We performed a comparison between BMC Remedyforce [EOL] and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The stability is good. There are no bugs."
"An inexpensive solution that is easy to set up and use without much support."
"It's a stable solution."
"The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way."
"The solution is very good at integrating systems."
"The solution is very flexible."
"The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
"If a company needs to expand the solution, they are able to do so. It is quite scalable."
"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."
"Zendesk Support has a lot of good APIs."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"It's a very stable tool, very powerful."
"We rarely had issues with Zendesk."
"It's very convenient to use."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
"The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution."
"More flexible ways to change the existing configuration would benefit existing customers."
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."
"It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it."
"The solution's technical support is in need of a lot of improvement."
"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."
"The look and feel is very dated."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The solution could integrate better with QR codes from some websites such as Facebook."
"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."
"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."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The solution itself wasn't easy to set up."
"You couldn't give administrative access to new hires."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. BMC Remedyforce [EOL] is rated 7.8, while Zendesk is rated 8.2. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". BMC Remedyforce [EOL] is most compared with , whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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