we're reviewing our support stack and i've narrowed it down to hubspot service hub vs zendesk. the part i'm struggling with is that this isn't just a support decision. our sales and customer data already lives in a crm, so i'm trying to figure out whether having support tightly connected to that data is actually useful in practice or just sounds good on paper.

for teams that evaluated both:

• what was the biggest reason you picked one over the other?
• did crm integration end up changing how your support team worked?
• how useful were the reporting and customer history features?
• was onboarding straightforward or more work than expected?
• at what company size did the differences start to matter?

i'm less interested in feature lists and more interested in what actually affected day to day operations after the rollout.

what would you choose today and why?