We performed a comparison between IBM Maximo and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about IBM, IFS, Oracle and others in Enterprise Asset Management."The most valuable feature is asset management maintenance as well as asset management overall."
"IBM Maximo is a very strong and powerful tool in the market…Scalability-wise, I rate the solution a ten out of ten."
"The ability to configure and integrate it with other solutions for ERP."
"We were able to scale perfectly."
"I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."
"The incident management feature is good because it allows you to keep track of and classify issues."
"There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has."
"It can be particularly useful for power line operations, enabling linemen in the field to gather information and send it across the country as well as different parts of the world."
"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 feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The stability has been very good."
"The initial setup is simple and straightforward."
"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."
"Zendesk Support has a lot of good APIs."
"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."
"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."
"It's not user-friendly. It could use shortcuts for frequently requested services."
"Coding can be complex when customization is required."
"Although you can create notifications with Maximo, the configuration and options could be improved."
"It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
"It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning."
"It's quite reliable, but new versions often are not too stable. They bring in enhancements but they break other stuff."
"There are always ways to improve and make things better."
"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."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The solution itself wasn't easy to set up."
"The dashboard could be better."
"The solution could integrate better with QR codes from some websites such as Facebook."
IBM Maximo is ranked 1st in Enterprise Asset Management with 23 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. IBM Maximo is rated 8.0, while Zendesk is rated 8.2. The top reviewer of IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". IBM Maximo is most compared with ServiceNow, NetSuite ERP, JIRA Service Management, ABB Ability Asset Suite EAM and IFS Cloud Platform, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
We monitor all Enterprise Asset Management 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.
