BMC FootPrints Service Core vs Zendesk comparison

BMC FootPrints Service Core

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93% willing to recommend

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Executive SummaryUpdated on Nov 3, 2024

BMC FootPrints Service Core and Zendesk are service management solutions. BMC FootPrints is preferred for flexibility and customizability, while Zendesk has an advantage in features and overall satisfaction, justifying its pricing.

Features: BMC FootPrints Service Core offers extensive customization for workflows, automation, and a relational database for linking items. It provides detailed audit trails and history creation, benefiting organizations needing personalized setups. Zendesk provides advanced reporting tools, integration with third-party applications, and seamless chat and social media support. Its ticket management and multi-channel integrations deliver a comprehensive service experience.

Room for Improvement: BMC FootPrints could enhance its deployment process to reduce complexity and time consumption. Its user interface might require simplification for easier navigation. Additionally, technical support response times could be improved. Zendesk costs can be prohibitive for smaller organizations. Customization options might be limited without additional expenses, and some users find its reporting features complex to utilize fully.

Ease of Deployment and Customer Service: BMC FootPrints Service Core involves a complex deployment needing considerable time for setup but allows thorough customization afterward. Zendesk ensures a streamlined deployment process with faster installation and ongoing support. Its setup is simplified, making the system easier to get up and running quickly.

Pricing and ROI: BMC FootPrints Service Core demands a significant initial investment, promising strong ROI through tailored solutions for complex needs. Zendesk has a higher ongoing cost but provides robust ROI by enhancing productivity and delivering efficient customer support. Both platforms have pricing models reflecting their strengths in adaptability and comprehensive features.

To learn more, read our detailed BMC FootPrints Service Core vs. Zendesk Report (Updated: October 2024).

BMC FootPrints Service Core vs. Zendesk

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Helped 814,649 peers since 2012

Categories and Ranking

BMC FootPrints Service Core

Ranking in Help Desk Software

28th

Ranking in IT Service Management (ITSM)

31st

Average Rating

8.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

11th

Ranking in IT Service Management (ITSM)

9th

Average Rating

8.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), CRM (21st), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 0.5%, up from 0.4% compared to the previous year. The mindshare of Zendesk is 4.2%, down from 4.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

ITSystemdd04

IT System Administrator at a healthcare company with 1,001-5,000 employees

Sep 3, 2019

Scalability is customizable but it is somewhat limited in terms of how granular it can be

We use the on-prem deployment model of this solution. Our primary use case is for our ticketing system, tracking system, and asset tracking system It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution. The workflow should…

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Ahmed Nassar

Technical Consultant at Spectrum Group

Oct 17, 2023

Stable tool, making it reliable for handling tasks but difficult initial setup

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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Quotes from Members

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

Pros

"It is stable and its technical support is good and quick."

"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."

"Ability to auto-generate email messages, process email messages, and approvals."

"I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."

"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."

"We can track issues easier and run reports on issues to see if there are patterns."

"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."

"This product solidly handles incident management, problem management, and change management."

More BMC FootPrints Service Core pros

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"It is a scalable solution."

"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."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

More Zendesk pros

Cons

"The workflow should be made to be more user-friendly. It should also have more granular scalability."

"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."

"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."

"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."

"The mobile version of this product does not support asset management."

"The pricing could be a little lower and the product should cover more iTel versions."

"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."

"It would be nice if they added the ability to go directly to a form via a deep link URL."

More BMC FootPrints Service Core cons

"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."

"The price of the solution should be reduced."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"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."

"The support team is time-consuming, and they don't find the answer to our problem."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"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."

More Zendesk cons

Pricing and Cost Advice

"The licensing for FootPrints is a perpetual license with an annual support fee."

"Our costs are well over $250,000."

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."

"This solution has good pricing."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"The price is very competitive."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"From what I hear, Zendesk's pricing is a little expensive."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

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Top Industries

By visitors reading reviews

Financial Services Firm

19%

Government

15%

Educational Organization

14%

Healthcare Company

11%

Computer Software Company

22%

Educational Organization

11%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about BMC FootPrints Service Core?

Technical support is good.

What is your experience regarding pricing and costs for BMC FootPrints Service Core?

We only pay for a standard license.

What needs improvement with BMC FootPrints Service Core?

It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were ano...

What do you like most about Zendesk Support?

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 ...

What is your experience regarding pricing and costs for Zendesk Support?

From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.

What needs improvement with Zendesk Support?

Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could ...

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Product Reports

IT Service Management (ITSM)

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Also Known As

FootPrints Service Core

Zendesk Support, Zendesk Guide, Zendesk Sell

Learn More

BMC

Overview

FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

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.

Sample Customers

Cast & Crew

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

BMC FootPrints Service Core vs. Zendesk