What users are saying about
77 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 6.9 out of 100
Based on 77 reviews and ratings
Top Rated
636 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 636 reviews and ratings
Likelihood to Recommend
NetSuite CRM
On an operations level, NetSuite CRM is really good. It is easy to navigate inventory and allocate orders under the appropriate department for revenue or warranty. I feel there are more suited CRM's that are much more user friendly for ticketing systems.
Contact Center Manager
Rush OrderConsumer Electronics, 51-200 employees
Zendesk
Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Senior Customer Success Manager - B2B
BoundComputer Software, 11-50 employees
Feature Rating Comparison
Sales Force Automation
NetSuite CRM
7.6
Zendesk
—
Customer data management / contact management
NetSuite CRM
8.0
Zendesk
—
Workflow management
NetSuite CRM
7.5
Zendesk
—
Territory management
NetSuite CRM
7.5
Zendesk
—
Opportunity management
NetSuite CRM
8.0
Zendesk
—
Integration with email client (e.g., Outlook or Gmail)
NetSuite CRM
6.8
Zendesk
—
Contract management
NetSuite CRM
7.7
Zendesk
—
Quote & order management
NetSuite CRM
8.4
Zendesk
—
Interaction tracking
NetSuite CRM
7.1
Zendesk
—
Channel / partner relationship management
NetSuite CRM
7.3
Zendesk
—
Customer Service & Support
NetSuite CRM
6.0
Zendesk
—
Case management
NetSuite CRM
6.0
Zendesk
—
Call center management
NetSuite CRM
5.8
Zendesk
—
Help desk management
NetSuite CRM
6.0
Zendesk
—
Marketing Automation
NetSuite CRM
7.0
Zendesk
—
Lead management
NetSuite CRM
8.9
Zendesk
—
Email marketing
NetSuite CRM
5.1
Zendesk
—
CRM Project Management
NetSuite CRM
7.9
Zendesk
—
Task management
NetSuite CRM
6.9
Zendesk
—
Billing and invoicing management
NetSuite CRM
7.7
Zendesk
—
Reporting
NetSuite CRM
9.0
Zendesk
—
CRM Reporting & Analytics
NetSuite CRM
7.0
Zendesk
—
Forecasting
NetSuite CRM
7.0
Zendesk
—
Pipeline visualization
NetSuite CRM
7.0
Zendesk
—
Customizable reports
NetSuite CRM
7.0
Zendesk
—
Customization
NetSuite CRM
7.1
Zendesk
—
Custom fields
NetSuite CRM
7.1
Zendesk
—
Custom objects
NetSuite CRM
8.0
Zendesk
—
Scripting environment
NetSuite CRM
6.0
Zendesk
—
API for custom integration
NetSuite CRM
7.1
Zendesk
—
Security
NetSuite CRM
8.6
Zendesk
—
Single sign-on capability
NetSuite CRM
8.5
Zendesk
—
Role-based user permissions
NetSuite CRM
8.7
Zendesk
—
Social CRM
NetSuite CRM
6.9
Zendesk
—
Social data
NetSuite CRM
7.0
Zendesk
—
Social engagement
NetSuite CRM
6.7
Zendesk
—
Integrations with 3rd-party Software
NetSuite CRM
7.0
Zendesk
—
Marketing automation
NetSuite CRM
7.1
Zendesk
—
Compensation management
NetSuite CRM
6.9
Zendesk
—
Platform
NetSuite CRM
6.8
Zendesk
—
Mobile access
NetSuite CRM
6.8
Zendesk
—
Incident and problem management
NetSuite CRM
—
Zendesk
7.0
Organize and prioritize service tickets
NetSuite CRM
—
Zendesk
7.3
Expert directory
NetSuite CRM
—
Zendesk
6.9
Subscription-based notifications
NetSuite CRM
—
Zendesk
5.6
ITSM collaboration and documentation
NetSuite CRM
—
Zendesk
7.5
Ticket creation and submission
NetSuite CRM
—
Zendesk
7.5
Ticket response
NetSuite CRM
—
Zendesk
7.3
Self Help Community
NetSuite CRM
—
Zendesk
6.9
External knowledge base
NetSuite CRM
—
Zendesk
7.1
Internal knowledge base
NetSuite CRM
—
Zendesk
6.7
Multi-Channel Help
NetSuite CRM
—
Zendesk
6.9
Customer portal
NetSuite CRM
—
Zendesk
6.1
IVR
NetSuite CRM
—
Zendesk
6.6
Social integration
NetSuite CRM
—
Zendesk
7.9
Email support
NetSuite CRM
—
Zendesk
7.1
Help Desk CRM integration
NetSuite CRM
—
Zendesk
6.7
Pros
NetSuite CRM
- It has a great UI for ERP and provides in-depth reporting and budget planning. NetSuite allows alot of flexibility to build the system out to how your company does business. Our accounting department really likes the Adaptive Planning module as well, as they can provide and quickly turn around presentation-worthy reports.
- Due to the robust features and functionality of NetSuite, it is easy to customize and put workflows and formulas into practice when necessary to create efficiencies.
- NetSuite provides the full solution to a business, by tying all systems together for one source of the truth.
Sales Operations Manager
InEight Inc.Computer Software, 201-500 employees
Zendesk
- Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
- Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
- Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Support Manager
Spotlight ReportingComputer Software, 11-50 employees
Cons
NetSuite CRM
- NetSuite is very good at customization, but sometimes it's hard to make the right customization that we need for particular situations
- NetSuite likes to change the layout without notifying it's users, so you might go home one day, and come back the next day to the office and have to do some searching to find what you're looking for in NetSuite.
- If you have an issue with NetSuite, it's really difficult to understand the technical support staff as they're from India and don't speak clear English.
Data Specialist
GoEngineer IncComputer Software, 201-500 employees
Zendesk
- They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
- We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Team Member
Onshape Inc.Computer Software, 51-200 employees
Likelihood to Renew
NetSuite CRM
NetSuite CRM 6.5
Based on 10 answers
Our company is looking for more advanced ecommerce and internet marketing features that are not currently present in NetSuite. We feel there are too many additional costs to NetSuite to make it "our own" and understand at the same time that no software is perfect out of the box. Not having complete control of our customer data worries us, and the slowness or "lag" in the shopping cart is effecting our checkout flow. For the investment, we would not recommend businesses of our size to migrate to NetSuite but rather build in house.

