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."

"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."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

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

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

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"The stability has been very good."

"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."

"Zendesk Support has a lot of good APIs."

"The user interface can be improved."

"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."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"The price of the solution should be reduced."

"The dashboard could be better."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

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

"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."

"The solution itself wasn't easy to set up."

"Pricing for Salesforce CRM is extremely expensive."

"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."

"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."

"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."

"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."

"The price is very competitive."