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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 8.3. SugarCRM holds a 1.8% mindshare in CCEC, compared to Zoho’s 1.5% 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
  • 90 Views
  • 43 Comparison Views
50% willing to recommend
Zoho Desk
Read 21 Zoho Desk reviews
  • 70 Views
  • 41 Comparison Views
90% willing to recommend
 

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.

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To learn more, read our detailed SugarCRM Platform vs. Zoho Desk Report (Updated: April 2025).
Buyer's Guide
SugarCRM Platform vs. Zoho Desk
April 2025
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Helped 850,028 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
12
Ranking in other categories
CRM (24th), Marketing Automation (8th), Sales Force Automation (9th)
Zoho Desk
Ranking in CRM Customer Engagement Centers
6th
Average Rating
8.2
Reviews Sentiment
7.4
Number of Reviews
21
Ranking in other categories
Help Desk Software (7th)
 

Mindshare comparison

As of May 2025, in the CRM Customer Engagement Centers category, the mindshare of SugarCRM Platform is 1.8%, down from 2.3% compared to the previous year. The mindshare of Zoho Desk is 1.5%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Styliana Araouzou - PeerSpot reviewer
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 - PeerSpot reviewer
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."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"The most valuable aspect of this solution is its low cost."
"It has sales email campaigns, plus integration with Active Directory."
"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"It works well with Jira. You can customize it to fit your needs."
"The product provides communication features like chats and calls."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The product has a lot of features."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The ticketing feature is very easy to use, compared to other systems."
"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 tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
More Zoho Desk pros
 

Cons

"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."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"I would like to see more integration on a mobile platform in the next release."
"It lacks customization, and this is the main reason that we are switching to a different solution."
"I would appreciate it if SugarCRM could support us in on-premise implementation."
"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."
"Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers."
"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"The solution should provide an option to autofill some values while creating tickets."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"Zoho Desk lacks lookup fields for the layouts."
More Zoho Desk cons
 

Pricing and Cost Advice

"Licensing fees are paid on a yearly basis."
"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."
"Zoho Desk is a cost-effective solution."
"Price-wise, Zoho Desk is about 35 USD a month per user."
"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
"The product costs $10 to $25 per user per month."
"Zoho Desk's cost is pretty much okay."
"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."
"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
27%
Engineering Company
16%
Computer Software Company
14%
Real Estate/Law Firm
6%
Educational Organization
53%
Computer Software Company
11%
Manufacturing Company
6%
Government
4%
 

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 price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.
See all answers
What needs improvement with Zoho Desk?
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
See all answers
 

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Product Reports

Buyer's Guide
SugarCRM Platform
April 2025
SugarCRM Platform reportDownload SugarCRM Platform product report
Buyer's Guide
Zoho Desk
April 2025
Zoho Desk reportDownload 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
April 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: April 2025.
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We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.