We performed a comparison between BMC FootPrints Service Core and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."
"This product solidly handles incident management, problem management, and change management."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."
"Ability to auto-generate email messages, process email messages, and approvals."
"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"The product offers very good management. It has a great ability to assign tickets based on content."
"We rarely had issues with Zendesk."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"Zendesk Support has a lot of good APIs."
"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 very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The initial setup is simple and straightforward."
"It's very convenient to use."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"The mobile version of this product does not support asset management."
"The pricing could be a little lower and the product should cover more iTel versions."
"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."
"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 dashboard could be better."
"The price of the solution should be reduced."
"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 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."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. BMC FootPrints Service Core is rated 8.2, while Zendesk is rated 8.2. The top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". BMC FootPrints Service Core is most compared with ServiceNow, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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