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."The most important feature, from our perspective, is the integration with our ticketing system. That eliminates wasted motion and time in drafting and sending and finding the right distribution list."
"It just runs. I do not think we have had a single outage; nothing. There has not been a single issue with it in the time that we have had it running. It just works."
"The email integration, the ability to launch from other programs using email triggers, was the primary reason we got the solution and it's been really helpful"
"Powerful conference bridging that rigorously reaches out to stakeholders, which saves time working an issue. The mobile app provides ease of use for our resolvers and mobile push has proven quick and reliable. It also gives us flexibility around creating sometimes complex shifts within an on-call calendar."
"It helps to pull the right people in very quickly, through a collection of utilities where you can say, "I want to notify more than one person at a time. I want to escalate at my discretion and via rules within the system.""
"Even in the first few months, we realized some of those benefits around shortening the time to resolution."
"I personally love VCC because I just think there needs to be more data to support it so we can be more proactive and easily assess the impact. So, I appreciate the visual aspect, but it has to have the data to support it. It has proved very useful, particularly because we have a GSOC that's not technically 24/7. We do have an 800 number that people call 24/7. If something happens, they can easily send Everbridge a notification to activate the team off hours. It is useful in that respect too. We use it in conjunction with teams, but off-hours and for additional people outside of the core team, we use Everbridge, which is useful."
"We have been able to use it to track and verify that people are on the bridge."
"Zendesk Support has a lot of good APIs."
"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's a very stable tool, very powerful."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"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."
"It's very convenient to use."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It is a scalable solution."
"The initial setup was very complex. We did not have a very good experience with our initial deployment. Most of this was due to customizations in our ServiceNow instance."
"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."
"I would like them to add GPS going forward."
"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."
"Explanations are limited to 500 characters in description fields."
"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."
"The company would like to have super detailed analytics, as we integrate this with our security software."
"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."
"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."
"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."
"The dashboard could be better."
"It needs to improve in terms of its flexibility, price, and installation."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
Everbridge IT Alerting is ranked 9th in IT Alerting and Incident Management with 22 reviews while Zendesk is ranked 4th 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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