

Control-M and Zendesk compete in the enterprise software market, offering solutions for workload automation and customer service management, respectively. Control-M appears advantageous for businesses with complex environments seeking high-level automation due to its robust workload management capabilities, whereas Zendesk excels in improving customer service interactions through seamless integration and multi-channel support.
Features: Control-M offers workflow automation with cross-platform support, integration with major business applications like SAP and Oracle, and advanced job scheduling. Zendesk provides ticket management, multi-channel support, and customizable integrations, enhancing customer service through efficient communication and workflow.
Room for Improvement: Control-M can enhance its reporting and output analysis flexibility, and improve its user interface. Zendesk could improve customization options, reporting accuracy, and the robustness of its Help Center and ticket management features.
Ease of Deployment and Customer Service: Control-M is suited for complex infrastructures but requires significant technical expertise for deployment. Customer support is strong with strategic assistance. Zendesk's cloud-based setup is quick and user-friendly for mid-sized enterprises, although self-service capabilities could advance.
Pricing and ROI: Control-M demands a high upfront investment, making it ideal for large enterprises expecting ROI through operational efficiency. Zendesk uses a per-agent pricing model which might be costly for large teams, yet delivers high ROI by enhancing customer interactions and reducing manual workloads.
The main return on investment with Helix Control-M has been a reduction in downtime and minimization of manual interventions, which has improved our operational efficiency.
You can run a million batch jobs or tasks at night when all of your highly skilled people are at home sleeping.
By implementing automation tools, you can minimize human errors and improve efficiency.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Time saved is definitely a benefit because it puts all of our tickets in one spot.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
They quickly evolve with changing technology trends, easily adopt new features, and incorporate them into the product.
The support is accurate, and BMC is always ready to help with queries and complex incidents.
The technical support is very polite, helpful, and available 24/7.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
Our license doesn't limit our ability to configure Control-M as needed, allowing us to easily create new agents or environments.
I am paying for a top-end tool which rarely experiences issues, with most problems stemming from the applications being managed rather than the tooling itself.
It can absorb more workload wherever needed.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
Control-M itself is robust, and it would receive a rating of 10.
The downtime is higher compared to AWS.
The testing and development phases need to be more rigorous before releasing patches.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
The stability has been quite reliable.
They could provide more documentation and tutorials to make the initial setup easier to understand.
We've experienced main problems with MFTE where having one setup means when an error occurs, the entire service goes down.
Documentation should be maintained for all versions since they provided the application.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
The licensing cost is very high, and they often consider switching to IBM Workload Scheduler or other options.
Control-M tends to be more expensive compared to other solutions, but users get great value from it.
Control-M is among the highest-priced solutions in the market.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
Automation is more advanced, deployment is fast, and version control has been simplified.
The user interface is comprehensive and lets me view all my jobs on one page, monitor everything, and access the job history.
If I have a staff that operates Control-M on Windows Server, they will easily pick it up if they need to run it on Unix or mainframes. It's the same interface, saving time and improving efficiency.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
| Product | Market Share (%) |
|---|---|
| Control-M | 4.5% |
| Zendesk | 6.2% |
| Other | 89.3% |

| Company Size | Count |
|---|---|
| Small Business | 37 |
| Midsize Enterprise | 23 |
| Large Enterprise | 140 |
| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
Control-M SaaS by BMC is tailored for growing teams, offering essential orchestration for managing hybrid cloud workflows starting at $29,000 annually.
Control-M integrates automation, orchestration, and a user-friendly interface to streamline workflows across banking, DevOps, and cloud environments. Key modules like Managed File Transfer and cross-platform support simplify job monitoring, while Batch Impact Manager enhances scheduling. Despite its capabilities, improvements in output analysis, reporting customization, offline access, and API integration are desired by users.
What are Control-M's key features?Control-M is implemented in industries such as finance and enterprise operations, aiding in automating batch processing across platforms like SAP and Teradata. It integrates with secure file transfers, ERP systems, and databases, whether deployed on-premises or cloud, ensuring seamless operation optimization.
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.
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