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SCSM vs Sendbird comparison

Microsoft and Sendbird are both solutions in the Help Desk Software category. Microsoft is ranked #11 with an average rating of 7.6, while Sendbird is ranked #12 with an average rating of 8.1. Microsoft holds a 1.8% mindshare in HDS, compared to Sendbird’s 0.5% mindshare. Additionally, 64% of Microsoft users are willing to recommend the solution, compared to 87% of Sendbird users who would recommend it.
SCSM
Read 27 SCSM reviews
  • 1,026 Views
  • 903 Comparison Views
64% willing to recommend
Sendbird
Read 7 Sendbird reviews
  • 425 Views
  • 310 Comparison Views
87% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SCSM and Sendbird compete in communication and service management. Sendbird tends to have the upper hand due to its advanced communication features and scalability. SCSM stands out for its integrated service management capabilities and pricing.

Features: SCSM offers comprehensive IT service management tools, seamless integration with Microsoft ecosystems, and automated workflows. Sendbird provides real-time messaging, rich messaging features, and scalability for large user bases.

Room for Improvement: SCSM could enhance user interface design, expand beyond Microsoft integration, and improve mobile support. Sendbird might focus on reducing setup complexity, enhancing data storage options, and lowering pricing for small businesses.

Ease of Deployment and Customer Service: SCSM benefits from seamless integration with Microsoft technologies, facilitating deployment, though it requires initial knowledge for optimal setup. It offers strong IT-related customer support. Sendbird offers quick cloud-based deployment with comprehensive API support, emphasizing user-friendly integration and robust customer assistance for communication functions.

Pricing and ROI: SCSM typically presents lower setup costs and delivers strong ROI through streamlined IT management and automation. Sendbird has a higher initial cost but provides substantial ROI by boosting customer satisfaction and engagement through enhanced communication services.

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Buyer's Guide
SCSM vs. Sendbird
September 2025
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.0
SCSM offers high ROI by saving time via remote operations, despite reporting issues and limited feature enhancements.
Sentiment score
1.0
Sendbird improved ROI by streamlining communication, enhancing engagement, increasing user retention, reducing costs, and boosting customer satisfaction.
 

Customer Service

Sentiment score
6.3
Microsoft's SCSM support is responsive and professional, but users cite inconsistent resolution times and reliance on partners.
Sentiment score
6.0
The Sendbird support team is friendly and responsive, but struggles with technical issues; users prefer using documentation.
When we get up to Microsoft, I would rate it an eight or nine.
Response times are slow, and engineers often lack the necessary product knowledge.
For more quotes and insights, download the SCSM report
No quotes available
For more quotes and insights, download the Sendbird report
 

Scalability Issues

Sentiment score
7.2
SCSM is scalable, adaptable, integrates well, but may have issues with slowness and complexity in larger implementations.
Sentiment score
6.3
Sendbird efficiently manages high-traffic, supports scalability, minimizes documentation reliance, and reliably handles thousands of users despite occasional SDK issues.
From an admin point of view, Intune has more features and is easier to manage.
For more quotes and insights, download the SCSM report
The scalability is quite effective.
For more quotes and insights, download the Sendbird report
 

Stability Issues

Sentiment score
7.3
SCSM is highly reliable, with improved stability in recent versions and performance rated between eight and ten.
Sentiment score
6.0
Sendbird is largely stable with minor issues like URL thumbnails and read receipts, earning user ratings of 7-8/10.
The SCSM is stable.
For more quotes and insights, download the SCSM report
Sendbird works well overall, the stability is sometimes affected by chat lists being randomly ordered rather than in chronological order.
For more quotes and insights, download the Sendbird report
 

Room For Improvement

SCSM's Self-Service portal is criticized for lack of usability, integration, mobile support, and user-friendly features.
Sendbird faces challenges with SDK delay, high costs, integration issues, and support, needing feature enhancements and better documentation.
We have to always try to hire some maintenance hours from external companies to fix small things that maybe would be faster if we could get it in-house, but because of the lack of information, we lose a lot of time solving some small problems.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
For more quotes and insights, download the SCSM report
The documentation for integrating with the Flutter framework is lacking detailed information.
For more quotes and insights, download the Sendbird report
LuisSanchez3 - PeerSpot reviewerPraveenSharma3 - PeerSpot reviewerPranay Koley - PeerSpot reviewer
 

Setup Cost

Enterprise buyers find SCSM pricing competitive but complex, influenced by licensing models, integration requirements, and additional support costs.
Enterprise users find Sendbird expensive, with high starting prices and costly customization, affecting switching and trial decisions.
No quotes available
For more quotes and insights, download the SCSM report
The subscription cost is quite high, which prevents us from subscribing before the project completion and user testing.
For more quotes and insights, download the Sendbird report
 

