[perch56]

Ehm sorry but no. CRM stands for Customer Relationship Management so … a support ticket is, by definition, a customer relationship event.

Salesforce spending millions to conflate “CRM” with “sales pipeline” was just marketing.

Also, Zendesk calls itself a CRM. Freshdesk’s parent is literally named Freshworks CRM. Gartner and Forrester have always put support under the CRM umbrella.

[deepsun]

I just noted how people typically think, based on my experience in the area. :shrug:

PS: By the way, "Can Zendesk be used as a CRM?": https://www.zendesk.co.uk/blog/can-zendesk-be-used-as-a-crm/