SCSM and Zendesk compete in the IT service management category. Zendesk often has the upper hand due to its focus on user-friendliness and multi-channel customer engagement capabilities.
Features: SCSM stands out with its integration with Microsoft products, advanced configuration management, and robust support for ITIL processes like incident and change management. Zendesk excels in ticket management, provides a highly customizable agent workflow, and offers extensive integration with SaaS applications and tools.
Room for Improvement: SCSM needs improvements in user-friendliness, reporting customization, and non-Microsoft product integration. Zendesk can improve its email handling, customization for reports, and make multi-brand management more intuitive.
Ease of Deployment and Customer Service: SCSM requires intensive on-premises deployment but has good cloud integration options with Microsoft. Zendesk, with its cloud deployment, offers quick setup and scalability, with generally responsive support that may need enhancement in complex technical issues.
Pricing and ROI: SCSM offers competitive pricing within Microsoft's licensing agreements; however, ROI is best for those heavily invested in Microsoft's ecosystem. Zendesk's pricing involves per-agent fees, which can be costly, but delivers a strong ROI by enhancing customer satisfaction and efficiency.
Response times are slow, and engineers often lack the necessary product knowledge.
The technical support provided by Zendesk has been very satisfactory.
From an admin point of view, Intune has more features and is easier to manage.
Zendesk can scale from very small companies to very large ones.
The stability has been quite reliable.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
It is not the cheapest solution nor the most expensive, but it provides value for money.
SCCM provides remote tool functionality, which is not in Intune.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
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.
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