Sugar Serve

Spec sheet

What it does

Sugar Serve is a customer-service CRM for unified customer context, case resolution, workflows, omnichannel engagement and self-service.Read 15 Oct 2026 · sugarai.com

Free plan

NoRead 19 Sep 2026 · sugarcrm.com

Integrations

Sugar supports native connectors and marketplace add-ons, with integrations for ERP and other back-office systems.Read 15 Oct 2026 · sugarai.com

License

Current Sugar Serve products are commercial subscription software rather than open-source releases.Read 15 Oct 2026 · support.sugarai.com

Headquarters

Cupertino, California, United StatesRead 28 Sep 2026 · sugarcrm.com

Founded

2004Read 28 Sep 2026 · sugarcrm.com

API access

YesRead 19 Sep 2026 · sugarcrm.com

API documentation

Sugar publishes versioned Serve REST API, Sidecar and database-schema documentation, including 25.x and 26.x releases.Read 15 Oct 2026 · apidocs.sugarcrm.com

Browser requirements

Use a supported browser with JavaScript and cookies enabled plus network access to the Sugar instance.Read 15 Oct 2026 · support.sugarai.com

Case management

The product centralizes case information and supports tracking requests through resolution.Read 15 Oct 2026 · sugarai.com

Company founding and size

Gartner lists the company as founded in 2004 with 501–1,000 employees.Read 15 Oct 2026 · gartner.com

Company funding

Crunchbase lists SugarAI/SugarCRM as having nine investors, including Accel-KKR and SharesPost Investment Management.Read 15 Oct 2026 · crunchbase.com

Company headquarters

SugarCRM's contact page lists headquarters at 548 Market St PMB 59423, San Francisco, California.Read 15 Oct 2026 · sugarcrm.com

Company legal name

The current site identifies the maker as SugarAI Software Inc., formerly SugarCRM.Read 15 Oct 2026 · sugarai.com

Customer portal

YesRead 19 Sep 2026 · sugarcrm.com

Documentation and support

Documentation includes application, administration, developer, portal, release-note and supported-platform guides, with support portals and knowledge-base resources.Read 15 Oct 2026 · support.sugarai.com

Extensibility

Sugar markets no-code configuration, custom fields, workflows and third-party add-ons through its marketplace.Read 15 Oct 2026 · sugarai.com

Field service

Sugar Serve advertises skill-based scheduling and automated processes for on-demand field service and maintenance.Read 15 Oct 2026 · sugarai.com

Help center

YesRead 19 Sep 2026 · sugarcrm.com

Hosting limit

Sugar Serve 25.2 is available only as SugarCloud hosted SaaS, so current Serve cannot be self-hosted.Read 15 Oct 2026 · support.sugarai.com

Knowledge base

Customers can search knowledge articles, obtain answers and open cases through self-service.Read 15 Oct 2026 · sugarai.com

Limit: complaints about service

Trustpilot reviewers repeatedly described slow issue handling, bugs, convoluted processes, weak support and declining service quality.Read 15 Oct 2026 · trustpilot.com

Limit: integration and performance

Capterra feedback reported third-party plugins not working well, slow loading and pricing that felt high.Read 15 Oct 2026 · capterra.com

Limit: technical complexity

TrustRadius feedback said integrations may require programming expertise and that custom-object interfaces can leave errors or unwanted elements.Read 15 Oct 2026 · trustradius.com

LinkedIn company profile

LinkedIn describes SugarAI as privately held, headquartered in Denver, Colorado, with 501–1,000 employees.Read 15 Oct 2026 · linkedin.com

Mobile support

Sugar's mobile app supports current iPhone, iPad and Android OS ranges, and mobile-browser access is also documented.Read 15 Oct 2026 · support.sugarai.com

Omnichannel engagement

Agents can handle messaging, chat, portal, email and voice interactions while retaining a shared interaction history.Read 15 Oct 2026 · sugarai.com

Praise: customization

TrustRadius reviewers highlighted adaptable designs, customizable messages, mood surveys, auto-responses and API-based modules.Read 15 Oct 2026 · trustradius.com

Praise: usability and support

A Capterra reviewer praised the friendly interface, organized dashboard and responsive support, while noting resolution could sometimes take time.Read 15 Oct 2026 · capterra.com

Public APIs

The platform supports REST and SOAP APIs for integrating existing tools and systems.Read 15 Oct 2026 · sugarai.com

Rating on Apple App Store

4.0 out of 5 from 76 ratingsRead 15 Oct 2026 · apps.apple.com

Rating on Capterra

5.0 out of 5 from 1 reviewRead 15 Oct 2026 · capterra.com

Rating on G2

4.5 out of 5 from 37 reviewsRead 15 Oct 2026 · g2.com

Rating on Gartner Peer Insights

4.5 out of 5 from 251 ratingsRead 15 Oct 2026 · gartner.com

Rating on GetApp

5.0 out of 5 from 1 reviewRead 15 Oct 2026 · getapp.com

Rating on Google Play

3.7 out of 5 from 458 reviewsRead 15 Oct 2026 · play.google.com

Rating on Software Advice

5.0 out of 5 from 1 reviewRead 15 Oct 2026 · softwareadvice.com

Rating on Trustpilot

1.5 out of 5 from 146 reviewsRead 15 Oct 2026 · trustpilot.com

Rating on TrustRadius

9.0 out of 10 from 3 reviewsRead 15 Oct 2026 · trustradius.com

Release update

Serve 25.2.0 added dropdown-management improvements, Doc Merge relationship fields, meeting transcript fields and Discover dashboard-filter enhancements.Read 15 Oct 2026 · support.sugarai.com

Security certifications

Sugar states that its service has SOC 2 Type II and ISO/IEC 27001:2022 certifications.Read 15 Oct 2026 · sugarcrm.com

Security controls

Sugar describes encryption in transit and at rest, firewalls, vulnerability management, SIEM, DLP, penetration testing and a bug-bounty program.Read 15 Oct 2026 · sugarcrm.com

Service-level management

Automated service processes and workflows are intended to help teams meet SLA commitments.Read 15 Oct 2026 · sugarai.com

SLA management

YesRead 19 Sep 2026 · sugarcrm.com

SugarLive

SugarLive provides real-time chat and phone handling for Serve users and requires an Amazon Connect account.Read 15 Oct 2026 · support.sugarcrm.com

Ticket automation

YesRead 19 Sep 2026 · sugarcrm.com

Workflow automation

SugarBPM automates repetitive service processes so agents can focus on higher-value work.Read 15 Oct 2026 · sugarai.com

Plans and prices

Every Sugar Serve plan and price →

Where Specifiction places it

• Help desk software#25 of 1018.5
• Customer Service CRM Software#10 of 268.1