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SCSM vs Zendesk Support comparison

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2,929 views|1,992 comparisons
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400 views|256 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between SCSM and Zendesk Support 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.

To learn more, read our detailed SCSM vs. Zendesk Support report (Updated: September 2022).
634,550 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances.""For our cloud-based deployment of SCSM, the Autopilot is the best feature.""It is quite scalable.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."

More SCSM Pros →

"The initial setup is simple and straightforward.""We rarely had issues with Zendesk.""It's very convenient to use.""The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

More Zendesk Support Pros →

Cons
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""I have found SCSM not adequate enough to carry out some functions.""There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly.""It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN.""One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."

More SCSM Cons →

"They have something called Zendesk Explore, which isn't as good as what they had in place previously.""The solution could integrate better with QR codes from some websites such as Facebook.""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."

More Zendesk Support Cons →

Pricing and Cost Advice
  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
  • "The license for SCSM is cheap."
  • More SCSM Pricing and Cost Advice →

  • "The price is very competitive."
  • More Zendesk Support Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    634,550 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:It is an amazing solution but the pricing could be improved to be a little more competitive.
    Top Answer:I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
    Top Answer:Zendesk used to have a whole reporting tool, which they have actually terminated. That has been a small blow for us, however, it used to be a feature where they had that tool that allowed you to just… more »
    Ranking
    10th
    out of 56 in Help Desk Software
    Views
    2,929
    Comparisons
    1,992
    Reviews
    5
    Average Words per Review
    549
    Rating
    7.6
    16th
    out of 56 in Help Desk Software
    Views
    400
    Comparisons
    256
    Reviews
    4
    Average Words per Review
    682
    Rating
    8.8
    Comparisons
    Also Known As
    System Center Service Manager
    Learn More
    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.

    Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

    Offer
    Learn more about SCSM
    Learn more about Zendesk Support
    Sample Customers
    Fibabanka, UMC Health System
    Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
    Top Industries
    REVIEWERS
    Hospitality Company14%
    Comms Service Provider14%
    Government14%
    Construction Company14%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Government17%
    Comms Service Provider11%
    Energy/Utilities Company6%
    VISITORS READING REVIEWS
    Computer Software Company12%
    Comms Service Provider11%
    Educational Organization7%
    Wholesaler/Distributor5%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise29%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise15%
    Large Enterprise62%
    VISITORS READING REVIEWS
    Small Business30%
    Midsize Enterprise13%
    Large Enterprise57%
    Buyer's Guide
    SCSM vs. Zendesk Support
    September 2022
    Find out what your peers are saying about SCSM vs. Zendesk Support and other solutions. Updated: September 2022.
    634,550 professionals have used our research since 2012.

    SCSM is ranked 10th in Help Desk Software with 5 reviews while Zendesk Support is ranked 16th in Help Desk Software with 4 reviews. SCSM is rated 7.6, while Zendesk Support is rated 8.8. The top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". On the other hand, the top reviewer of Zendesk Support writes "Straightforward, very transparent, and very well organized". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Clarity SM, JIRA Service Management and Freshservice, whereas Zendesk Support is most compared with Microsoft Dynamics CRM, Kustomer, Zoho Desk and ConnectWise Manage. See our SCSM vs. Zendesk Support report.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software 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.