BMC FootPrints Service Core vs Zendesk comparison

BMC and Zendesk are both solutions in the Help Desk Software category. BMC is ranked #28, while Zendesk is ranked #9 with an average rating of 7.7. BMC holds a 0.6% mindshare in HDS, compared to Zendesk’s 4.1% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

BMC FootPrints Service Core

Read 10 BMC FootPrints Service Core reviews

269 Views
134 Comparison Views

90% willing to recommend

Zendesk

Read 60 Zendesk reviews

1,602 Views
1,273 Comparison Views

93% willing to recommend

BMC FootPrints Service Core

Zendesk

Comparison Buyer's Guide

Download the report

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: April 2025).

Buyer's Guide

BMC FootPrints Service Core vs. Zendesk

April 2025

Download the complete report

Helped 848,989 peers since 2012

Review summaries and opinions

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

Categories and Ranking

BMC FootPrints Service Core

Ranking in Help Desk Software

28th

Ranking in IT Service Management (ITSM)

30th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

9th

Ranking in IT Service Management (ITSM)

7th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (20th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (3rd), Community Platforms (3rd)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 0.6%, up from 0.3% compared to the previous year. The mindshare of Zendesk is 4.1%, down from 4.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Carrie Wu

Sr. Systems Analyst at Vancouver Fraser Port Authority

Supports the convergence of ticket management, IT, and customer services

I would give this product a rating of 8 out of 10 because it's a good system and it meets most of our requirements. It still has a lot of space to improve because the service desk function is changing all the time. This solution has to continually be innovative. It should also generate more user-friendly reports utilizing a collaborative framework. Additionally, I would tell anyone looking at similar solutions to first figure out their most important requirements. Then compare their requirements with the function of the ITMS to ensure compatibility. While at the same time they should look ahead at future requirements such as the cloud configuration, along with other vendor capabilities before making a decision.

Read full review

JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

Read full review

Quotes from Members

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

Pros

"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

"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."

"Technical support is good."

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

"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."

"The discovery feature is very flexible."

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

More BMC FootPrints Service Core pros

"It's very convenient 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."

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

"Zendesk Support has a lot of good APIs."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"The product offers very good management. It has a great ability to assign tickets based on content."

"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."

"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."

More Zendesk pros

Cons

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

"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."

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

"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."

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

"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."

"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."

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

More BMC FootPrints Service Core cons

"The solution itself wasn't easy to set up."

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

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

"The solution could integrate better with QR codes from some websites such as Facebook."

"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."

"It wasn't easy to set up so we're only using a third of all of the features,"

"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."

More Zendesk cons

Pricing and Cost Advice

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

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

"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."

"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."

"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."

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

"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."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

848,989 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Government

16%

Computer Software Company

14%

Educational Organization

12%

Financial Services Firm

10%

Computer Software Company

23%

Educational Organization

11%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Ask a question

Earn 20 points

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 ...

See all answers

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

I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.

See all answers

What needs improvement with Zendesk Support?

Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...

See all answers

Comparisons

ServiceNow vs BMC FootPrints Service Core

Compared 50% of the time

Rezolve AI Platform vs BMC FootPrints Service Core

Compared 50% of the time

More BMC FootPrints Service Core Competitors

ServiceNow vs Zendesk

Compared 18% of the time

Atlassian Confluence vs Zendesk

Compared 8% of the time

JIRA Service Management vs Zendesk

Compared 8% of the time

Freshservice vs Zendesk

Compared 7% of the time

BMC Helix ITSM vs Zendesk

Compared 6% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Zendesk

March 2025

Download Zendesk product report

Also Known As

FootPrints Service Core

Zendesk Support, Zendesk Guide, Zendesk Sell

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.

BMC

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.

Zendesk

Sample Customers

Cast & Crew

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

Buyer's Guide

BMC FootPrints Service Core vs. Zendesk

April 2025

Free Report: BMC FootPrints Service Core vs. Zendesk

Find out what your peers are saying about BMC FootPrints Service Core vs. Zendesk and other solutions. Updated: April 2025.

DOWNLOAD NOW

848,989 professionals have used our research since 2012.

See our BMC FootPrints Service Core vs. Zendesk report.

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.