Zendesk Competitors and Alternatives

Read reviews of Zendesk competitors and alternatives
Real User
Pre-Sales/System Architect at a tech services company with 1,001-5,000 employees
Nov 06 2017

What is most valuable?

The most important part is the user experience. CA Service Desk Manager provides a great and helpful experience. It's a tool with constant updates and always thinking about and looking out for the user. It's a powerful tool that is able to do... more»

How has it helped my organization?

I've been implementing the solution for more than a decade, in different companies of different sizes and in different industries. It's adaptability is incredible; you can codify and change almost everything. Therefore, the solution is... more»

What needs improvement?

The solution could include in your own license other products to help your own customers embrace more disciplines to their needs. With a small licensing of these products, it's possible to present all the power of the power of suite.
Spiceworks
Real User
Systems Administrator at a tech services company with 51-200 employees
Aug 15 2016

What do you think of Spiceworks?

Valuable Features Network Helpdesk • Improvements to My Organization Tracking common issues has been improved. • Room for Improvement I don't really use anything besides the free stuff so I can't say. It does, however, require help-desk and minor server/firewall config XP experience to set up. • Use of Solution I've used it for two years. • Deployment Issues There have been no issues with the deployment. • Stability Issues There have been no issues with its stability. • Scalability Issues There have been no issues scaling it. • Customer Service and Technical Support Customer Service: I've never had to contact them. Technical Support: I've never had to contact them. • Initial Setup It's straightforward, anybody with help-desk and minor...
ServiceNow
Consultant
Senior IT Service Management & ServiceNow Consultant at Independent
Nov 02 2017

What is most valuable?

ServiceNow's out-of-box process configurations and service-based CMDB data model have revolutionized IT Service Management transformations. Leveraging out-of-box configurations and using frequent small-scope improvement releases (DevOps) has... more»

How has it helped my organization?

A three phase IT Service Management transformation project resulted in achieving a first year target of less than 4% sustained monthly improvements in true customer experienced availability, and Knowledge Mgmt. designing "to-be" process... more»

What needs improvement?

Primary areas of inefficiencies and delays were related to change resistance and lack of support from the IT Team Lead and IT Manager level staff for involvement in ServiceNow design and training workshops, and lack of support for governing... more»
Consultant
Senior ICT Consultant
Jun 25 2017

What is most valuable?

It has resulted in a positive experience to integrate ICT project management to our IT business reality so we value the following features: * ITIL integration * main ITIL processes on real application * easy to use and customize * initial... more»

How has it helped my organization?

We had outsourced most of our IT services and to have this application as support together with the benefits of full control for implementing service delivery, gave us the confidence to implement a CSI from the very beginning.

What needs improvement?

Request management is not clearly separated form incident management and the conditions to customize this are tricky and unique for our organization.
Freshworks
Real User
Business Development Executive at Overcart
Aug 24 2017

What do you think of Freshdesk?

Valuable Features The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets. • Improvements to My Organization We're able to respond to customer inquiries much faster and with better information. • Room for Improvement It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter. • Use of Solution I have been using it for 10 months. • Deployment Issues No issues with deployment as of now. • Stability Issues No issues with stability as of now. • Scalability Issues No issues with scalability as of now. • Customer Service and Technical Support Customer Service: 8/10 Technical Support: 8/10 • Previous...
Real User
End User Computing Manager at a consultancy with 501-1,000 employees
Nov 03 2016

What is most valuable?

The user experience is the most valuable element of Service Anywhere - it's modern and intuitive out of the box, and it looks and feels like the websites our users are used to and expect from a modern website. Our users love to use the self... more»

How has it helped my organization?

Our users have traditionally been slow to adopt new systems, and in the past have not raised requests in our previous ITSM systems. When we launched Service Anywhere to our staff we found they instantly adopted it, and the number of requests... more»

What needs improvement?

Nothing major, particularly now LDAP integration is available built in. The rapid release cycle has meant most of the features we've been looking to see added have appeared since, and continue to do so.

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