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—Salesforce vs Servicenow—

Deciding Between Salesforce and Zendesk

Determine which platform suits your business needs


In today’s experience-driven economy, prioritizing customer satisfaction is no longer an option. To empower their customer service teams, many businesses turn to customer relationship management (CRM) or helpdesk software solutions. However, with a vast array of options available, choosing the platform that best aligns with your specific needs can be a challenge. This blog dives into a detailed comparison of Salesforce vs. Zendesk, analyzing their key features in customer support ticketing, agent collaboration, sales automation, reporting, and integrations to empower you to identify the platform that best positions your business for customer service success.

Salesforce: A CRM Powerhouse with Customer Service Capabilities

salesforce logo


Salesforce is a tool that helps businesses keep track of their customers, make sales easier, and make more money. It’s known for its sales features, but it also has good customer service options. Here are some of the things it’s good at:

Sales and Pipeline Management: Salesforce is a leader in sales automation and pipeline management, offering a comprehensive suite of tools to nurture leads, track deals, and forecast sales performance.

Customer Service Ticketing: Salesforce Service Cloud provides functionalities for managing customer support tickets, including self-service portals, knowledge base creation, and omnichannel communication capabilities.

Agent Collaboration: Salesforce fosters agent collaboration through features like case assignment, internal comments, and real-time chat functionalities, ensuring efficient issue resolution.

Scalability and Customization: Salesforce offers a high degree of scalability and customization options, allowing businesses to adapt the platform to their evolving needs as their customer base grows.

salesforce home page

Zendesk: A Helpdesk Platform Dedicated to Customer Service

 zendesk logo

Zendesk is a customer service software solution specifically designed to empower businesses to deliver exceptional customer experiences. It boasts a user-friendly interface, robust ticketing functionalities, and powerful reporting tools, making it a popular choice for businesses prioritizing customer support. Here are some of Zendesk’s key strengths:

Customer Support Ticketing: Zendesk excels in customer support ticketing, offering functionalities for multi-channel ticketing (including email, chat, and social media), ticket routing, and automated workflows to streamline support processes.

Agent Productivity Tools: Zendesk offers a suite of agent productivity tools, including built-in knowledge base functionality, macro creation for repetitive tasks, and real-time chat functionalities to enhance agent efficiency.

Customer Self-Service: Zendesk prioritizes customer self-service with features like knowledge base creation and a user portal, empowering customers to find solutions independently.

Ease of Use: Zendesk prioritizes user-friendliness with a clean and intuitive interface, making it a great choice for teams with limited technical expertise.

zendesk sell homepage

Salesforce vs. Zendesk: A Side-by-Side Comparison

Here’s a breakdown of some key factors to consider when comparing Salesforce and Zendesk:

Feature Salesforce Zendesk
Ideal User Businesses Focused on Sales & Customer Service Businesses Prioritizing Customer Service
Sales Automation Robust Features Limited Features
Customer Service Ticketing Robust Features Within Service Cloud Core Functionality
Agent Collaboration Strong Collaboration Features Streamlined Collaboration Tools
Reporting and Analytics Advanced Reporting Tools Robust Reporting Functionalities
Integrations Integrates with Various Business Apps Integrates with Various Business Apps
Scalability Highly Scalable Highly Scalable
Pricing Higher Pricing Plans Affordable Tiered Plans


Pros and Cons of Each Platform


Pros: Comprehensive CRM solution, robust sales and pipeline management functionalities, strong customer service features within Service Cloud, highly scalable and customizable.

Cons: Steeper learning curve with more features, higher pricing plans compared to Zendesk for similar customer service functionalities.


Pros: User-friendly interface, exceptional customer support ticketing functionalities, strong agent productivity tools, focus on customer self-service, affordable tiered plans.

Cons: Limited sales automation features, not specifically designed for sales pipeline management.

Choosing the Right Platform for Customer Success

The “best” platform depends on your specific business needs and priorities. Here are some considerations to guide your decision:

  • Focus on Customer Service or Sales: If exceptional customer service is your primary focus, Zendesk’s user-friendly interface, robust ticketing functionalities, and affordable pricing plans might be a better fit.
  • Focus on Customer Service or Sales: If exceptional customer service is your primary focus, Zendesk’s user-friendly interface, robust ticketing functionalities, and affordable pricing plans might be a better fit. However, if your business revolves around sales and lead nurturing, while still requiring strong customer service capabilities, Salesforce’s comprehensive CRM functionalities, including robust sales automation and pipeline management tools within the same platform, could be a more strategic long-term investment.

  • Team Size and Technical Expertise: For teams with limited technical expertise, Zendesk’s user-friendly interface can be easier to learn and navigate compared to Salesforce’s comprehensive feature set. However, Salesforce offers a high degree of customization, which can be valuable for larger teams with the technical capabilities to leverage its advanced functionalities.

  • Integration Needs: Consider the business applications your customer service and sales teams already use. Both platforms offer integrations with various third-party apps. Evaluating which platform integrates more seamlessly with your existing business ecosystem can be a deciding factor.

  • Budget: Both platforms offer tiered pricing plans. Generally, Zendesk has a lower entry point and more affordable plans for smaller businesses, while Salesforce caters to a wider range of business sizes with correspondingly higher pricing plans for advanced features.


Salesforce and Zendesk are both industry leaders in their respective categories. Salesforce offers a comprehensive CRM solution encompassing sales, pipeline management, and customer service functionalities (within Service Cloud). Zendesk, on the other hand, excels in customer service with robust ticketing, agent productivity tools, and a focus on customer self-service. By carefully considering the factors outlined above, you can identify the platform that best aligns with your business’s focus on customer service, sales pipeline management, team size, budget constraints, and long-term growth aspirations.

Ericson Da Silva.

Ericson has been Working on with CRM and Marketing Automation since 2013 with clients all over the US, UK, Switzerland, Norway, China and Spain. If you have any questions or you want someone to help you implement your CRM solution, you can book a FREE consultation here.