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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 (2nd)
Zendesk
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (21st), Help Desk Software (10th), IT Service Management (ITSM) (8th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)
 

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 27.7%, up 25.8% compared to last year.
Zendesk, on the other hand, focuses on CRM Customer Engagement Centers, holds 6.0% mindshare, down 13.1% 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.
Ahmed Nassar - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"The most powerful features are the database and integration with CMDB."
"Preventive maintenance management."
"​Maximo is very stable. We really do not have problem with stability.​"
"IBM Maximo is a very strong and powerful tool in the market…Scalability-wise, I rate the solution a ten out of ten."
"Provides great flexibility."
"The most valuable feature is the ability to correct maintenance."
"I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."
"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."
"The initial setup is simple and straightforward."
"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."
"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."
"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."
"It is a scalable solution."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
 

Cons

"I feel that the interface is a little too complicated with a large number of fields to enter."
"Initial setup is a longer process because Maximo is bigger and has more processes."
"The interface is not very easy or user-friendly and is in need of improvement."
"You can get lost using the application"
"The pricing model of the solution has room for improvement as well as the after-sales support."
"This solution could improve by integrating or embedding finances, charts of accounts, and invoicing."
"​Maximo is a big system, so the initial setup is complex."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
"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."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The price of the solution should be reduced."
"The support team is time-consuming, and they don't find the answer to our problem."
"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."
"The solution itself wasn't easy to set up."
 

Pricing and Cost Advice

"I do not know about the price of the solution. However, this has been an expensive project overall."
"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."
"The price of IBM Maximo could reduce, it is expensive."
"$USD700 per agent user."
"Explore the possibility of using DB2. You will avoid the cost of SQL Server or Oracle licenses."
"The price is very competitive."
"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."
"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."
"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."
"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."
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Top Industries

By visitors reading reviews
Educational Organization
37%
Energy/Utilities Company
8%
Government
8%
Computer Software Company
7%
Computer Software Company
22%
Educational Organization
12%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about IBM Maximo?
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.
What needs improvement with IBM Maximo?
Though I liked it a lot, I think it was lagging a lot. It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning. The aforementioned...
What is your primary use case for IBM Maximo?
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. With IBM Maximo,...
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?
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.
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 ...
 

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: February 2025.
832,138 professionals have used our research since 2012.