Compare SCSM vs. Zendesk Support

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SCSM Logo
Read 11 SCSM reviews.
2,905 views|1,634 comparisons
Zendesk Support Logo
84 views|57 comparisons
Most Helpful Review
Find out what your peers are saying about SCSM vs. Zendesk Support and other solutions. Updated: May 2021.
512,221 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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."

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"The feature to move over my customer experience team tickets for different specialists is very valuable for my team.""It's very convenient to use.""The initial setup is simple and straightforward."

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Cons
"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."

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"The solution could integrate better with QR codes from some websites such as Facebook.""They have something called Zendesk Explore, which isn't as good as what they had in place previously.""Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

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Pricing and Cost Advice
"Licensing can be complex and confusing.""The price should be lower."

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"The price is very competitive."

More Zendesk Support Pricing and Cost Advice »

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Questions from the Community
Top Answer: The reporting is very good.
Top Answer: It is an amazing solution but the pricing could be improved to be a little more competitive.
Top Answer: I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
Top Answer: It's very convenient to use.
Top Answer: Zendesk used to have a whole reporting tool, which they have actually terminated. That has been a small blow for us, however, it used to be a feature where they had that tool that allowed you to just… more »
Ranking
6th
out of 56 in Help Desk Software
Views
2,905
Comparisons
1,634
Reviews
11
Average Words per Review
757
Rating
6.6
16th
out of 56 in Help Desk Software
Views
84
Comparisons
57
Reviews
3
Average Words per Review
608
Rating
8.3
Popular Comparisons
Also Known As
System Center Service Manager
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Overview
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.

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Offer
Learn more about SCSM
Learn more about Zendesk Support
Sample Customers
Fibabanka, UMC Health System
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Top Industries
VISITORS READING REVIEWS
Computer Software Company25%
Comms Service Provider14%
Government14%
Educational Organization5%
No Data Available
Company Size
REVIEWERS
Small Business38%
Midsize Enterprise38%
Large Enterprise23%
No Data Available
Find out what your peers are saying about SCSM vs. Zendesk Support and other solutions. Updated: May 2021.
512,221 professionals have used our research since 2012.

SCSM is ranked 6th in Help Desk Software with 11 reviews while Zendesk Support is ranked 16th in Help Desk Software with 3 reviews. SCSM is rated 6.6, while Zendesk Support is rated 8.4. 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 Support writes "Seamless and easy to set up with a good Slack integration". SCSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support and Device42, whereas Zendesk Support is most compared with Sendbird Desk and Kustomer. See our SCSM vs. Zendesk Support report.

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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.