We performed a comparison between SugarCRM Platform and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."
"The most valuable aspect of this solution is its low cost."
"It works well with Jira. You can customize it to fit your needs."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"Zendesk Support has a lot of good APIs."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The stability has been very good."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The initial setup is simple and straightforward."
"It's very convenient to use."
"I would like to see more integration on a mobile platform in the next release."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."
"You cannot include all your entities under one instance at the moment."
"It lacks customization, and this is the main reason that we are switching to a different solution."
"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."
"It needs to improve in terms of its flexibility, price, and installation."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The price of the solution should be reduced."
"The support team is time-consuming, and they don't find the answer to our problem."
SugarCRM Platform is ranked 8th in CRM Customer Engagement Centers with 11 reviews while Zendesk is ranked 5th in CRM Customer Engagement Centers with 57 reviews. SugarCRM Platform is rated 7.0, while Zendesk is rated 8.2. The top reviewer of SugarCRM Platform writes "User-friendly and allows for creating your own modules". On the other hand, the top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". SugarCRM Platform is most compared with Salesforce Sales Cloud, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our SugarCRM Platform vs. Zendesk report.
See our list of best CRM Customer Engagement Centers vendors, best CRM vendors, and best Sales Force Automation vendors.
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