We performed a comparison between Motadata ServiceOps and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The documentation for beginners is easily available online and very useful."
"It's a very stable tool, very powerful."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It is a scalable solution."
"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 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."
"The product offers very good management. It has a great ability to assign tickets based on content."
"We have noticed that sometimes we have a delay in action on technical support issues due to time differences."
"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."
"You couldn't give administrative access to new hires."
"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."
"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."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"It wasn't easy to set up so we're only using a third of all of the features,"
"It needs to improve in terms of its flexibility, price, and installation."
"The solution itself wasn't easy to set up."
Earn 20 points
Motadata ServiceOps is ranked 36th in IT Service Management (ITSM) while Zendesk is ranked 8th in IT Service Management (ITSM) with 57 reviews. Motadata ServiceOps is rated 6.0, while Zendesk is rated 8.2. The top reviewer of Motadata ServiceOps writes "Responsive technical support and an easy initial setup but needs better asset management". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Motadata ServiceOps is most compared with ServiceNow, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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