SCSM vs Sendbird comparison

Microsoft and Sendbird are both solutions in the Help Desk Software category. Microsoft is ranked #12 with an average rating of 7.4, while Sendbird is ranked #13 with an average rating of 8.1. Microsoft holds a 1.6% mindshare in HDS, compared to Sendbird’s 0.1% mindshare. Additionally, 66% of Microsoft users are willing to recommend the solution, compared to 100% of Sendbird users who would recommend it.

SCSM

Read 26 SCSM reviews

917 Views
509 Comparison Views

66% willing to recommend

Sendbird

Read 7 Sendbird reviews

76 Views
21 Comparison Views

100% willing to recommend

SCSM

Sendbird

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Executive SummaryUpdated on Dec 1, 2024

SCSM and Sendbird compete in communication and service management. Sendbird tends to have the upper hand due to its advanced communication features and scalability. SCSM stands out for its integrated service management capabilities and pricing.

Features: SCSM offers comprehensive IT service management tools, seamless integration with Microsoft ecosystems, and automated workflows. Sendbird provides real-time messaging, rich messaging features, and scalability for large user bases.

Room for Improvement: SCSM could enhance user interface design, expand beyond Microsoft integration, and improve mobile support. Sendbird might focus on reducing setup complexity, enhancing data storage options, and lowering pricing for small businesses.

Ease of Deployment and Customer Service: SCSM benefits from seamless integration with Microsoft technologies, facilitating deployment, though it requires initial knowledge for optimal setup. It offers strong IT-related customer support. Sendbird offers quick cloud-based deployment with comprehensive API support, emphasizing user-friendly integration and robust customer assistance for communication functions.

Pricing and ROI: SCSM typically presents lower setup costs and delivers strong ROI through streamlined IT management and automation. Sendbird has a higher initial cost but provides substantial ROI by boosting customer satisfaction and engagement through enhanced communication services.

To learn more, read our detailed SCSM vs. Sendbird Report (Updated: April 2025).

Buyer's Guide

SCSM vs. Sendbird

April 2025

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Helped 847,625 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

SCSM

Ranking in Help Desk Software

12th

Average Rating

7.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (11th)

Sendbird

Ranking in Help Desk Software

13th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Enterprise Social Software (10th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of SCSM is 1.6%, down from 1.7% compared to the previous year. The mindshare of Sendbird is 0.1%, down from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

PraveenSharma3

UX Manager at a computer software company with 5,001-10,000 employees

Enhanced remote functionality complements intricate admin management

We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also…

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Pranay Koley

Junior Software Developer at Weavers Web Solutions Private Limited

Facilitates user communication with rich features

In our company, we are using Sendbird for building a chat feature within our salon application. I am using the Flutter framework to implement the chat feature, which facilitates communication between users and businesses, specifically salon shops There are many useful features with Sendbird. I…

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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

"The most requested feature from our customers is the helpdesk ticketing system."

"The solution offers good productivity at a low price point."

"The solution's setup process is relatively straightforward due to the familiar deployment steps similar to other Microsoft solutions."

"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."

"This product has helped our organization by allowing people to connect with each other."

"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."

"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."

More SCSM pros

"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."

"There are many useful features with Sendbird."

"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."

"The Sendbird developer portal provides each step, including methods, making it easy to implement."

"Sendbird is reliable and generally crash-free."

"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."

"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."

"Sendbird is very flexible, and they have made great strides towards optimization."

Cons

"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."

"They need more integration with open-source products."

"Once we had an issue with a desktop download that would not open."

"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."

"Resources for understanding compliance and relative compliance need to be made available."

"They might be looking for additional functionalities that SCSM could integrate."

"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."

"It would be good if Microsoft added custom attributes or tagging like in Jamf."

More SCSM cons

"The documentation for integrating with the Flutter framework is lacking detailed information."

"More analytics tools could be integrated into Sendbird."

"Impersonating a user or using a template user to send messages for development purposes would be very useful."

"I thought that there should be the audio and the video call functionality as well."

"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."

"Their pricing is very high compared to competitors, which is a concern for us."

"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."

"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."

Pricing and Cost Advice

"It is a lower price vs. other things on the market."

"The pricing is reasonable."

"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."

"The platform is competitively priced."

"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."

"I would rate the pricing as two out of five."

"Licensing can be complex and confusing."

"It is an expensive solution."

More SCSM pricing and cost advice

"There is a starter plan for $399 per month, and a pro plan for $799 dollars."

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Top Industries

By visitors reading reviews

Government

25%

Financial Services Firm

11%

Computer Software Company

11%

Manufacturing Company

10%

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about SCSM?

The solution offers good productivity at a low price point.

See all answers

What is your experience regarding pricing and costs for SCSM?

We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.

See all answers

What needs improvement with SCSM?

From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...

See all answers

What is your experience regarding pricing and costs for Sendbird?

Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quite high, which prevents us from subscribing before the project completion and use...

See all answers

What needs improvement with Sendbird?

The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused...

See all answers

What is your primary use case for Sendbird?

See all answers

Comparisons

ServiceNow vs SCSM

Compared 58% of the time

BMC Helix ITSM vs SCSM

Compared 17% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 15% of the time

JIRA Service Management vs SCSM

Compared 10% of the time

More SCSM Competitors

No data available

Product Reports

Buyer's Guide

SCSM

March 2025

Download SCSM product report

Buyer's Guide

Enterprise Social Software

April 2025

Download Sendbird product report

Also Known As

System Center Service Manager

Sendbird Calls, Sendbird Desk

Overview

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

Microsoft

Businesses utilize Sendbird for real-time communication in apps, including chat, notifications, messaging for support, and community engagement. It integrates with mobile and web platforms for seamless user interactions and reliable messaging services.

Sendbird is highly regarded for its ease of integration with both mobile and web platforms, providing a robust solution for real-time communication needs such as chat, notifications, and customer support messaging systems. Companies use it to enhance user engagement through efficient, reliable messaging services. The platform stands out due to its strong API, reliable performance, excellent customer support, and extensive documentation. Despite challenges with scalability during peak times and integration difficulties, Sendbird's customization options and real-time messaging capabilities cater to both small and large applications.

What are the key features?

Strong API: Provides a powerful and flexible interface for developers.
Reliable Performance: Ensures stable and consistent operations.
Excellent Customer Support: Offers responsive and helpful assistance.
Seamless Integration: Easily integrates with other platforms.
Extensive Documentation: Enhances the developer experience with thorough guides and resources.
Customization Options: Allows tailoring to specific needs and use cases.
Real-Time Messaging: Supports instant communication capabilities.
Easy Scalability: Handles growth for both small and large applications.

What benefits should users look for?

Enhanced User Engagement: Promotes active interaction and satisfaction.
Efficient Communication: Provides reliable messaging and notifications.
Developer-Friendly: Offers strong support and comprehensive documentation.
Scalability: Adapts to the changing demands of the business.
Seamless Integration: Simplifies the integration process with other platforms.

Sendbird is widely implemented across a range of industries such as e-commerce, healthcare, and social networking. E-commerce platforms use it to handle customer support and notifications, healthcare apps utilize it for patient communication, and social networks leverage its real-time chat capabilities for community engagement and interaction.

Sendbird

Sample Customers

Fibabanka, UMC Health System

Information Not Available

Buyer's Guide

SCSM vs. Sendbird

April 2025

Free Report: SCSM vs. Sendbird

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