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."Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily."
"If a company needs to expand the solution, they are able to do so. It is quite scalable."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"The reporting is very good and you can do incident matching."
"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 knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
"An inexpensive solution that is easy to set up and use without much support."
"The product offers very good management. It has a great ability to assign tickets based on content."
"We rarely had issues with Zendesk."
"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."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It is a scalable solution."
"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."
"It's very convenient to use."
"The ease of customization needs improvement."
"The solution's technical support is in need of a lot of improvement."
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."
"The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs."
"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."
"Improve the out-of-the-box ITIL compliance, which would be great for new customers."
"There should be some tool to move SRD and SLA from the sandbox to production."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
"The solution itself wasn't easy to set up."
"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."
"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 support team is time-consuming, and they don't find the answer to our problem."
"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."
"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."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"The solution could integrate better with QR codes from some websites such as Facebook."
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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