Needed to compare options for a ticketing system replacement. Focused on RevOps needs: integration depth with CRM, automation limits, and reporting data access.
I built this spreadsheet looking at Zendesk, Freshdesk, HubSpot Service Hub, Kustomer, Gladly, and Intercom. Criteria include:
- Native CRM sync (objects, field mapping, bi-directional updates)
- API call limits and webhook support
- Custom report building and data export
- Omnichannel routing rules (slack, email, chat logic)
- Cost at 25, 50, and 100 agent tiers
Key gaps found:
* Several platforms treat CRM data as read-only in certain contexts.
* Automation workflows often have a low ceiling on steps or actions per month.
* Raw data access for external BI tools varies widely.
Spreadsheet is view-only. Let me know if you spot errors or have data points to add.
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