We performed a comparison between SCSM and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It is one of the most stable solutions in the market."
"The call logging is the solution's most valuable feature. It's very easy to use."
"This solution is easy to use."
"The most valuable feature is the reporting of incidents."
"Many more features than other comparable products."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"It is a simple solution that is easy to configure."
"I've used SCSM a lot, and its features are valuable."
"We rarely had issues with Zendesk."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"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."
"It's a very stable tool, very powerful."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"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."
"It's very convenient to use."
"The product offers very good management. It has a great ability to assign tickets based on content."
"They need more integration with open-source products."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"Once we had an issue with a desktop download that would not open."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"The configuration could be easier."
"I have found SCSM not adequate enough to carry out some functions."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The dashboard could be better."
"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."
"The price of the solution should be reduced."
"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 solution itself wasn't easy to set up."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The solution could integrate better with QR codes from some websites such as Facebook."
SCSM is ranked 14th in Help Desk Software with 23 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. SCSM is rated 7.0, while Zendesk is rated 8.2. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our SCSM vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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