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SCSM 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 salesforce.com Desk.com [EOL] and SCSM 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
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.
Hossam Hussein
Helps us manage IT operations, including incident and service requests, but could be easier to create reports
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
Information Not Available
  • "It is a lower price vs. other things on the market."
  • "It is an expensive solution."
  • "Licensing can be complex and confusing."
  • "The price should be lower."
  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
  • "The license for SCSM is cheap."
  • "I would rate the pricing as two out of five."

    • More SCSM Pricing and Cost Advice →

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    Questions from the Community
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    What do you like most about SCSM?
    Top Answer:The solution offers good productivity at a low price point.
    Read all 21 answers   →
    What is your experience regarding pricing and costs for SCSM?
    Top Answer:The solution offers good productivity at a low price point.
    Read all 12 answers   →
    What needs improvement with SCSM?
    Top Answer:For any weaknesses in the product, our company's security team maintains the application for our environment. The logs and reporting-related features of the product have certain shortcomings where… more »
    Read all 22 answers   →
    Ranking
    Unranked
    In Help Desk Software
    14th
    out of 59 in Help Desk Software
    Views
    1,474
    Comparisons
    806
    Reviews
    8
    Average Words per Review
    517
    Rating
    8.0
    Comparisons
    Also Known As
    Desk.com, Salesforce Assistly
    System Center Service Manager
    Learn More
    Salesforce
    Microsoft
    Overview

    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.

    System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
    Sample Customers
    One Kings Lane, Munchery, ZenPayroll, Spotify, SoundCloud, Pandora
    Fibabanka, UMC Health System
    Top Industries
    No Data Available
    REVIEWERS
    Financial Services Firm20%
    Computer Software Company10%
    Hospitality Company10%
    Comms Service Provider10%
    VISITORS READING REVIEWS
    Government25%
    Computer Software Company10%
    Financial Services Firm9%
    Manufacturing Company9%
    Company Size
    No Data Available
    REVIEWERS
    Small Business38%
    Midsize Enterprise21%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise20%
    Large Enterprise65%
    Buyer's Guide
    Help Desk Software
    April 2024
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    salesforce.com Desk.com [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software while SCSM is ranked 14th in Help Desk Software with 23 reviews. salesforce.com Desk.com [EOL] is rated 4.0, while SCSM is rated 7.0. 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. ". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". salesforce.com Desk.com [EOL] is most compared with , whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    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.