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- SAP Service Cloud-vs-Zendesk Support Suite
Compare SAP Service Cloud and Zendesk Support Suite 
At a Glance
Market Segments
Mid-Market (41.1% of reviews)
Mid-Market (45.4% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
SAP Service Cloud
Star Rating
(204)4.5 out of 5
Market Segments
Mid-Market (41.1% of reviews)
Entry-Level Pricing
No pricing available
Learn more about SAP Service CloudZendesk Support Suite
Star Rating
(6,222)4.3 out of 5
Market Segments
Mid-Market (45.4% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticket creation user experience, scoring 8.8, while SAP Service Cloud offers a slightly better ticket response user experience at 9.0. Reviewers mention that the intuitive interface of Zendesk makes it easy for agents to create tickets quickly.
- Reviewers mention that SAP Service Cloud shines in its SLA Management with a score of 8.6, compared to Zendesk's 8.1. Users on G2 appreciate the robust SLA tracking features in SAP, which help ensure timely responses to customer inquiries.
- Users say that the knowledge base feature in SAP Service Cloud is highly rated at 9.2, while Zendesk's is slightly lower at 8.5. Reviewers mention that SAP's knowledge base offers better searchability and more comprehensive articles, enhancing the self-service experience for customers.
- G2 users report that Zendesk Support Suite has a strong ticket collaboration feature with a score of 8.6, but SAP Service Cloud edges ahead with 8.9. Users appreciate the seamless collaboration tools in SAP that allow multiple agents to work on tickets simultaneously.
- Reviewers mention that SAP Service Cloud's reporting capabilities are superior, scoring 8.6 compared to Zendesk's 8.3. Users report that the detailed analytics and customizable dashboards in SAP provide better insights into customer service performance.
- Users on G2 highlight that Zendesk Support Suite offers a more user-friendly setup experience with a score of 7.9, while SAP Service Cloud's setup is rated higher at 8.4. Reviewers say that the guided setup process in SAP helps new users get started more efficiently.
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Pricing
Entry-Level Pricing
SAP Service Cloud
No pricing availableZendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
SAP Service Cloud
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.9
178
8.6
4,810
Ease of Use
8.8
182
8.5
4,853
Ease of Setup
8.4
102
7.9
2,919
Ease of Admin
8.3
60
8.2
2,945
Quality of Support
8.9
174
8.4
4,499
Has the product been a good partner in doing business?
8.8
58
8.4
2,869
Product Direction (% positive)
9.6
180
7.9
4,465
Features by Category
Ticket and Case Management
9.1
67
8.8
2267
|
Verified
9.0
68
8.7
2283
|
Verified
8.9
70
8.5
2208
|
Verified
8.4
68
8.4
2055
|
Verified
8.6
65
8.1
1643
|
Verified
8.6
65
8.4
2120
|
Verified
8.9
67
8.6
2107
|
Verified
8.8
64
8.2
1574
|
Verified
Generative AI
8.3
12
7.3
137
8.8
12
7.2
140
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
9.0
67
8.4
1785
|
Verified
8.7
67
8.8
2031
|
Verified
8.9
67
8.4
1449
|
Verified
8.6
61
8.0
1154
|
Verified
8.2
62
8.1
1038
|
Verified
Platform
8.2
69
7.7
1127
|
Verified
8.2
74
8.0
1495
|
Verified
8.9
68
8.2
1695
|
Verified
8.5
67
8.1
1486
|
Verified
8.6
68
7.8
2085
|
Verified
8.9
68
7.9
2154
|
Verified
Administration
Not enough data
8.4
193
|
Verified
Not enough data
7.9
174
|
Verified
Not enough data
8.3
221
|
Verified
Service Desk
Not enough data
9.0
250
|
Verified
Not enough data
8.7
226
|
Verified
Not enough data
8.6
214
|
Verified
Management
Not enough data
8.3
186
|
Verified
Not enough data
8.4
187
|
Verified
Not enough data
8.3
176
|
Verified
Not enough data
8.0
136
|
Verified
Not enough data
8.2
129
Functionality
Not enough data
9.0
201
|
Verified
Not enough data
8.5
165
Not enough data
8.4
173
|
Verified
Not enough data
8.6
183
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
8.1
581
Not enough data
7.9
562
Not enough data
8.2
624
Knowledge Management
Not enough data
8.6
765
Not enough data
8.2
615
Not enough data
7.8
667
Compliance
Not enough data
8.3
545
Not enough data
8.2
507
Not enough data
8.2
510
Not enough data
8.0
482
Customer Support
Not enough data
8.0
626
Not enough data
7.8
602
Not enough data
7.8
437
Data Security
Not enough data
8.1
450
Not enough data
8.1
452
Not enough data
8.3
543
Not enough data
8.5
489
Administration
Not enough data
8.2
636
Not enough data
8.3
747
Not enough data
8.6
751
Generative AI
Not enough data
Feature Not Available
Usability
Not enough data
8.3
600
Not enough data
8.3
595
Not enough data
8.3
566
Reporting
Not enough data
8.3
525
Not enough data
7.9
499
Not enough data
8.1
579
Generative AI
Not enough data
7.1
118
Not enough data
7.0
117
Responses
Not enough data
8.1
40
Not enough data
8.6
47
Not enough data
8.3
48
Automation - AI Agents
Not enough data
6.1
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Platform
Not enough data
8.3
48
Not enough data
8.4
46
Not enough data
