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IBM Maximo vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary

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

IBM Maximo
Average Rating
8.0
Number of Reviews
23
Ranking in other categories
Enterprise Asset Management (EAM) (1st), Billing Software (4th)
Zendesk
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
60
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (21st), Help Desk Software (9th), IT Service Management (ITSM) (9th), Sales Force Automation (9th), Reporting (16th), Knowledge Management Software (4th), Community Platforms (3rd)
 

Mindshare comparison

IBM Maximo and Zendesk aren’t in the same category and serve different purposes. IBM Maximo is designed for Enterprise Asset Management (EAM) and holds a mindshare of 25.7%, down 27.0% compared to last year.
Zendesk, on the other hand, focuses on CRM Customer Engagement Centers, holds 7.3% mindshare, down 9.0% since last year.
Enterprise Asset Management (EAM)
CRM Customer Engagement Centers
 

Featured Reviews

Jose Pedro Muñoz - PeerSpot reviewer
A very strong and powerful tool in the market preferred by a variety of industries
I rate the technical support a seven out of ten. Three levels of support in IBM. The first one is a fixed level, while levels two and three are very good. Here, level one is not very good, as it takes time to go from level one to level two and from level two to level three. So, level one is of low capacity.
JohanSkibdahl - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"We were doing all kinds of paperwork for every type of order and to maintain our assets but with the use of the IBM Maximo application, we can automate a lot of the processes."
"​Maximo is very stable. We really do not have problem with stability.​"
"The ability to configure and integrate it with other solutions for ERP."
"I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."
"It can be particularly useful for power line operations, enabling linemen in the field to gather information and send it across the country as well as different parts of the world."
"The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable."
"The incident management feature is good because it allows you to keep track of and classify issues."
"The most valuable feature is asset management maintenance as well as asset management overall."
"The initial setup is simple and straightforward."
"It's a very stable tool, very powerful."
"The product offers very good management. It has a great ability to assign tickets based on content."
"Zendesk has been invaluable in automating communications such as email and phone calls."
"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."
"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."
"We rarely had issues with Zendesk."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
 

Cons

"Vendor management needs enhancement."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"The solution is not stable. We can have one day when it is stable and another day it is not. Sometimes it crashes or becomes very slow, and there are times we are not even able to download all the databases. Without the database, we cannot work on that application. These are the small glitches, and stability issues we are facing."
"Initial setup is a longer process because Maximo is bigger and has more processes."
"The initial setup was complex, because it is a complex product."
"The mobile solution has a lot of room for improvement, especially in geopositioning capabilities, tracking capabilities, and configuration capabilities, in order to let the tech operate online and offline.​"
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"Revision management of file attachments."
"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."
"The solution could integrate better with QR codes from some websites such as Facebook."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The solution itself wasn't easy to set up."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"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."
"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."
 

Pricing and Cost Advice

"The price of IBM Maximo could reduce, it is expensive."
"On a scale from one to ten, where one is low and ten is high, I rate the pricing a nine. The price is very high."
"IBM has changed the licensing policy. As I understand now, they are going from a complex way of licensing to a more simple way of licensing."
"Where available, concurrent licenses can be more cost efficient and provide more flexibility."
"The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management."
"$USD700 per agent user."
"You pay for what you get. There are lots of options depending on how you would like to implement Maximo."
"I do not know about the price of the solution. However, this has been an expensive project overall."
"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."
"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."
"The price is very competitive."
"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."
"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."
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Top Industries

By visitors reading reviews
Manufacturing Company
12%
Government
12%
Energy/Utilities Company
10%
Computer Software Company
9%
Computer Software Company
23%
Financial Services Firm
8%
Educational Organization
7%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Ask a question
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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?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.
What needs improvement with Zendesk Support?
There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...
 

Also Known As

Maximo
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Royal Boskalis Westminster N.V., DTE Energy, Swedish Match, Projetech, Fingrid, East Coast
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about IBM, IFS, Infor and others in Enterprise Asset Management (EAM). Updated: June 2025.
861,524 professionals have used our research since 2012.