Difference between ticketing solutions (Zendesk, Jira) and client portals (Salesforce, HubSpot)

Difference between client portals and ticketing solutions
* client portals allow for many features such as self service, FAQs, AI powered recommendations, customizations in addition to ticket management
* ticketing solutions - ticket automation, reporting, triggers, customizable client views for tickets

How to decide which one to choose
* for a high issue/ticketing environment (B2C or B2B to SMB) ticketing solutions such as Zendesk, Zoho etc might be the way to go.
* for creating a fuller experience for enterprise clients client portals is more appropriate.
* For budget conscious businesses HubSpot
* For others who are willing to spend more - Salesforce might be the way to go

Is pricing the only consideration?
* not at all. There are some other points to consider
* client portals/crm foster the deeper internal colloboration between Sales, Success and Support orgs - very critical
* When high workflow is needed to meet SLAs maybe a Zendesk is the way to go
* Hubspot might be a more economical option but if high customization is needed SFDC is the way to go
* HubSpot is much easier to manage and does not need a dedicated admin

* no one size fits all

#salesforce #hubspot #zendesk #customersuccess #customersupport