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 7.7 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.
$0
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
No
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
Ratings
10% above category average
Zoho Desk
8.6
Ratings
7% above category average
Organize and prioritize service tickets
8.50 Ratings
8.90 Ratings
Expert directory
9.00 Ratings
7.90 Ratings
Subscription-based notifications
9.50 Ratings
7.90 Ratings
ITSM collaboration and documentation
8.50 Ratings
10.00 Ratings
Ticket creation and submission
9.00 Ratings
8.50 Ratings
Ticket response
9.00 Ratings
8.50 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Sugar Serve
8.8
Ratings
11% above category average
Zoho Desk
8.9
Ratings
13% above category average
External knowledge base
9.00 Ratings
8.90 Ratings
Internal knowledge base
8.50 Ratings
8.90 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Sugar Serve is best to be used for medium and large businesses. It helps you to understand your customers' moods. Its mood survey is the best thing that I can get from any other tool. It helped me to understand the customer's mood and on that analysis, I can discuss the problem and can help them accordingly. It just needs to add more auto-messages or gifs.
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.
Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program.
Their support is excellent. They are always available to answer all your queries and doubts. Be it a call or email or even live chat. You will always get a prompt response from their customer support executives. They are very much familiar with the product and all its functionality. Sometimes you get stuck and don’t know what to do. They are always there for your questions
At the enterprise level it has facilitated our decision-making, as it allows us to visually capture the big picture and eliminates complicated management requirements. Sugar Serve ensures organizational integrity by allowing us to present it across multiple departments and work together, sharing information accurately. The advantage of being able to customize and improve each time depending on the application allows us to carry out specifications in some departments.
Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile application for on the go usage which Zoho Desk has easily handled with applications for both Android and IOS devices.
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
By running reports based on ticket, we can see how much time is spent on each customer and can manage these customers better based on what we see are there issues
We can also run reports based on the types of queries customers are coming in with which allows us to develop our product based on actual customers needs as a whole.
Automatic reporting once set up saves many man hours as new customers can be added automatically if required, and it saves having to build these reports monthly or possibly weekly
