We performed a comparison between Everbridge IT Alerting and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about PagerDuty, Atlassian, Everbridge and others in IT Alerting and Incident Management."I manage the platform, and I don't really use it. The scheduling aspect of it is valuable where you create your groups and then either manually or via API call, you can initiate an alert. It'll look at the schedule and only contact those people who are on-call. So, it takes the guesswork out."
"The email integration, the ability to launch from other programs using email triggers, was the primary reason we got the solution and it's been really helpful"
"With SaaS, we can implement in other regions without having to physically go to there."
"It's a lot easier to create and manage schedules, especially in comparison to the on-call scheduling creation in ServiceNow. That has always been something of a bear to operate. We've found it's a lot simpler in Everbridge."
"It's mainly for mass notification and pooling of contacts. Pooling of customers is valuable."
"I personally love VCC because I just think there needs to be more data to support it so we can be more proactive and easily assess the impact. So, I appreciate the visual aspect, but it has to have the data to support it. It has proved very useful, particularly because we have a GSOC that's not technically 24/7. We do have an 800 number that people call 24/7. If something happens, they can easily send Everbridge a notification to activate the team off hours. It is useful in that respect too. We use it in conjunction with teams, but off-hours and for additional people outside of the core team, we use Everbridge, which is useful."
"You can configure the tool to escalate if no action is taken within a certain time period. That avoids sending off an alert that nobody deals with and where nobody knows that nobody has dealt with it."
"The post mortem reports are descriptive, indicating who joined the call and when."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It's a very stable tool, very powerful."
"Zendesk Support has a lot of good APIs."
"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."
"The stability has been very good."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is a scalable solution."
"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."
"The feature that xMatters has that Everbridge doesn't have, or has in a limited way, is a method of funneling some alerts, as an FYI, to other stakeholders who are not necessarily prime actors in an incident."
"The ability for members to change their schedules, and change the person their swapping with, could use improvement. The GUI is a little tough to navigate. It's not very straightforward when someone is trying to change schedules."
"I swapped two people's weeks, and at least from what I saw, I had to do each day individually. It would be nice if I could swap two people's weeks without having to do it each day."
"The initial setup was very complex. We did not have a very good experience with our initial deployment. Most of this was due to customizations in our ServiceNow instance."
"The integration with other solutions needs improvement... Due to issues with the libraries provided by Everbridge, we have not been able to integrate IT Alerting with our incident management tool."
"I would like to have a little bit more flexibility in the member portal."
"Explanations are limited to 500 characters in description fields."
"You have to create schedules in Everbridge. It would be better if it could tie into an existing solution, such as Microsoft Exchange or Google Calendar, so that you don't have to create it in both places. That's one thing it lacks right now. You can't just say, "Hey, look at this Microsoft calendar. That's what we want to use." You have to create it in Everbridge."
"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."
"The dashboard could be better."
"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."
"The support team is time-consuming, and they don't find the answer to our problem."
"The price of the solution should be reduced."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
Everbridge IT Alerting is ranked 9th in IT Alerting and Incident Management with 22 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. Everbridge IT Alerting is rated 8.8, while Zendesk is rated 8.2. The top reviewer of Everbridge IT Alerting writes "We have seen substantial savings with its usage as it drives down our MTTR". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Everbridge IT Alerting is most compared with PagerDuty Operations Cloud, ServiceNow, OnSolve Platform for Critical Event Management, xMatters and Opsgenie, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
We monitor all IT Alerting and Incident Management 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.
