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."The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is a simple solution that is easy to configure."
"The solution offers good productivity at a low price point."
"This product has helped our organization by allowing people to connect with each other."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"I've used SCSM a lot, and its features are valuable."
"The solution is quite easy to integrate with other Microsoft products."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"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."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"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's a very stable tool, very powerful."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The initial setup is simple and straightforward."
"We rarely had issues with Zendesk."
"The product offers very good management. It has a great ability to assign tickets based on content."
"Mobile application integration would be an improvement."
"The price of this solution is high and it needs to be cheaper."
"They need more integration with open-source products."
"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."
"We would like to see a web-based interface that works on mobile devices."
"Resources for understanding compliance and relative compliance need to be made available."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"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."
"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."
"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."
"The solution itself wasn't easy to set up."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"You couldn't give administrative access to new hires."
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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