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 Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"The most valuable aspect of this solution is its low cost."
"It works well with Jira. You can customize it to fit your needs."
"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."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"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."
"We rarely had issues with Zendesk."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"I would like to see more integration on a mobile platform in the next release."
"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."
"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."
"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."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"The solution itself wasn't easy to set up."
"The price of the solution should be reduced."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"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."
"The solution could integrate better with QR codes from some websites such as Facebook."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
SugarCRM Platform is ranked 9th in CRM Customer Engagement Centers with 11 reviews while Zendesk is ranked 4th 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 "Straightforward, very transparent, and very well organized". 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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