8.4
42
Autonomy - AI Agents
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.4
6
Generative AI
Not enough data
7.6
12
Not enough data
8.0
11
Responses
Not enough data
8.1
405
Not enough data
8.0
402
Not enough data
8.3
389
Not enough data
8.1
387
Not enough data
8.1
295
Platform
Not enough data
8.6
409
Not enough data
8.2
406
Not enough data
8.2
402
Not enough data
8.2
402
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3
394
Generative AI
Not enough data
8.1
53
Not enough data
7.9
52
Conversational Platform
8.6
57
8.1
774
8.8
52
8.2
633
8.8
52
8.1
600
8.6
54
8.1
667
Support Automation
8.6
54
8.1
635
8.9
52
8.2
678
8.9
51
8.4
631
8.8
56
8.0
709
Generative AI
8.9
9
7.6
125
9.1
9
7.7
125
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
78
Not enough data
8.4
86
Administration
Not enough data
8.1
92
Not enough data
8.9
140
Not enough data
8.2
97
Not enough data
8.4
129
Customer Support
Not enough data
7.4
28
Not enough data
6.4
23
Not enough data
7.6
28
Automation
Not enough data
7.6
27
Not enough data
8.3
27
Not enough data
7.7
28
Artificial Intelligence
Not enough data
7.3
28
Not enough data
7.2
29
Not enough data
7.1
29
Generative AI
Not enough data
Feature Not Available
Not enough data
7.5
79
Not enough data
Feature Not Available
Communication
Not enough data
8.6
797
|
Verified
Not enough data
8.4
815
|
Verified
Not enough data
8.0
572
Not enough data
8.4
593
|
Verified
Not enough data
7.9
373
Internal Use
8.2
74
8.0
1495
|
Verified
Not enough data
8.4
705
|
Verified
Not enough data
8.0
506
Not enough data
8.4
753
Not enough data
8.6
680
|
Verified
Not enough data
8.2
707
|
Verified
Generative AI
8.6
16
Feature Not Available
Self-Service Experience
8.6
87
8.5
1426
8.5
85
8.4
1363
8.5
85
8.0
954
8.2
83
7.7
577
8.4
91
7.9
709
Self-Service Platform
8.6
88
8.2
757
8.7
90
8.2
772
8.3
87
7.6
589
8.4
88
8.1
735
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
6.7(won by default)
41
Not enough data
6.7(won by default)
42
Process
Not enough data
8.4(won by default)
527
Not enough data
9.0(won by default)
703
Not enough data
8.8(won by default)
652
Channels
Not enough data
9.0(won by default)
702
Not enough data
8.3(won by default)
548
Not enough data
8.7(won by default)
526
Not enough data
8.2(won by default)
448
Not enough data
8.3(won by default)
384
Insight
Not enough data
8.1(won by default)
502
Not enough data
8.3(won by default)
613
Not enough data
8.4(won by default)
525
Not enough data
8.7(won by default)
632
Generative AI
9.0
12
7.5
52
9.3
12
7.5
51
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Ticket Management - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Support Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace Communication Tools
Not enough data
Not enough data
Agentic AI - Google Workspace for Sales
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
SAP Service Cloud and Zendesk Support Suite are categorized as Digital Customer Service Platforms, Conversational Support, Help Desk, and Customer Self-Service
Unique Categories
SAP Service Cloud has no unique categories
Zendesk Support Suite is categorized as Conversational Commerce Platforms, Live Chat, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Customer Service Automation, Contact Center Knowledge Base, AI IT Agents, Genesys AppFoundry Marketplace, IT Service Management (ITSM) Tools, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
SAP Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
24.2%
Computer Software
10.0%
Accounting
5.8%
Computer & Network Security
4.2%
Telecommunications
3.2%
Other
52.6%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.2%
Most Helpful Reviews
SAP Service Cloud
Most Helpful Favorable Review
Sana M.
Verified User in Health, Wellness and Fitness
Service Ticket Management, omnichannel support, service analytics
Most Helpful Critical Review
Tejas P.
Verified User in Marketing and Advertising
Less user friendly as compared to other applications available in market
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Sana M.
Verified User in Health, Wellness and Fitness
Service Ticket Management, omnichannel support, service analytics
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Tejas P.
Verified User in Marketing and Advertising
Less user friendly as compared to other applications available in market
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Discussions
SAP Service Cloud has no discussions with answers
Zendesk is a popular customer service platform known for its user-friendly interface and robust features. It is generally well-regarded for its ability to streamline customer support processes, offering tools for ticketing, live chat, and customer engagement. However, its effectiveness can vary depending on the specific needs and size of a business. It's recommended to evaluate its features against your requirements to determine if it's a good fit for you.
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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