# Freshdesk vs Salesforce Service Cloud

**Leader by Vioscale score:** Freshdesk

| Attribute | Freshdesk | Salesforce Service Cloud |
|---|---|---|
| **Vioscale score** | 67.7 (41% (low)) | 45.7 (63% (medium)) |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | Freshdesk is an AI-powered customer service platform that combines ready-to-use AI agents, people, and workflows with a guided path to AI adoption for faster issue resolution and improved agent productivity. | Salesforce offers integrated tools for protecting sensitive data, automating compliance obligations, and monitoring security across cloud-based systems. Features include encryption, audit trails, privacy request automation, and AI-powered threat detection to help organizations maintain regulatory compliance and reduce data risk. |
| features.capabilities | `{"ai_agent":true,"free_tier":true,"ticketing":true,"api_access":true,"automation_macros":true}` | `{"hosting":"cloud","ai_agent":true,"free_tier":false,"api_access":true,"reporting_dashboards":true}` |
| integrations.count | 1 | - |
| integrations.list | `[{"name":"MCP-connected AI tools and apps"}]` | - |
| market.availability | - | `{"hqCountry":"US","primaryMarkets":["US","EU","GB","AU","JP","SE"],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | `{"type":"subscription","plans":[{"free":false,"name":"Growth","summary":"£15/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Ticketing & shared inbox","Customer portal & knowledge base","Out-of-the-box analytics & reporting","Threads & tasks","Roles & permissions"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":15,"period":"month","currency":"GBP"}],"description":"Launch AI-powered service over email","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}},{"free":false,"name":"Pro","summary":"£39/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Multilingual helpdesk","Custom dashboards & reporting","Intelligent routing","Multiple SLA policies","External collaborators"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":39,"period":"month","currency":"GBP"}],"description":"Scale AI-powered service across your business","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}},{"free":false,"name":"Enterprise","summary":"£67/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Freddy AI Insights","Skill-based routing","Sandbox","Audit logs","Allowed domains & IP whitelisting"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":67,"period":"month","currency":"GBP"}],"description":"Deliver enterprise-grade, AI-powered service","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}}],"addOns":[{"name":"Freddy AI Copilot","components":[{"kind":"per_unit","unit":"agent","amount":23,"period":"month","currency":"GBP"}]},{"name":"Additional AI Agent sessions","components":[{"per":{"qty":100,"unit":"sessions"},"kind":"metered","amount":36,"currency":"GBP"}]},{"name":"Day passes","components":[{"kind":"fixed","amount":1.5,"currency":"GBP"}]},{"name":"Connector app tasks","components":[{"per":{"qty":5000,"unit":"tasks"},"kind":"metered","amount":65,"currency":"GBP"}]}],"summary":"From £15/agent/month billed annually. 14-day free trial.","currency":"GBP","freeTier":true,"sourceUrl":"https://freshdesk.com","retrievedAt":"2026-08-03T11:47:05.273Z","freeTrialDays":14,"startingPrice":{"amount":15,"period":"month","currency":"GBP"},"billingPeriods":["month","year"]}` | `{"type":"subscription","plans":[{"free":false,"name":"Salesforce Starter","summary":"$25/user/month, billed monthly or annually. Transaction fees apply.","features":["Lead, Account, Contact, and Opportunity Management","Dynamic Email Marketing and Analytics","Built-in Sales Flows and Lead Routing","Connected Slack Conversations"],"commitment":"monthly","components":[{"kind":"per_unit","unit":"user","amount":25,"period":"month","currency":"USD"}],"description":"Basic CRM suite with marketing, sales, service, and commerce","contactSales":false},{"free":false,"name":"Marketing Cloud Next Growth Edition","summary":"$1,500/month billed annually","features":["Agentforce Campaign Creation","Multi-Channel Journeys","Forms and Landing Pages"],"commitment":"annual","components":[{"kind":"fixed","amount":1500,"period":"month","currency":"USD"}],"description":"Agentic marketing automation capabilities","contactSales":false},{"free":false,"name":"Marketing Cloud Next Advanced Edition","summary":"$3,250/month billed annually","features":["Agentforce Campaign Creation","Path Experimentation","Two-Way Conversations for SMS and WhatsApp"],"commitment":"annual","components":[{"kind":"fixed","amount":3250,"period":"month","currency":"USD"}],"description":"Advanced agentic marketing automation","contactSales":false}],"addOns":[{"name":"Salesforce Personalization","components":[{"kind":"fixed","amount":8000,"period":"month","currency":"USD"}]},{"name":"Marketing Intelligence","components":[{"kind":"fixed","amount":10000,"period":"month","currency":"USD"}]},{"name":"Loyalty Management","components":[{"kind":"fixed","amount":20000,"period":"month","currency":"USD"}]},{"name":"Account Engagement+","components":[{"kind":"fixed","amount":1250,"period":"month","currency":"USD"}]},{"name":"Engagement+","components":[{"kind":"fixed","amount":2000,"period":"month","currency":"USD"}]},{"name":"Intelligence+","components":[{"kind":"fixed","amount":11000,"period":"month","currency":"USD"}]}],"summary":"From $25/user/month for Starter. Marketing Cloud editions from $1,500/month. Multiple add-ons available. Billed monthly or annually.","currency":"USD","sourceUrl":"https://www.salesforce.com/marketing/pricing/","retrievedAt":"2026-08-16T20:54:03.585Z","startingPrice":{"amount":25,"period":"month","currency":"USD"},"billingPeriods":["month","year"]}` |
| pricing.free_tier | yes | - |
| pricing.model | freemium | commercial |
| pricing.price_level | low | mid |
| pricing.transparent | yes | no |
| reliability.status_page | yes | yes |
| security.disclosure_policy | - | yes |
| security.gdpr | - | yes |
| security.hipaa | - | yes |
| security.soc2 | - | yes |

## Capabilities (Customer Support)

| Capability | Freshdesk | Salesforce Service Cloud |
|---|:--:|:--:|
| **Core** |  |  |
| Ticket / case management | ✓ | - |
| **Channels** |  |  |
| Live chat | - | - |
| Shared inbox | - | - |
| Omnichannel (email+chat+social+voice) | - | - |
| Voice / telephony | - | - |
| **Self-service** |  |  |
| Self-service knowledge base | - | - |
| **Automation** |  |  |
| SLAs, triggers & routing | - | - |
| Automation / macros | ✓ | - |
| **AI** |  |  |
| AI agent / copilot | ✓ | ✓ |
| **Insight** |  |  |
| Reporting & dashboards | - | ✓ |
| **Deployment** |  |  |
| Hosting | - | Cloud only |
| **Enterprise** |  |  |
| SSO / SCIM | - | - |
| **Extensibility** |  |  |
| Public API | ✓ | ✓ |
| **Pricing** |  |  |
| Free tier | ✓ | ✗ |

*Source: Vioscale. Generated 2026-09-01T16:30:42.548Z. "-" = undocumented, not absent.*