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Thanks, just a note that by "CRM" people typically think of Sales (Salesforce, Hubspot etc), not Support (zendesks and freshdesks).

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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.

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/

Hmm… In my mind "CRM" is "Customer Relationship Management", and I use Fernand to manage relationships with my customers :-)

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