We performed a comparison between BMC Remedyforce [EOL] 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."Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily."
"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."
"The stability is good. There are no bugs."
"The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
"BMC Remedyforce is a good tracking service in general."
"An inexpensive solution that is easy to set up and use without much support."
"The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way."
"The solution is very flexible."
"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."
"We rarely had issues with Zendesk."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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."
"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."
"The stability has been very good."
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."
"The look and feel is very dated."
"The ease of customization needs improvement."
"More flexible ways to change the existing configuration would benefit existing customers."
"It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad."
"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."
"The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution."
"There should be some tool to move SRD and SLA from the sandbox to production."
"The dashboard could be better."
"The price of the solution should be reduced."
"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."
"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."
"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."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. BMC Remedyforce [EOL] is rated 7.8, while Zendesk is rated 8.2. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". BMC Remedyforce [EOL] is most compared with , whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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