We performed a comparison between IBM Maximo and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about IBM, IFS, Infor and others in Enterprise Asset Management (EAM)."We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets."
"The most valuable features of IBM Maximo are the overall power and interface, and there are a lot of different modules that we use that are helpful. Additionally, it's an integrated solution and it has a lot of capabilities."
"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."
"We were able to scale perfectly."
"They have a real strength of tracking the asset itself along with the condition of the asset, the maintenance of the asset and who has access to the asset, etc."
"Work order management and scalability enables the businesses' needs to be met."
"The most powerful features are the database and integration with CMDB."
"The initial setup is simple and straightforward."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We rarely had issues with Zendesk."
"It's a very stable tool, very powerful."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"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."
"There are always ways to improve and make things better."
"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."
"On a scale of one to ten, where ten is easy and one is difficult, I rate the setup process a two since it is very complicated."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"It's not user-friendly. It could use shortcuts for frequently requested services."
"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."
"IBM is a big company and they have a lot of products. Level One, the first level of tech support, is the one that is used to stop the tsunami. For everyone, it's always work to get past that."
"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."
"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 dashboard could be better."
"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."
"The support team is time-consuming, and they don't find the answer to our problem."
IBM Maximo is ranked 1st in Enterprise Asset Management (EAM) with 23 reviews while Zendesk is ranked 5th in CRM Customer Engagement Centers with 57 reviews. IBM Maximo is rated 8.0, while Zendesk is rated 8.2. The top reviewer of IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". On the other hand, the top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". IBM Maximo is most compared with ServiceNow, JIRA Service Management, ABB Ability Asset Suite EAM, IFS Cloud Platform and NetSuite ERP, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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