We performed a comparison between IBM Maximo and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about IBM, IFS, Infor and others in Enterprise Asset Management (EAM)."The most valuable feature is asset management maintenance as well as asset management overall."
"We were doing all kinds of paperwork for every type of order and to maintain our assets but with the use of the IBM Maximo application, we can automate a lot of the processes."
"It can be particularly useful for power line operations, enabling linemen in the field to gather information and send it across the country as well as different parts of the world."
"IBM Maximo is the best software for assets management."
"IBM Maximo is a very strong and powerful tool in the market…Scalability-wise, I rate the solution a ten out of ten."
"The most valuable feature is the ability to correct maintenance."
"We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets."
"I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."
"It's a very stable tool, very powerful."
"Zendesk Support has a lot of good APIs."
"The stability has been very good."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It's very convenient to use."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"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."
"This solution could improve by integrating or embedding finances, charts of accounts, and invoicing."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"Vendor management needs enhancement."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"Could use some alignment regarding some standards and the tracking of the IT assets. Even though they have all of the information (i.e. where are the assets, who owns the asset, etc.), they were not mapping it to different cyber standards."
"The pricing model of the solution has room for improvement as well as the after-sales support."
"The initial setup was complex, because it is a complex product."
"It's not user-friendly. It could use shortcuts for frequently requested services."
"The solution could integrate better with QR codes from some websites such as Facebook."
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The support team is time-consuming, and they don't find the answer to our problem."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The solution itself wasn't easy to set up."
"You couldn't give administrative access to new hires."
"The price of the solution should be reduced."
IBM Maximo is ranked 1st in Enterprise Asset Management (EAM) with 23 reviews while Zendesk is ranked 5th in CRM Customer Engagement Centers with 57 reviews. IBM Maximo is rated 8.0, while Zendesk is rated 8.2. The top reviewer of IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". On the other hand, the top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". IBM Maximo is most compared with ServiceNow, JIRA Service Management, ABB Ability Asset Suite EAM, IFS Cloud Platform and NetSuite ERP, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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