Compare Zendesk and Sugar Sell - Sep 2023

Shlomi Lavi

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Bottom Line: Which is Better - Zendesk or Sugar Sell?

Sugar Sell is more expensive to implement (TCO) than Zendesk, and Zendesk is rated higher (92/100) than Sugar Sell (90/100). Zendesk offers users more features (23) than Sugar Sell (21). There is a clear winner in this case and it is Zendesk!

Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Zendesk Vs. SugarCRM

Zendesk: Zendesk is founded in Copenhagen, Denmark. Zendesk is the leading cloud-based customer service software solution. More than 20,000 companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction.

SugarCRM : SugarCRM’s mission is to empower organizations to gain and retain customers by providing greater efficiency and control over the sales pipeline. As an open-platform web-based CRM solution, Sugar is easy to customize to meet an organization’s changing needs. It is also affordable, easy-to-use and offers a competitive advantage by providing organizat...

Who is more expensive? Zendesk or SugarCRM?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Zendesk and SugarCRM.

Zendesk price starts at $49 per agent/month , On a scale between 1 to 10 Zendesk is rated 2, which is much lower than the average cost of Help Desk software. SugarCRM price starts at $49 per user/month , When comparing SugarCRM to its competitors, the software is rated 4 - lower than the average Help Desk software cost.

Bottom line: SugarCRM is more expensive than Zendesk.

Which software includes more/better features?

We've compared Zendesk Vs. Sugar Sell based on some of the most important and required Help Desk features.

Zendesk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows, Scheduling, Self Service Portal, Service Level Agreements.

SugarCRM: Customer Service, Email Marketing, Marketing Automation, Sales Automation, Collaboration Center .

Target customer size

Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process. Sugar Sell is a system that can benefit all business types: whether you are just starting up your own business, already managing one or looking to upgrade your existing system, Sugar Sell Enterprise offers flexible features that can be tailored to your needs.