We performed a comparison between Everbridge IT Alerting and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about PagerDuty, Atlassian, Everbridge and others in IT Alerting and Incident Management."It's a lot easier to create and manage schedules, especially in comparison to the on-call scheduling creation in ServiceNow. That has always been something of a bear to operate. We've found it's a lot simpler in Everbridge."
"The system has a lot of great features and they keep adding to it."
"Even in the first few months, we realized some of those benefits around shortening the time to resolution."
"The rotation and replacement options save our managers a lot of time."
"People are able to join a bridge with one press of a button. It gives us the ability to contact the correct people via rules, based on conditions."
"The rules option has been helpful, as we can adjust the conditions in the template."
"Valuable features include having the Calendar built in. That allows for on-call rotation to be set once and left alone. Also, Slack Integration enables us to have all the information from an incident and discussions documented through Slack, without input."
"The most valuable feature is automated escalation, as it eliminates a manual process which is prone to errors."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"We rarely had issues with Zendesk."
"It's a very stable tool, very powerful."
"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."
"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."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's very convenient to use."
"What I would like to see is vendor alerting. It's not structured to take into account that users outside of our environment, users outside of IT, may not be in the group. IBM is an outside vendor for us, and we have IBM CEs who come in on a regular basis. If there's a problem, we call those vendors in. That should be tied into the system where we can say that vendors A, B, and C have these users and we want them available to come into the office when there's an issue. We want to be able to alert them in the same way we alert internally."
"The integration with other solutions needs improvement... Due to issues with the libraries provided by Everbridge, we have not been able to integrate IT Alerting with our incident management tool."
"They still have a limitation due to their partner, I believe it's Twilio, where, if you're on an incident call, there is a four-hour time limit. We often have calls that go over four hours in length so people have to drop and rejoin to reset their four-hour timer. It's a minor inconvenience, but it's not ideal."
"One thing that could be improved would be to enable the mobile app to more easily display published calendars via the Member Portal. Currently, it is quite difficult."
"It could use more enhancement type integrations, but no improvements to functionality are needed."
"Their integration capabilities are still progressing, but not quite where we'd like to see them yet. They're moving there with that orchestration capability where they're seeing the potential of an API-first mentality. So instead of trying to build custom connections into everything, you open up APIs to allow other systems to talk to IT Alerting and allow IT Alerting to talk to other systems. There is room for improvement, but they get it."
"An ability to get to the database that houses our information would be great. Currently, we are at the mercy of Everbridge and, if they do not have the function built, we cannot gather the information that we would like."
"I swapped two people's weeks, and at least from what I saw, I had to do each day individually. It would be nice if I could swap two people's weeks without having to do it each day."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The solution itself wasn't easy to set up."
"The solution could integrate better with QR codes from some websites such as Facebook."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"You couldn't give administrative access to new hires."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The support team is time-consuming, and they don't find the answer to our problem."
"The dashboard could be better."
Everbridge IT Alerting is ranked 9th in IT Alerting and Incident Management with 22 reviews while Zendesk is ranked 5th in CRM Customer Engagement Centers with 57 reviews. Everbridge IT Alerting is rated 8.8, while Zendesk is rated 8.2. The top reviewer of Everbridge IT Alerting writes "We have seen substantial savings with its usage as it drives down our MTTR". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Everbridge IT Alerting is most compared with PagerDuty Operations Cloud, ServiceNow, OnSolve Platform for Critical Event Management, xMatters and Opsgenie, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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