Software Comparison
UserVoice vs Help Scout vs Salesforce Service Cloud vs Zendesk

Save time and effort by comparing these leading Help Desk and Ticket Management software.
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Listed in : Help Desk and Ticket Management

UserVoice creates simple customer engagement tools that help companies understand and interact with their customers more positively and build customer... Learn More


Listed in : Help Desk and Ticket Management

Help Scout provides your team with a scalable help desk, while keeping the customer experience simple and personalized. Help Scout enables teams to de... Learn More


Listed in : Help Desk and Ticket Management

The world is evolving. Customers are requesting more and better service, brought through every possible channel. That is the reason more organizations... Learn More


Listed in : Help Desk and Ticket Management

Zendesk delivers the leading cloud-based customer service software. Loved by customers for its simplicity and elegance, Zendesk is the easiest and fas... Learn More

Pricing Starting From

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UserVoice

Help Desk and Ticket Management

Free Plan

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Help Scout

Help Desk and Ticket Management

Free Plan

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Salesforce Service Cloud

CRM

$ 60
For 1 Month / 1 user(s)

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Zendesk

Help Desk and Ticket Management

$ 2
For 1 Month / 1 user(s)

Available Features

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UserVoice

Help Desk and Ticket Management

Custom design (HTML & CSS)

Private forums

Custom TOS

Onboarding support

Feedback forums

Support tickets

Knowledge base

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Help Scout

Help Desk and Ticket Management

3 Users

1 Mailbox

Help Scout branded

Unlimited emails

Unlimited storage

Help Scout Apps

Friendly, free support

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Salesforce Service Cloud

CRM

Case management

Multi-channel support

Automated workflow

Agent productivity tools

Self-service customer portal

Desk.com mobile app

Reports and analytics

Knowledge base

Team collaboration

CTI integration

40 partner apps

Desk Connect for Salesforce

Multi-lingual support

Lightning Console

Advanced case management

Enterprise analytics

Service contracts and entitlements

CTI Integration

Knowledge base

Web chat

Communities for Service

Social Customer Service

Live video chat

Workflow and approvals

Call scripting

Developer sandbox

Offline access

Salesforce Identity

Sales workflow integration

Mobile access

Unlimited customizations

Unlimited custom apps

Multiple sandboxes

24/7 toll-free support

Unlimited access to 100 admin services

Unlimited online training

Mobile customization and administration

Additional data storage

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Zendesk

Help Desk and Ticket Management

Multiple ticket forms

Unlimited light agents

Success program

Free Trial Availability

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UserVoice

Help Desk and Ticket Management
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Help Scout

Help Desk and Ticket Management
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Salesforce Service Cloud

CRM
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Zendesk

Help Desk and Ticket Management

Most Favorable User Review

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UserVoice

Help Desk and Ticket Management
User review from
9
anchal jain
Oct 22, 2015

UserVoice is one of the best customer support solutions present today. The interface is pretty simple and convenient to use for the agents, and UserVoice is accessible from almost all the platforms and devices. One can create a feedback forum where customers can come and submit their feedback about product and customer service and can receive updates about the new developments.

Pros :

  • The best part of UserVoice is that one can set up various rules to define which incoming tickets should be automatically directed to which agent or team.
  • There is a separate place to set up template responses so that the response is quicker to the customers. The reports provide a lot of insights about your team and the product.
  • The customers get a lot of personalized experience by communicating with real people via emails rather than just responding to a ticket.
  • Another wonderful tool in Instant Answers which suggest users relevant articles from the knowledge base and feedback forum in order to resolve their issue before they reach out to a customer service agent.
  • One can determine which articles were most helpful to the users, how many suggestions were accessed by the users and finally how many tickets were not opened due to Instant Answers.
  • UserVoice can easily be integrated with various Social media management, CRM and VoIP solutions so that one can have a complete history of interactions with the customer.

