We performed a comparison between IBM Maximo and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about IBM, IFS, Oracle and others in Enterprise Asset Management."They have a real strength of tracking the asset itself along with the condition of the asset, the maintenance of the asset and who has access to the asset, etc."
"It is configurable, where you can add extra fields to screens and to the database."
"The ability to configure and integrate it with other solutions for ERP."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"IBM Maximo is the best software for assets management."
"Work order management and scalability enables the businesses' needs to be met."
"The most valuable feature is asset management maintenance as well as asset management overall."
"Provides great flexibility."
"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."
"We rarely had issues with Zendesk."
"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."
"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."
"It is a scalable solution."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It's a very stable tool, very powerful."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"Revision management of file attachments."
"The pricing model of the solution has room for improvement as well as the after-sales support."
"Coding can be complex when customization is required."
"The solution is not stable. We can have one day when it is stable and another day it is not. Sometimes it crashes or becomes very slow, and there are times we are not even able to download all the databases. Without the database, we cannot work on that application. These are the small glitches, and stability issues we are facing."
"Vendor management needs enhancement."
"This solution could improve by integrating or embedding finances, charts of accounts, and invoicing."
"It's quite reliable, but new versions often are not too stable. They bring in enhancements but they break other stuff."
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The solution could integrate better with QR codes from some websites such as Facebook."
"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."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The solution itself wasn't easy to set up."
IBM Maximo is ranked 1st in Enterprise Asset Management with 23 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. IBM Maximo is rated 8.0, while Zendesk is rated 8.2. The top reviewer of IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". IBM Maximo is most compared with ServiceNow, NetSuite ERP, JIRA Service Management, ABB Ability Asset Suite EAM and IFS Cloud Platform, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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