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.
"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."
"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."
"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."
"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."
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.
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