Cons :

  • UserVoice does not have the capability to integrate Facebook and Twitter feeds within the core application.
  • One can use other social media management solutions like SproutSocial and Hootsuite and integrate these with UserVoice, but UserVoice alone does not allow customers to create tickets through social media platforms.
  • There is no way to detect duplicate tickets raised by the same customer from different platforms and tickets can’t even be assigned to groups in case different departments are involved.

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Help Scout

Help Desk and Ticket Management

No favorable user review available yet for Help Scout.

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Salesforce Service Cloud

CRM
User review from
8
Sebastian Pereira
Oct 9, 2015

I think it's fair to state that if you are a startup, you have to move along to find another software to manage your Sales process. Simply because this a huge system, that has a lot of experience built into, big community (but not so organized and the responses from Salesforce is what you'd expect from a dinosaur) and a huge marketplace to look for apps. If you are a startup, you need something easy to maintain, something that you can setup and start using it right then and there. None of this is found in Salesforce. But it is one of the most flexible systems I have every known. If you have money to pay for the Enterprise Edition. We have the Pro Edition and meets our needs half way. That's the way it works that version, almost anything you need to do has a sign on it that says "If you want this, move to EE.". Very frustrating, but if you have a bit of imagination, you can find a way to work around those problems and use most of it.

Pros :

They liberated the workflows for Contracts, a bit limited for our needs, but serves the purpose of verification and authorization of contracts. The Reports are the most flexible feature they have, along with the custom fields. Dashboards are a great way to communicate metrics and create operational boards. Not really the system, but they have a huge marketplace to look for apps, with the ability to extend greatly the features of SF.

Cons :

I have experience with Pro Edition. So:

  • If you want full workflows, buy the Enterprise Edition.
  • If you want triggers, but the EE - etc. Forecast doesn't work because it lacks of the ability to configure the right permissions. Their UI/UX sucks. Dashboards only have the ability to hold 20 components.
  • If you want several metrics and need to use the metric component you can easily reach that limit, Charts in Reports are very limited in configuration and charts types.

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Zendesk

Help Desk and Ticket Management
User review from
10
Debbie Marshall
Apr 7, 2016

Zendesk is an excellent customer service desk that allows agents and end users to interact in a safe secure environment. I've been using this tool for the last 5 years and feel this is the best tool on the market. The software allows me to create reports for any of my departments I need to feedback too.andnbsp; You can also create micros (quick responses and allocations to aid the support team).Zendesk does have apps that allow you to personalise your own desk to help the agents resolve issues asap. The front end of the site is also good, and our end users find it very easy to find solutions, we also try and record videos to help people understand the functionality. You can keep track of your SLA agreements with your customers. However, this is not on the lowest package. We have also added our working hours, so our end users know when we will be responding to tickets.

Pros :

  • The help desk is so easy to use for both end users and agents.
  • It is so simple to set up a new organisation, groups, and product types.
  • Our end users find using the site very simple, they like the fact that they can verify the status of their tickets at any time.
  • From an agent's point of view, it is easy to allocate tickets to members of the support team.
  • We have set up macros for out of hours etc., which allows our customers to know when we are around and looking into their issues.
  • The reporting functionality is excellent allowing us to tailor our own reports.

Cons :

  • Currently, we are unable to integrate with our CRM as there is not currently a free api to link the 2 software platforms.
  • We are also on the middle price plan and don't want to pay any more to have certain features that are only available on the top level plans.

Most Favorable Critic Review

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UserVoice

Help Desk and Ticket Management
75
Chase Clemons , supportops

Monday 10 June 2013

When it comes to supporting customers, it’s all about communication. UserVoice’s support app makes that communication clear and easy.

More about UserVoice
View all the UserVoice Critic Reviews
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Help Scout

Help Desk and Ticket Management
100
Brad McCarty , The Next Web

Monday 15 April 2013

I’ll be running Help Scout because I’ve seen it and I already know that it’s impressive. If you’re passionate about your customers, the ones who keep your business alive, then you should too.

