Salesforce Community Cloud vs Zendesk comparison

The compared Salesforce and Zendesk solutions aren't in the same category. Salesforce is ranked #3 in CP , and holds a 19.3% mindshare in the category. Zendesk is ranked #5 in ISM , with an average rating of 7.3, and holds a 4.8% mindshare. Additionally, 100% of Salesforce users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

Salesforce Community Cloud

Read 2 Salesforce Community Cloud reviews

590 Views
165 Comparison Views

100% willing to recommend

Zendesk

Read 68 Zendesk reviews

6,933 Views
2,496 Comparison Views

91% willing to recommend

Salesforce Community Cloud

Zendesk

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: March 2026).

Buyer's Guide

Salesforce Community Cloud vs. Zendesk

March 2026

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Helped 884,873 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

Average Rating

9.0

Number of Reviews

Ranking in other categories

Community Platforms (3rd), Digital Experience Platforms (DXP) (5th)

Zendesk

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (9th), 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

While both are Customer Relationship Management solutions, they serve different purposes. Salesforce Community Cloud is designed for Community Platforms and holds a mindshare of 19.3%, up 16.7% compared to last year.
Zendesk, on the other hand, focuses on IT Service Management (ITSM), holds 4.8% mindshare, up 3.9% since last year.

Community Platforms Mindshare Distribution
Product	Mindshare (%)
Salesforce Community Cloud	19.3%
Sprinklr	16.1%
Zendesk	13.5%
Other	51.099999999999994%

Community Platforms

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Zendesk	4.8%
ServiceNow	15.8%
JIRA Service Management	7.3%
Other	72.1%

IT Service Management (ITSM)

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

"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."

"As per my experience Zendesk is a very impressive, efficient and convenient web based help desk application."

"Zendesk Support has a lot of good APIs."

"Our company is based on this model and wouldn't be as successful as we are today without this support structure in place."

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

"We used to spend two to three working days to solve around 100 tickets and after we used Zendesk the turnaround time has been improved approximately 50%."

"Zendesk has helped us to better connect and respond quicker to our clients."

"I'd say that the integration options that Zendesk offers are the most valuable features to our team."

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

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."

"I would love to see an easier way to add users to Zendesk as well as a way to BCC people on tickets."

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

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

"Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues."

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

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

"The reports could be more fine tuned to enable better handling of tickets by individual agents and teams."

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

More Zendesk cons

Pricing and Cost Advice

"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."

"The price is very competitive."

"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."

"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."

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

Performing Arts

Outsourcing Company

Computer Software 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

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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...

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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...

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Compared 23% of the time

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Compared 13% of the time

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Compared 10% of the time

WIIN.io vs Salesforce Community Cloud

Compared 10% of the time

Workday vs Salesforce Community Cloud

Compared 6% of the time

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ServiceNow vs Zendesk

Compared 13% 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

Salesforce Community Cloud vs. Sprinklr

March 2026

Download Salesforce Community Cloud product report

Buyer's Guide

Zendesk

February 2026

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.

Zendesk

Sample Customers

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

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

Buyer's Guide

Salesforce Community Cloud vs. Zendesk

March 2026

Free Report: Salesforce Community Cloud vs. Zendesk

Find out what your peers are saying about Salesforce Community Cloud vs. Zendesk and other solutions. Updated: March 2026.

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See our Salesforce Community Cloud vs. Zendesk report.

We monitor all Community Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.