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CRM & Migration

Zendesk vs. Salesforce: A Comprehensive Guide and Comparison

Comparing these solutions together to provide your customers’ best customer interaction experience can make sense.

It's not just about gaining a client. It’s about holding them and making them happy, after all.

Let’s start with a summary of both software solutions.

Zendesk vs. Salesforce Key Features

Zendesk is a support software for teams. All your customer interactions via any channel are collected in one overview. Here, your team can collaborate efficiently on offering customer support.

The Salesforce Service Cloud also called the Salesforce ticketing system, is the Salesforce company's customer service solution. It is highly customizable and can give the customers a 360-degree perspective. That is, for your sales and marketing campaigns, if you still use their tools.

Zendesk Features

In Zendesk, you will get multiple tools: support, guide, chat, and talk. 

Support is the helpdesk feature—your ticketing system. Here you can set up your email and add agents to the tool.

The guide is the help center tool. You can brand the help center with your company colors and logo. Besides, you can easily add articles in a clean text editor. Zendesk provides its clients with the answer bot, which can suggest your help center articles to customers. Interesting stuff.

Moreover, you have to navigate from your tickets to the chat. This is an additional move that sounds easy, and it is. Yet you want to work as effectively as possible when running a busy company with a lot of customer contact. 

With Talk, your dashboard helps you to have phone conversations. 

We like Zendesk most because each tool has its tab and its first steps that you can take to get used to the app. Besides that, it is easy. The overview is clear, and multiple features make collaborating on customer communication easy.

Salesforce Features

There are no tickets but 'cases' in the Service Cloud. A timeline tells you all of the customer touchpoints for a single customer and routes a communication to the best-equipped service worker immediately.

The opportunity to link the Service Cloud data to their other Salesforce products is one of their largest USPs: marketing and sales. This presents you with a 360-degree view of the profile of the client. With over 5,000 applications and plugins, the software also combines, which is more than Zendesk.

The idea that it presents you with a broader view of the whole consumer experience is what we appreciate most about Salesforce. You will watch a customer go from A to Z and respond differently by using their sales and marketing tools and incorporating the community. This can be quite useful, especially for large businesses. You would need a more simplified approach for smaller companies.

Ticket management

You can handle the workflow of tickets in Zendesk, manually pick and delegate tickets to agents. You can allocate tickets to individual agents instantly with the support of automation and triggers. 

AI-powered routing helps you to allocate cases to the most suited agents to handle them. A historical timeline displays the entire history of consumer interaction, giving support engineers the requisite perspective. You will speed up the support team's work by automating routine activities.

Multi-Channel Support

The comparison between Zendesk vs. Salesforce Service Cloud helps agents to offer support across multiple digital platforms. The platforms that you choose to use our email, chat, phone, social networks. And then control requests from consumers from one location.

Self Service Portal

A smart knowledge base can be developed in multiple languages with the Zendesk guide. You get the functionality of building a shared and branded customer service platform on Technical and Business plans. 

Service Cloud provides its Lightning Community Builder to create customized, branded, or community portals.

Deployment and ease of use

Users have to consider whether they choose a system that they can adapt quickly or more flexible. Zendesk varies in its implementation speed and ease of use from Salesforce. Basic features are released in a day. 

To satisfy the requirements, installing the Salesforce Application Cloud requires several customizations. To transform the blank canvas into a completely functional solution, you would need a developer or third-party partner.

Zendesk vs. Salesforce: Integrations and workflow management

Like Google Applications, WordPress, and even Salesforce, Zendesk combines well with many third-party apps and systems. The level of integration of Zendesk with Salesforce, of course, does not precisely fit what Desk provides. Companies that have worked with Salesforce may notice that Zendesk Sell does not fully describe the consumer.

Salesforce Cloud is part of the largest ecosystem of applications that provides tools for customer support, business intelligence, and more. Through buying and handling external resources and roles using a single management panel, CRM is easily expandable.

Zendesk vs. Salesforce: Team collaboration

Zendesk Sell is part of the larger framework of cloud computing that requires seamless customer support from Zendesk. Chat and messaging, business intelligence, call-center applications, and community forums are other tools in the Zendesk situation. 

The teamwork instruments of Salesforce are more focused on coordination and project management in mind. This helps the organization meet its goals sooner.

Zendesk vs. Salesforce: Reporting and analytics

In analytics and reporting, Salesforce takes a much more in-depth approach, especially in predicting sales and evaluating commitment. Einstein, its AI, helps automate workflows and make informed predictions based on knowledge created along the buying path. Via incorporation with Salesforce sales and marketing tools, you get a rich profile of your brand. Therefore, like a CRM system, it is perfect.

Zendesk Sell helps you monitor each customer's experiences, converting details into digital reports that are usable. You can see your success in the sales dashboards, with forecasts based on previous performances. Furthermore, customer care and ticket assistance applications are best adapted. Zendesk Explore is a tool for analyzing data that operates through all Zendesk applications.


Because each CRM has its strengths and possibilities, there would be no definite winner in the Zendesk vs. Salesforce confrontation. There is nothing in common with Zendesk customer support CRM users and Salesforce users, according to experts. Zendesk does not threaten Salesforce too much in the near term to help Zendesk boost Enterprise sales for its existing clients.

These two solutions are aimed at companies at very different stages of the corporate life cycle. And it's up to you to determine which one is best suited for your business.

Anastasiia Dyshkant

Anastasiia Dyshkant

Marketing Manager

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