Verified User
Manager in Marketing
Retail Company, 11-50 employeesZendesk
Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Technical Support Engineer
SugarCRMComputer Software, 51-200 employees
Usability
NetSuite CRM
NetSuite CRM 7.0
Based on 2 answers
I am not involved with a lot of the reports and additional functions NetSuite CRM provides, I am more familiar with the day to day use when placing orders and preforming customer tasks. Day to day functions are amazing and easy to navigate.
Contact Center Manager
Rush OrderConsumer Electronics, 51-200 employees
Zendesk
Zendesk 8.0
Based on 17 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Reliability and Availability
NetSuite CRM
No score
No answers yet
No answers on this topic
Zendesk
Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
IT Consultant / Systems Engineer
Johnson Business Technology SolutionsInformation Technology and Services, 1-10 employees
Performance
NetSuite CRM
No score
No answers yet
No answers on this topic
Zendesk
Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
CFO/Director of Application Development
New Horizon Software Technologies, Inc.Computer Software, 1-10 employees
Support Rating
NetSuite CRM
NetSuite CRM 1.0
Based on 5 answers
For simple issues (that can be answered by reading the documentation) NetSuite support seems to have a good ability to resolve our issues. Unfortunately, anything beyond that ability requires escalation into the black hole of their Tier II / Tier III Support.

Verified User
Analyst in Information Technology
501-1000 employeesZendesk
Zendesk 5.8
Based on 30 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Director of support and services
HyporiComputer & Network Security, 11-50 employees
Online Training
NetSuite CRM
NetSuite CRM 6.7
Based on 2 answers
Netsuite has comprehensive features, allow full customization plus KPI performance matrix. Over the years we have logged more than 15000 cases.
Lead Consultant
Realization Technologies, Inc.51-200 employees
Zendesk
Zendesk 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Implementation Rating
NetSuite CRM
NetSuite CRM 5.9
Based on 9 answers
The implementation was very poor and very costly. In the end we had to reconfigure mostly everything over the next year to get it working in a desirable fashion.

Verified User
Manager in Information Technology
11-50 employeesZendesk
Zendesk 9.0
Based on 18 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Customer Service Manager
TeavanaFood & Beverages, 5001-10,000 employees
Alternatives Considered
NetSuite CRM
This year 2015 we will be looking for a new product like Magento. We are still exploring the idea also if we are going to be building our own system or have a consultant to work with us

Verified User
Administrator in Information Technology
Retail Company, 51-200 employeesZendesk
We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Copperbelt Manager
Dotcom ZambiaConsumer Services, 11-50 employees
Return on Investment
NetSuite CRM
- Support can see what services is doing and vice versa. Finance can see both too.
- Support can provide leads to sales when a power user leaves a current customer and joins the team at a lead.
- We can see NPS and CSat near time on the account which has increased our ability to mitigate at-risk accounts and increase retention
Manager of Analytics, Customer Operations
CorptaxComputer Software, 201-500 employees
Zendesk
- Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
- Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Director of Client Engagement
NAWAH (North America Western Asia Holdings)Information Technology and Services, 1-10 employees
Pricing Details
NetSuite CRM
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
NetSuite CRM Editions & Modules
—
Additional Pricing Details
—Zendesk
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*
* per agent
Zendesk Editions & Modules
Edition
Support Essential | $51 |
---|---|
Zendesk Support Suite Enterprise | $1491 |
Support Team | $191 |
Support Professional | $491 |
Support Enterprise | $991 |
Support Elite | $1991 |
Zendesk Support Suite Professional | $891 |
- per agent, per month