SAP Service Cloud vs Zendesk comparison

SAP and Zendesk are both solutions in the CRM category. SAP is ranked #36 with an average rating of 8.0, while Zendesk is ranked #9 with an average rating of 7.3. SAP holds a 0.4% mindshare in CRM, compared to Zendesk’s 1.4% mindshare. Additionally, 100% of SAP users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

SAP Service Cloud

Read 1 SAP Service Cloud review

806 Views
516 Comparison Views

100% willing to recommend

Zendesk

Read 68 Zendesk reviews

6,933 Views
1,941 Comparison Views

91% willing to recommend

SAP Service Cloud

Zendesk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between SAP Service Cloud and Zendesk based on real PeerSpot user reviews.

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Buyer's Guide

CRM

March 2026

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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

SAP Service Cloud

Ranking in CRM

36th

Average Rating

8.0

Reviews Sentiment

1.0

Number of Reviews

Ranking in other categories

Customer Experience Management (19th)

Zendesk

Ranking in CRM

9th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Help Desk Software (4th), IT Service Management (ITSM) (5th), Reporting (10th), Knowledge Management Software (3rd), AI Customer Support (20th), AI IT Support (5th)

Mindshare comparison

As of April 2026, in the CRM category, the mindshare of SAP Service Cloud is 0.4%, up from 0.1% compared to the previous year. The mindshare of Zendesk is 1.4%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Zendesk	1.4%
SAP Service Cloud	0.4%
Other	98.2%

CRM

Featured Reviews

Mo Sayed

SAP enterpise cloud architect at ECC Experienced Certified Consulting

Have built intelligent workflows and accelerated lead conversion through embedded AI and process integration

There's definitely room for process improvement in SAP Service Cloud. In my opinion, what can be better in SAP Service Cloud includes having the data center existence properly implemented. Not all cloud solutions are present in data centers. While we evaluate the product, we have to check the existence of the product in all nearest data centers. For example, while I check the data center through the Trust Center on SAP's website, I found that most cloud solutions are installed in Riyadh, but they are missing some very important tools such as LeanIX, which is not existent in Saudi Arabia. E-commerce solutions are also missing, and some aspects of C4C, such as Customer Data Cloud, are not present in many data centers. Not all components in cloud solutions exist in key centers in the Middle East and North Africa. They evaluate demand before installation, but having all solutions in the center point could encourage sales cycles.

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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

"The embedded AI inside SAP, called Business AI, impacts decision-making and resolution times significantly, working as a smart conversational chat in Joule to create dashboards and compare historical data with sales forecasts."

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

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

"The JIRA integration has helped tremendously with bug tracking and timely resolution."

"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."

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

"Zendesk was chosen because it is the most user friendly."

"Zendesk is a great product but find a software package that will work best for your team and company."

"Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction."

More Zendesk pros

Cons

"Not all components in cloud solutions exist in key centers in the Middle East and North Africa."

"I would like to see more freedom when creating "Triggers" and "Automations"."

"An area of opportunity for Zendesk is probably just when there's a long email chain and everything gets forwarded to support, I know it can be time consuming for them to extract the important information from the email chain."

"The stability was a problem as our help desk grew. The product would need work on its stability (system hangs) and being able to handle larger groups."

"Many channel inquiries are not possible to collect into a single interface."

"You couldn't give administrative access to new hires."

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

"It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important."

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

More Zendesk cons

Pricing and Cost Advice

Information not available

"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."

"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."

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

"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."

"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."

"The price is very competitive."

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Top Industries

By visitors reading reviews

Retailer

15%

Construction Company

11%

Computer Software Company

Comms Service Provider

Construction Company

Manufacturing Company

Performing Arts

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What needs improvement with SAP Service Cloud?

See all answers

What is your primary use case for SAP Service Cloud?

I have experience working with Sales Cloud and Service Cloud. I am working as an Enterprise Architect, so I could evaluate whatever is needed in SAP. We are working as a partner with SAP in the Mid...

See all answers

What advice do you have for others considering SAP Service Cloud?

The pricing for SAP Service Cloud is not the cheapest globally; it is a bit expensive compared to alternatives. The most challenging part about SAP is the pricing because SAP sells their cloud serv...

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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?

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...

See all answers

Comparisons

ServiceNow Customer Service Management vs SAP Service Cloud

Compared 54% of the time

SAP CRM vs SAP Service Cloud

Compared 46% of the time

More SAP Service Cloud Competitors

ServiceNow vs Zendesk

Compared 12% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

Freshservice vs Zendesk

Compared 6% of the time

Freshdesk vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

Customer Experience Management

March 2026

Download SAP Service Cloud product report

Buyer's Guide

Zendesk

March 2026

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

SAP Service Cloud, SAP's cloud-based customer service management solution, aims to revolutionize customer service by facilitating strong connections throughout the customer journey. It prioritizes faster issue resolution and enhanced customer experiences. Key functionalities include intelligent case management, omnichannel support, and tools for agent productivity, ensuring an agile and connected service experience. Businesses leveraging SAP Service Cloud can anticipate benefits such as increased customer satisfaction, improved service efficiency, and valuable insights derived from data analysis. Additionally, the webpage offers options to explore product demos for practical understanding, as well as insights into the latest features and product roadmap for staying updated on the platform's capabilities.

SAP

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.

Zendesk

Sample Customers

INICOM, Dulux

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

Find out what your peers are saying about Microsoft, Salesforce, Zoho and others in CRM. Updated: March 2026.

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