SugarCRM offers Sugar Serve, a version of its CRM providing en emphasis on customer service automation, service case management, SLA management, customer self-service and includes the SugarBPM workflow tool to automate processes.
N/A
Zoho Desk
Score 8.3 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$9
per month per user
Pricing
Sugar Serve
Zoho Desk
Editions & Modules
No answers on this topic
Free
$0
Express
$9
per month per user
Standard
$20
per month per user
Professional
$35
per month per user
Enterprise
$50
per month per user
Offerings
Pricing Offerings
Sugar Serve
Zoho Desk
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Required
Additional Details
—
A discount is offered for yearly billing.
More Pricing Information
Community Pulse
Sugar Serve
Zoho Desk
Features
Sugar Serve
Zoho Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Sugar Serve
8.9
2 Ratings
8% above category average
Zoho Desk
8.5
5 Ratings
4% above category average
Organize and prioritize service tickets
8.52 Ratings
9.05 Ratings
Expert directory
9.02 Ratings
7.34 Ratings
Subscription-based notifications
9.52 Ratings
7.34 Ratings
ITSM collaboration and documentation
8.52 Ratings
10.01 Ratings
Ticket creation and submission
9.02 Ratings
8.85 Ratings
Ticket response
9.02 Ratings
8.85 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Sugar Serve
8.8
2 Ratings
9% above category average
Zoho Desk
9.5
5 Ratings
17% above category average
External knowledge base
9.02 Ratings
9.55 Ratings
Internal knowledge base
8.52 Ratings
9.55 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
The idea of Sugar Serve, is similar to SugarCRM, so I feel more comfortable implementing it, thanks to having used SugarCRM in the past. It allows us to change and adapt the design to be able to use it according to the needs of my department and according to the goals of our company. It is a great help to have the customization that Sugar Serve offers us. If we want to connect to an external service, we just contact our IT staff to develop a module that connects internally via API.
Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.
The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!
As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
The contents managed by Excel are migrated so that employees can consult and update them at any time from the browser.
It is simple and versatile, so it can be used both by the work team and in all departments involved in the system, simplifying the management of processes, and collaboration and documentation
It allows us to check visually and comprehensively, the status of the company and each of its members in an easy-to-understand way. Which facilitates decision-making and help desk CRM integration
Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
