If you have an internal CRM and are maintaining a Zendesk integration to create support tickets within your product, you've likely already done half the work needed to instead create those tickets in your own internal CRM tool yourself. This makes a lot of sense.
As someone who's had to maintain a Zendesk integration such as this for a large app it's hard to understate the benefit of having all that support info so close to the rest of your user's data. I have seen a huge amount of effort go into trying to get just the right balance of data in and out of ZD. Also helps alleviate concerns with sharing too much customer data with a third party.
This definitely isn't the right call for everyone, but there's a lot of upside if it can work for your organization.
As someone who's had to maintain a Zendesk integration such as this for a large app it's hard to understate the benefit of having all that support info so close to the rest of your user's data. I have seen a huge amount of effort go into trying to get just the right balance of data in and out of ZD. Also helps alleviate concerns with sharing too much customer data with a third party.
This definitely isn't the right call for everyone, but there's a lot of upside if it can work for your organization.