Valuable Features

SCSM is a scalable, user-friendly IT service management platform with integration, reporting, and security features ideal for ITIL processes.
Sendbird provides scalable, real-time chat features with intuitive API management, supporting large groups and including statuses and reactions.
SCCM provides remote tool functionality, which is not in Intune.
If it is correctly configured, you can access and give service quickly to all the end users.
For more quotes and insights, download the SCSM report
Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value.
For more quotes and insights, download the Sendbird report
PraveenSharma3 - PeerSpot reviewerLuisSanchez3 - PeerSpot reviewerPranay Koley - PeerSpot reviewer
 

Categories and Ranking

SCSM
Ranking in Help Desk Software
11th
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
IT Service Management (ITSM) (10th)
Sendbird
Ranking in Help Desk Software
12th
Average Rating
8.2
Reviews Sentiment
5.7
Number of Reviews
7
Ranking in other categories
Enterprise Social Software (8th)
 

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of SCSM is 1.8%, down from 1.9% compared to the previous year. The mindshare of Sendbird is 0.5%, up from 0.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Market Share Distribution
ProductMarket Share (%)
SCSM1.8%
Sendbird0.5%
Other97.7%
Help Desk Software
 

Featured Reviews

LuisSanchez3 - PeerSpot reviewer
Current setup enables smooth problem-solving but lacks comprehensive guidance and local support
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.
Read full review
Pranay Koley - PeerSpot reviewer
Facilitates user communication with rich features
In our company, we are using Sendbird for building a chat feature within our salon application.  I am using the Flutter framework to implement the chat feature, which facilitates communication between users and businesses, specifically salon shops There are many useful features with Sendbird. I…
Read full review
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Top Industries

By visitors reading reviews
Government
25%
Computer Software Company
9%
University
8%
Financial Services Firm
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise6
Large Enterprise14
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise4
 

Questions from the Community

What do you like most about SCSM?
The solution offers good productivity at a low price point.
See all answers
What is your experience regarding pricing and costs for SCSM?
I am not sure about the pricing as I do not have experience with it.
See all answers
What needs improvement with SCSM?
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring...
See all answers
What is your experience regarding pricing and costs for Sendbird?
Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quite high, which prevents us from subscribing before the project completion and use...
See all answers
What needs improvement with Sendbird?
The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused...
See all answers
What is your primary use case for Sendbird?
In our company, we are using Sendbird for building a chat feature within our salon application. I am using the Flutter framework to implement the chat feature, which facilitates communication betwe...
See all answers
 

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Zendesk vs Sendbird Logo
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Compared 100% of the time
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Product Reports

Buyer's Guide
SCSM
September 2025
SCSM reportDownload SCSM product report
Buyer's Guide
Enterprise Social Software
September 2025
Sendbird reportDownload Sendbird product report
 

Also Known As

System Center Service Manager
Sendbird Calls, Sendbird Desk
 

Overview

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
Microsoft

Sendbird offers scalable, API-driven chat features tailored for real-time messaging, supporting ease of integration and robust developer tools.

Sendbird is known for its scalability in managing extensive chat groups and API-based operations, complemented by an effective developer portal. It offers real-time messaging with features like file transfer, receipt IDs, typing indicators, and message reactions, all enhancing communication. The platform optimizes reliability through metadata and online/offline messaging capabilities. However, users experience challenges with SDK connection delays, URL thumbnail generation, and message display, particularly during version transitions. Concerns about pricing, support, and documentation quality, as well as the absence of audio/video calls and analytics tools, are mentioned.

What are Sendbird's most noteworthy features?
  • API-Based Approach: Offers seamless integration for various app functionalities.
  • Real-Time Messaging: Facilitates file transfer, typing indicators, and message reactions.
  • Scalability: Supports large chat groups with robust management capabilities.
  • Developer Portal: Provides comprehensive tools for customization and optimization.
What should users expect in terms of benefits and ROI?
  • Efficiency in Communication: Chat room management enhances user interaction.
  • Reliability: Provides optimized messaging capabilities even with high user loads.
  • Scalability: Grows with business needs, handling expansive communication requirements.
  • Versatile Applications: Supports sector-specific implementations like healthcare and travel.

Sendbird is implemented across industries for chat functionality. In travel, it connects users with flight attendants; in business, it facilitates customer interactions. Healthcare utilizes it for patient-doctor consultations. Social media and real-time applications employ it for chats and video calls, optimizing communication in mobile apps and enhancing user and business interactions in salon applications.

Sendbird
 

Sample Customers

Fibabanka, UMC Health System
Information Not Available
Buyer's Guide
SCSM vs. Sendbird
September 2025
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