More about Help Scout
View all the Help Scout Critic Reviews
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Salesforce Service Cloud

CRM
80
Anonymous contribution , GetApp

Sunday 08 March 2015

I've used this app primarily while conducting marketing efforts. It has been particularly valuable to me as I previously had to contact one of my analysts in the office to provide information on upcoming meetings/contacts. Now, I am able to easily pull the data and log info myself - cutting out the middleman.

More about Salesforce Service Cloud
View all the Salesforce Service Cloud Critic Reviews
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Zendesk

Help Desk and Ticket Management
100
Anonymous contribution , BlinkList

Tuesday 12 March 2013

Zendesk is an excellent choice for your knowledgebase and helpdesk needs. If you’re a large company with multiple brands, Zendesk has tools to manage that level of complexity. If you’re a small startup company, you can get a tool that supports global multi-nationals with multiple brands and easily use it to look just as professional and customer oriented as larger competitors.

More about Zendesk
View all the Zendesk Critic Reviews

Most Unfavorable Critic Review

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UserVoice

Help Desk and Ticket Management
40
Jessica Yazbek , GetApp

Monday 16 March 2015

More about UserVoice
View all the UserVoice Critic Reviews
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Help Scout

Help Desk and Ticket Management
0
Anonymous contribution , GetApp

Monday 30 November -1

More about Help Scout
View all the Help Scout Critic Reviews
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Salesforce Service Cloud

CRM

No critic review available yet for Salesforce Service Cloud .

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Zendesk

Help Desk and Ticket Management
40
Anton Mamichev , GetApp

Friday 11 December 2015

More about Zendesk
View all the Zendesk Critic Reviews

Demo Video

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UserVoice Demo Video

Help Desk and Ticket Management
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Help Scout Demo Video

Help Desk and Ticket Management
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Salesforce Service Cloud Demo Video

CRM
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Zendesk Demo Video

Help Desk and Ticket Management

Screenshots

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UserVoice

Help Desk and Ticket Management
Screenshot for UserVoice 6 screenshots available
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Help Scout

Help Desk and Ticket Management
Screenshot for Help Scout 4 screenshots available
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Salesforce Service Cloud

CRM
Screenshot for Salesforce Service Cloud 4 screenshots available
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Zendesk

Help Desk and Ticket Management
Screenshot for Zendesk 4 screenshots available

Typical Customer

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UserVoice

Help Desk and Ticket Management
  • Business
  • Personal Use
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Help Scout

Help Desk and Ticket Management
  • Business
  • Personal Use
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Salesforce Service Cloud

CRM
  • Business
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Zendesk

Help Desk and Ticket Management
  • Business
  • Personal Use

Supported Devices

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UserVoice

Help Desk and Ticket Management
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Help Scout

Help Desk and Ticket Management
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Salesforce Service Cloud

CRM
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Zendesk

Help Desk and Ticket Management

Supported Languages

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UserVoice

Help Desk and Ticket Management
  • English
  • French
  • Spanish
  • Italian
  • German
  • Russian
  • Japanese
  • Arabic
  • Hebrew
  • Portuguese
  • Polish
  • Ukrainian
  • Danish
  • Norwegian
  • Swedish
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Help Scout

Help Desk and Ticket Management
  • English
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Salesforce Service Cloud

CRM
  • English
  • French
  • Spanish
  • Italian
  • German
  • Russian
  • Japanese
  • Portuguese
  • Danish
  • Swedish
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Zendesk

Help Desk and Ticket Management
  • English
  • French
  • Spanish
  • Italian
  • German
  • Russian
  • Japanese
  • Chinese
  • Arabic
  • Hebrew
  • Portuguese
  • Polish
  • Ukrainian
  • Danish
  • Norwegian
  • Swedish

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