Zendesk vs Salesforce

Check out this Zendesk vs Salesforce article and see which platform suits your requirements better.

Customers are deemed to be the drivers of revenue for every industry. They are and constantly will be the most crucial factor of your business, for they possess the power either to stimulate its success or to compel it to cease to exist. Well, the latter might sound somewhat terrifying to hear, especially for those fresh and new businesses, but worry no more because all you’ll need to do is wear your faith because there will always be an efficient way to solve your dilemmas.

Stabilizing and fortifying healthy customer relationships must be your business’ major priority.

The presence and utilization of Customer Relationship Management (CRM) have been an advantageous game-changer for various businesses and industries around the world. Regardless of how big your business is and what industry you are in, stabilizing and fortifying healthy customer relationships must be your business’ major priority.

Customer Relationship Management has evolved to be a critical aspect of enhancing profitability as well as your business’ market presence, and keeping a healthy relationship between you and your consumers will guarantee their loyalty to you and encourage your enterprise to thrive further.

As a product of our emerging world, the solution for your customer relationship dilemma comes to a broad extent of CRM platforms for your business to choose from. These CRM platforms will assist you in alleviating and providing solutions to your worries and helping you in sales management and productivity, just to mention a few. And if you’re now considering utilizing helpdesk software for your business, Zendesk and Salesforce are the two most prominent options you can consider.

What Is Zendesk?

Zendesk was established by three wise buddies, Svane, Aghassipour, and Primdahl, in Copenhagen, Denmark, in the year 2007. Zendesk’s base of operations is presently located in the county of San Francisco, and Zendesk has been prominent in 160 different countries. Due to its impressive and dominant Customer Relationship Management solution, Zendesk continues to progress, extensively benefiting industries to develop healthy customer relations.

Zendesk is a powerful and flexible software tool that primarily centralizes generating cloud-based helpdesk managing solutions. It allows the formation of a customer service portal to encourage businesses and companies to reinforce the integrity, quality, and standard of their customer service. This online portal supports agents in monitoring and overseeing the status of the issues raised by the customers, also known as “tickets.”

Zendesk establishes a knowledge base to acknowledge and provide answers to customers’ most common and redundant queries. This software also creates an online community where consumers can respond to existing discussion threads, and could still raise a ticket if their concerns are not satisfied. Zendesk software tool is utilized by various industries such as government, media, retail, and technology.

What Is Salesforce?

Salesforce is distinguished as the world’s number 1 Customer Relationship Management (CRM), paving the way for businesses and consumers toward the digital age. Salesforce was founded in 1999 by four great men led by Mark Benioff at an apartment in Telegraph Hill, San Francisco, and it flourished years before the existence of massive platforms like Facebook, Gmail, and Twitter.

Salesforce also allows various companies, regardless of their industry and size, to take advantage and utilize diverse kinds of technology such as artificial intelligence, blockchain, cloud, mobile, social, and voice in pursuit of connecting their consumers in an entirely different and unique way.

Salesforce cloud-based software assists businesses in marketing efforts, like creating Salesforce Forms tracking sales and opportunities, automating marketing campaigns, implementing strategies, data reporting and analyses, data customization, evaluating customer complaints, and customer service. Salesforce Service Cloud is also used to communicate, maintain, and manage revenue streams and better understand their consumers.

With Salesforce’s outstanding features, it will undoubtedly enrich your business by empowering the growth in revenue, better time management, enhanced team collaboration, maximum accessibility, and excellent customer satisfaction.

Similarities between Zendesk and Salesforce

  • Ticket management – both platforms employ the use of ticket workflow, except that Salesforce Service Cloud uses the term “cases” rather than “tickets.” Moreover, their automation, triggers, and AI-powered routing automatically transmit the tickets/cases to specific agents that are best trained and qualified to resolve them.
  • Multi-Channel Support – Zendesk and Salesforce Service Cloud have Multi-Channel Support for agents’ flexibility to respond to customer queries across multiple digital platforms.
  • Self-Service Portal – this feature delivers information and assistance by addressing typical customer needs, queries, and frequently asked questions to handily resolve their issues.
  • Customizable Branding – this feature of both Zendesk and Salesforce primarily helps your business customize your company’s own identity and style.
  • Reporting/Analytics – mainly for various data analyses.
  • Team Collaboration – Zendesk and Salesforce have internal and external collaboration features that help teams and customer service representatives communicate through having meetings to solve and discuss intricate and specific issues and assist customers.


When we lay these two prominent platforms on a table and have a face-off or showdown, we could contend that Zendesk and Salesforce have their own strengths and capacities. Zendesk is more convenient to utilize and to set up when compared to Salesforce. However, Salesforce is much simpler if you yearn to accumulate the entire profile of your consumers.

Both platforms display their power to augment customer service and customer support on different levels. Moreover, Zendesk and Salesforce have high performance in high ticket volume and could be utilized best for medium to large businesses. On the contrary, from an analytics perspective, Salesforce has a comprehensive approach that can encourage companies to improve their operations through rendering better analytics.

Pros and Cons

Discerning the pros and cons of Zendesk and Salesforce is a must before arriving at a conclusion and a final decision. Zendesk offers an incredibly intuitive user experience. It is up and operating without plenty of customization, and it has various features that motivate collaboration to be more manageable.

Salesforce, on the other hand, gives you the ability to organize a perceptive 360 customer profile, and it could be merged with multiple extensions and applications other than Zendesk. Anyhow, Zendesk could overwhelm you with some features that your company might not use and need. Salesforce also gives an unfriendly and outmoded solution that your company may not appreciate.

Pricing Difference

Both Zendesk and Salesforce are pretty expensive. That’s blunt, but it’s true. In Zendesk, the price gap between Enterprise and Professional is somewhat huge. But of course, they’ll push you to subscribe to the most costly one, for it offers tons of software features.

Salesforce, on the other hand, offers four plans to choose from: Essential, Professional, Enterprise, and Unlimited. And just like Zendesk, you need a more high-priced plan to designate roles for the software users and unlock valuable features. This accentuates that both of these platforms are not the best preference for small enterprises or any company that has a limited budget.


The clash between Zendesk and Salesforce may not be bloody, but it will surely be a good fight. Their battle to win the business people’s hearts will persist as they possess unique and spectacular features. There might be no winner as of now, yet they are already champions of today’s progressive digital era.

What businesses and companies should do is thoroughly assess their company needs and establish their visions. With these, they could arrive at the best and most practical decision as to what CRM software tool they should utilize, whether it’s Zendesk or Salesforce.