What users are saying about
77 Ratings
Top Rated
636 Ratings
77 Ratings
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Score 6.9 out of 100
Top Rated
636 Ratings
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Score 7.8 out of 100

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.
Chrissie Nelms | TrustRadius Reviewer

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.
Carmen Johnson | TrustRadius Reviewer

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.
Stephanie Locke | TrustRadius Reviewer

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.
Nikhil George | TrustRadius Reviewer

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.
Paul Mills | TrustRadius Reviewer

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.
Lou Gallo | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Zendesk

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.
Forest Basford | TrustRadius Reviewer

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.
Chrissie Nelms | TrustRadius Reviewer

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
Chase Sheaffer | TrustRadius Reviewer

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.
Colby Wood | TrustRadius Reviewer

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.
Taylor Wielage | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Zendesk

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.
Kevin Pearce | TrustRadius Reviewer

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.
Paul Yeh | TrustRadius Reviewer

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.
Chase Sheaffer | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Zendesk

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
Shane Swor | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

Zendesk

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.
Nathan Sichilongo | TrustRadius Reviewer

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
Jeremy Stephens | TrustRadius Reviewer

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.
Brendan Farrar-Foley | TrustRadius Reviewer

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
  1. per agent, per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NetSuite CRM
7.4
Zendesk
5.9

Likelihood to Renew

NetSuite CRM
6.5
Zendesk
10.0

Usability

NetSuite CRM
7.0
Zendesk
8.0

Reliability and Availability

NetSuite CRM
Zendesk
8.6

Performance

NetSuite CRM
Zendesk
8.0

Support Rating

NetSuite CRM
1.0
Zendesk
5.8

In-Person Training

NetSuite CRM
Zendesk
10.0

Online Training

NetSuite CRM
6.7
Zendesk
7.9

Implementation Rating

NetSuite CRM
5.9
Zendesk
9.0

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