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IBM SmartCloud Control Desk vs salesforce.com Desk.com [EOL] comparison

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Buyer's Guide
Help Desk Software
April 2024
Executive Summary

We performed a comparison between IBM SmartCloud Control Desk and salesforce.com Desk.com [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: April 2024).
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767,319 professionals have used our research since 2012.
Featured Review
Klemen Muhvič
Has centralization and asset management features, and a helpful and knowledgeable technical support team
The main benefit my company gets from IBM SmartCloud Control Desk is centralization because previously, you had to have multiple tools for certain... Read more →
Anonymous User
Documentation and API integration have room for improvement. We eventually switched to Zendesk and are much happier.
Yes, we learned to be more careful about selecting products and we ended up using a different product which is superior.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
  • "It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."
  • "The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."
  • "The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a yearly license. There's no additional cost. It's just the license that you need to pay for to use IBM SmartCloud Control Desk."

    • More IBM SmartCloud Control Desk Pricing and Cost Advice →

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    Questions from the Community
    What do you like most about IBM SmartCloud Control Desk?
    Top Answer:A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset… more »
    Read all 8 answers   →
    What is your experience regarding pricing and costs for IBM SmartCloud Co...
    Top Answer:The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a… more »
    Read all 6 answers   →
    What needs improvement with IBM SmartCloud Control Desk?
    Top Answer:What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most… more »
    Read all 8 answers   →
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    Earn 20 points

    Ranking
    22nd
    out of 59 in Help Desk Software
    Views
    611
    Comparisons
    337
    Reviews
    1
    Average Words per Review
    1,117
    Rating
    8.0
    Unranked
    In Help Desk Software
    Comparisons
    Also Known As
    SmartCloud Control Desk
    Desk.com, Salesforce Assistly
    Learn More
    IBM
    Salesforce
    Overview
    IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.

    Desk.com's all-in-one support app has everything fast-growing business need to provide fast, awesome customer service. It's easy to get up and running. You can see all of your cases in one place and engage with customers across all channels (Twitter, Facebook, phone, email, chat, and discussion boards) in one easy-to-use desktop, and get the insights you need to grow your business. Desk.com automatically integrates with Salesforce and scales no matter how big your business grows. Desk.com is used by thousands of companies including Yelp, Asana, Disqus, Square, iHeartRadio, Munchery, and One Kings Lane.

    Sample Customers
    St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
    One Kings Lane, Munchery, ZenPayroll, Spotify, SoundCloud, Pandora
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm12%
    Energy/Utilities Company9%
    Government9%
    No Data Available
    Company Size
    REVIEWERS
    Small Business67%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business26%
    Midsize Enterprise8%
    Large Enterprise66%
    No Data Available
    Buyer's Guide
    Help Desk Software
    April 2024
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    IBM SmartCloud Control Desk is ranked 22nd in Help Desk Software with 9 reviews while salesforce.com Desk.com [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software. IBM SmartCloud Control Desk is rated 7.6, while salesforce.com Desk.com [EOL] is rated 4.0. The top reviewer of IBM SmartCloud Control Desk writes "Stable but clunky and lacks a user interface". On the other hand, the top reviewer of salesforce.com Desk.com [EOL] writes "Documentation and API integration have room for improvement. We eventually switched to Zendesk and are much happier. ". IBM SmartCloud Control Desk is most compared with ServiceNow and SymphonyAI IT Service Management, whereas salesforce.com Desk.com [EOL] is most compared with .

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    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.