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 has greatly improved our company's ability to accurately track and create new records."
"The feature that we like best is the stability of the product."
"The solution is very flexible."
"Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily."
"The interface and customization are the solution's most valuable features."
"ITIL best practices and smart practices are efficient in calculating the performance of services provided."
"The reporting is very good and you can do incident matching."
"Our staff is able to quickly jump into Remedyforce and understand the tool with minimal training."
"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."
"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."
"Zendesk Support has a lot of good APIs."
"It's very convenient to use."
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."
"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."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
"There should be some tool to move SRD and SLA from the sandbox to production."
"The solution's technical support is in need of a lot of improvement."
"The customer service management (CSM) features are in need of improvement."
"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."
"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."
"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."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The solution itself wasn't easy to set up."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The dashboard could be better."
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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