"Its capabilities let us organize our work."
"The most valuable features are the ability to create work orders and preventative maintenance."
"The most valuable features of IBM Maximo are the overall power and interface, and there are a lot of different modules that we use that are helpful. Additionally, it's an integrated solution and it has a lot of capabilities."
"There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has."
"Provides great flexibility."
"The most valuable feature is asset management maintenance as well as asset management overall."
"We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets."
"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."
"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."
"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."
"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 to move over my customer experience team tickets for different specialists is very valuable for my team."
"It's very convenient to use."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The initial setup is simple and straightforward."
"Maximo is a big system, so the initial setup is complex."
"Although you can create notifications with Maximo, the configuration and options could be improved."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"Vendor management needs enhancement."
"Could use some alignment regarding some standards and the tracking of the IT assets. Even though they have all of the information (i.e. where are the assets, who owns the asset, etc.), they were not mapping it to different cyber standards."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for."
"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."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"You couldn't give administrative access to new hires."
"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 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 solution itself wasn't easy to set up."
"The price of the solution should be reduced."
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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