We performed a comparison between ManageEngine SupportCenter Plus 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 most valuable features are the ITIL compliance and billing."
"We have found the reporting in this product to be very useful."
"The product is very scalable and stable when used as a help desk once it is built out."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"It's a very stable tool, very powerful."
"It's very convenient to use."
"The stability has been very good."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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."
"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."
"I would like to see some kind of project management or portfolio management in a future version."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The tech support is terrible and that seems to be a part of their business plan."
"There is no cloud-based version and it would be helpful if it were available."
"The product is very difficult to use and configure and requires specialists."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The solution itself wasn't easy to set up."
"The support team is time-consuming, and they don't find the answer to our problem."
"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."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"You couldn't give administrative access to new hires."
"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,"
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ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software while Zendesk is ranked 10th in Help Desk Software with 57 reviews. ManageEngine SupportCenter Plus is rated 7.8, while Zendesk is rated 8.2. The top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". ManageEngine SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus, Zoho Desk and Dameware Remote Support, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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