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."The interface and customization are the solution's most valuable features."
"BMC Remedyforce is a good tracking service in general."
"The solution is very good at integrating systems."
"Our staff is able to quickly jump into Remedyforce and understand the tool with minimal training."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"The stability is good. There are no bugs."
"The feature that we like best is the stability of the product."
"It's a stable solution."
"Zendesk Support has a lot of good APIs."
"The stability has been very good."
"The initial setup is simple and straightforward."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."
"The customer service management (CSM) features are in need of improvement."
"The solution's technical support is in need of a lot of improvement."
"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."
"Improve the out-of-the-box ITIL compliance, which would be great for new customers."
"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."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The dashboard could be better."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"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 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."
"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."
"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."
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.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
