforce Service Cloud

Ranking in CRM Customer Engagement Centers

2nd

Ranking in Help Desk Software

4th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Ranking in Help Desk Software

8th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2025, in the CRM Customer Engagement Centers category, the mindshare of Salesforce Service Cloud is 16.6%, down from 17.0% compared to the previous year. The mindshare of Zoho Desk is 2.5%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

Read full review

Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Performing Arts

Computer Software Company

17%

Manufacturing Company

13%

Government

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

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What needs improvement with Salesforce Service Cloud?

See all answers

What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

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What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

See all answers

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 18% of the time

ServiceNow vs Salesforce Service Cloud

Compared 16% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 8% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 6% of the time

More Salesforce Service Cloud Competitors

ServiceNow vs Zoho Desk

Compared 40% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 14% of the time

Freshdesk vs Zoho Desk

Compared 8% of the time

JIRA Service Management vs Zoho Desk

Compared 6% of the time

Zendesk vs Zoho Desk

Compared 6% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

July 2025

Download Salesforce Service Cloud product report

Buyer's Guide

Zoho Desk

July 2025

Download Zoho Desk product report

Also Known As

Service Cloud

No data available

Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Salesforce Service Cloud vs. Zoho Desk

July 2025

Free Report: Salesforce Service Cloud vs. Zoho Desk

Find out what your peers are saying about Salesforce Service Cloud vs. Zoho Desk and other solutions. Updated: July 2025.

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