We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"This solution is easy to use."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The solution is quite easy to integrate with other Microsoft products."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"Many more features than other comparable products."
"The most requested feature from our customers is the helpdesk ticketing system."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Mobile application integration would be an improvement."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"Resources for understanding compliance and relative compliance need to be made available."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"They need more integration with open-source products."
"The user interface needs to be improved."
"The solution itself wasn't easy to set up."
"It wasn't easy to set up so we're only using a third of all of the features,"
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
SCSM is ranked 7th in IT Service Management (ITSM) with 11 reviews while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 2 reviews. SCSM is rated 6.6, while Zendesk Guide is rated 7.0. The top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". SCSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support and Device42, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, TeamViewer Servicecamp and TOPdesk. See our SCSM vs. Zendesk Guide report.
We monitor all IT Service Management (ITSM) 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.