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SugarCRM vs Zendesk Comparison

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Overview

SugarCRM is a Social CRM tool that includes full sales, marketing and support automation, email integration, reporting, team...

Category Leaders

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

$

40

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

Starting from

$

19

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

102

125

94

26

7

  • Value for money
  • Ease of use
  • Features
  • Customer support
83%
would recommend this app

5

4

3

2

1

1,450

940

246

52

36

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

SugarCRM is the best CRM, easy to use, solid and robust, easy of integration with ERP, VoIP and Jaspersoft and Revolution.

PG

Patricio G.

This software is a mostly great well-rounded CRM, and their support team is fantastic with any questions.

JT

Joe T.

It really allow the small business companies to track sales, invoices, bills and market to our customers in a better way. This CRM is so easy to use just because of its great users interface.

Mark S.

Pros

I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.

AR

Anonymous Reviewer

Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

AR

Anonymous Reviewer

This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.

LR

Laura R.

Cons

Which is ridiculous, any permission system should be deny by default. The email module which we use heavily is unreliable.

CM

Chris M.

Difficult to navigate and figure out how it worked. There was no customer service to call on and google searches for fixes proved fruitless.

DR

Diane R.

A CRM without an automatically tracked last activity is useless. There are somework arounds that don't work for email rendering this product useless.

SB

Shelly B.

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.

JK

Jeff K.

Non-Existent & TERRIBLE Customer Service. You are just a number to them.

NC

Nicole C.

If you ever need support from Zendesk then it is horrible.

AR

Anonymous Reviewer

  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review9 days ago

Key features

  • Total features55
  • 360 Degree Feedback
  • AB Testing
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Calendar/Reminder System
  • Call Center Management
  • Call Logging
  • Call Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Scoring
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Demographic / Firmographic Data
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • Field Sales Management
  • File Sharing
  • Filtering
  • For Startups
  • For iPad Devices
  • Forecasting
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Internal Chat Integration
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Capture
  • Lead Distribution
  • Lead Management
  • Lead Qualification
  • Lead Segmentation
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Marketing Automation
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scoring Models
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Opportunity Management
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Pipeline Management
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Process/Workflow Automation
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Proposal Generation
  • Prospecting Tools
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Referral Tracking
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Forecasting
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Shared Contacts
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Source Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features178
  • 360 Degree Feedback
  • AB Testing
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Calendar/Reminder System
  • Call Center Management
  • Call Logging
  • Call Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Scoring
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Demographic / Firmographic Data
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • Field Sales Management
  • File Sharing
  • Filtering
  • For Startups
  • For iPad Devices
  • Forecasting
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Internal Chat Integration
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Capture
  • Lead Distribution
  • Lead Management
  • Lead Qualification
  • Lead Segmentation
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Marketing Automation
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scoring Models
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Opportunity Management
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Pipeline Management
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Process/Workflow Automation
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Proposal Generation
  • Prospecting Tools
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Referral Tracking
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Forecasting
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Shared Contacts
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Source Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations290
  • Constant Contact
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Mailchimp
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Tw