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."
"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"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 Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It's a very stable tool, very powerful."
"We rarely had issues with Zendesk."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The stability has been very good."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"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."
"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."
"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."
"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."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"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 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."
"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."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
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.
We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.