BMC FootPrints Service Core vs Zendesk comparison

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Executive Summary

We performed a comparison between BMC FootPrints Service Core and Zendesk based on real PeerSpot user reviews.

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765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets.""I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions.""The discovery feature is very flexible.""​Ability to auto-generate email messages, process email messages, and approvals.""Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees.""This product solidly handles incident management, problem management, and change management.""It is stable and its technical support is good and quick.""We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

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"Its agility and simplicity are the most valuable features. This tool is very user-friendly.""One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use.""The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket.""It is a scalable solution.""The product offers very good management. It has a great ability to assign tickets based on content.""One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting.""Zendesk Support has a lot of good APIs."

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Cons
"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is.""It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space.""Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket.""The pricing could be a little lower and the product should cover more iTel versions.""It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications.""The mobile version of this product does not support asset management.""It would be nice if they added the ability to go directly to a form via a deep link URL.""Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."

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"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it.""It needs to improve in terms of its flexibility, price, and installation.""The solution could integrate better with QR codes from some websites such as Facebook.""There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us.""The support team is time-consuming, and they don't find the answer to our problem.""One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data.""The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay.""The dashboard could be better."

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Pricing and Cost Advice
  • "Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
  • "Our costs are well over $250,000."
  • "This solution has good pricing."
  • "The licensing for FootPrints is a perpetual license with an annual support fee."
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  • "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
  • "The price is very competitive."
  • "Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
  • "There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
  • "You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
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    Questions from the Community
    Top Answer:It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were… more »
    Top Answer:It's a very stable tool, very powerful.
    Top Answer:You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive. Back then, we were paying $51 per… more »
    Top Answer:It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some… more »
    Ranking
    25th
    out of 59 in Help Desk Software
    Views
    411
    Comparisons
    214
    Reviews
    1
    Average Words per Review
    329
    Rating
    8.0
    10th
    out of 59 in Help Desk Software
    Views
    3,419
    Comparisons
    2,193
    Reviews
    5
    Average Words per Review
    560
    Rating
    8.2
    Comparisons
    Also Known As
    FootPrints Service Core
    Zendesk Support, Zendesk Guide, Zendesk Sell
    Learn More
    Overview
    FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

    Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

    Sample Customers
    Cast & Crew
    Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
    Top Industries
    REVIEWERS
    Healthcare Company43%
    Government14%
    Financial Services Firm14%
    Manufacturing Company14%
    VISITORS READING REVIEWS
    Government20%
    Financial Services Firm14%
    Educational Organization14%
    Healthcare Company11%
    REVIEWERS
    Computer Software Company24%
    Financial Services Firm14%
    Construction Company10%
    Non Profit7%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Educational Organization10%
    Financial Services Firm6%
    University6%
    Company Size
    REVIEWERS
    Small Business40%
    Midsize Enterprise10%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise23%
    Large Enterprise60%
    REVIEWERS
    Small Business46%
    Midsize Enterprise35%
    Large Enterprise19%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise19%
    Large Enterprise56%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. BMC FootPrints Service Core is rated 8.2, while Zendesk is rated 8.2. The top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". BMC FootPrints Service Core is most compared with ServiceNow and BMC Helix ITSM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.