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)."They have a real strength of tracking the asset itself along with the condition of the asset, the maintenance of the asset and who has access to the asset, etc."
"The most valuable feature is the ability to correct maintenance."
"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."
"We were able to scale perfectly."
"There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has."
"The most valuable features of IBM Maximo are the overall power and interface, and there are a lot of different modules that we use that are helpful. Additionally, it's an integrated solution and it has a lot of capabilities."
"The large range of configurability of the product is great, since everyone has a different way of doing things."
"The most valuable feature is asset management maintenance as well as asset management overall."
"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 is a scalable solution."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The initial setup is simple and straightforward."
"Zendesk Support has a lot of good APIs."
"It's a very stable tool, very powerful."
"The stability has been very good."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"This solution could improve by integrating or embedding finances, charts of accounts, and invoicing."
"The latest version is slow due to the power it requires."
"The initial setup was complex, because it is a complex product."
"It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for."
"IBM Maximo can improve the financial support and financial application, to make it more similar to an ERP as opposed to an EAM. Overall they can improve the financial processes."
"Initial setup is a longer process because Maximo is bigger and has more processes."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
"The dashboard could be better."
"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."
"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 support team is time-consuming, and they don't find the answer to our problem."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"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."
"The price of the solution should be reduced."
"The solution could integrate better with QR codes from some websites such as Facebook."
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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