SugarCRM Platform vs Zoho Desk comparison

SugarCRM and Zoho are both solutions in the CRM Customer Engagement Centers category. SugarCRM is ranked #8 with an average rating of 8.5, while Zoho is ranked #6 with an average rating of 8.2. SugarCRM holds a 2.0% mindshare in CCEC, compared to Zoho’s 1.8% mindshare. Additionally, 50% of SugarCRM users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

SugarCRM Platform

Read 12 SugarCRM Platform reviews

103 Views
39 Comparison Views

50% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

64 Views
38 Comparison Views

90% willing to recommend

SugarCRM Platform

Zoho Desk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between SugarCRM Platform and Zoho Desk based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed SugarCRM Platform vs. Zoho Desk Report (Updated: June 2025).

Buyer's Guide

SugarCRM Platform vs. Zoho Desk

June 2025

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Helped 857,028 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

SugarCRM Platform

Ranking in CRM Customer Engagement Centers

8th

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

CRM (24th), Marketing Automation (7th), Sales Force Automation (6th)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

Help Desk Software (5th)

Mindshare comparison

As of June 2025, in the CRM Customer Engagement Centers category, the mindshare of SugarCRM Platform is 2.0%, down from 2.5% compared to the previous year. The mindshare of Zoho Desk is 1.8%, down from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Styliana Araouzou

Senior Operations Analyst at Etoro

Customizable, easy to configure, and reliable

My company is considered a customer and an end-user. I'm not sure which version of the solution we're using right now. It's a company that offers lots of user manuals and you can find most of your stuff there before starting development. I'd advise potential new users to go through everything. I would rate the solution an eight out of ten. By default, it comes with a really good model where you can start working with it without having a lot of developers in your team. It's a system that includes everything related to the client and you can see everything under one screen without having a different product or system. It's been great, for the most part.

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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."

"It has sales email campaigns, plus integration with Active Directory."

"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."

"It works well with Jira. You can customize it to fit your needs."

"The most valuable aspect of this solution is its low cost."

"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."

"The product has a lot of features."

"The initial setup is easy."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

More Zoho Desk pros

Cons

"I would like to see more integration on a mobile platform in the next release."

"I would appreciate it if SugarCRM could support us in on-premise implementation."

"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."

"It lacks customization, and this is the main reason that we are switching to a different solution."

"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."

"You cannot include all your entities under one instance at the moment."

"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."

"Could have slightly better integration between additional functionalities in the Zoho desk."

"There is room for improvement in terms of integration."

"The solution should provide an option to autofill some values while creating tickets."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"Zoho Desk lacks lookup fields for the layouts."

"The solution could improve its stability and scalability."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

More Zoho Desk cons

Pricing and Cost Advice

"Licensing fees are paid on a yearly basis."

"Zoho Desk is a cost-effective solution."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Zoho Desk's cost is pretty much okay."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"Zoho Desk's pricing is more flexible."

"For what it does, it's quite cheap."

"The product costs $10 to $25 per user per month."

"The solution costs INR 8400 per user."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

18%

Engineering Company

17%

Computer Software Company

14%

Real Estate/Law Firm

Educational Organization

40%

Computer Software Company

14%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Sugar Enterprise?

The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards.

See all answers

What is your experience regarding pricing and costs for Sugar Enterprise?

All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.

See all answers

What needs improvement with Sugar Enterprise?

The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...

See all answers

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

See all answers

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

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Product Reports

Buyer's Guide

SugarCRM Platform

May 2025

Download SugarCRM Platform product report

Buyer's Guide

Zoho Desk

May 2025

Download Zoho Desk product report

Overview

SugarCRM is a versatile CRM solution that facilitates communication and organization within a company. Its primary use case includes call and comment logging, account relation, customer detail storage, verification handling, transaction tracking, marketing material management, and payment transaction handling. The most valuable functionalities include customizable exports of graphics, statuses, complaints, and tasks, as well as its scalability, stability, and low cost. It integrates well with Jira and can be easily configured. The platform improves efficiency, productivity, collaboration, communication, and coordination within organizations, while also providing valuable insights and data analytics for informed decision-making.

SugarCRM

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

SugarCRM Platform vs. Zoho Desk

June 2025

Free Report: SugarCRM Platform vs. Zoho Desk

Find out what your peers are saying about SugarCRM Platform vs. Zoho Desk and other solutions. Updated: June 2025.

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