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SCSM vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

ROI

Sentiment score
7.7
SCSM offers savings and efficiency, but underutilization and reporting issues can limit ROI and lead to potential dissatisfaction.
Sentiment score
7.2
Zendesk enhances productivity and cost-efficiency with flexible licensing, valuable features, and significant financial gains for various organizations.
 

Customer Service

Sentiment score
6.2
SCSM support experiences vary with enterprise size, issue severity, and costs, leading many to seek alternative assistance.
Sentiment score
7.3
Zendesk support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
Response times are slow, and engineers often lack the necessary product knowledge.
 

Scalability Issues

Sentiment score
7.1
SCSM offers scalable solutions for enterprises, integrating with SCOM, but may face resource limitations affecting performance.
Sentiment score
7.8
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
From an admin point of view, Intune has more features and is easier to manage.
 

Stability Issues

Sentiment score
7.3
Many users find SCSM stable, with improvements noted, despite some concerns about cloud transitions and reporting speed.
Sentiment score
7.9
Zendesk is largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
 

Room For Improvement

Users seek enhancements in SCSM's interface, integration, stability, pricing, support, administration, and compliance for improved user experience.
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
 

Setup Cost

SCSM pricing is complex, with mixed user reviews, enterprise discounts, and potential extra costs for third-party integrations.
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
 

Valuable Features

SCSM excels in integration, user-friendliness, ITIL support, incident management, reporting capabilities, and offers scalability and security enhancements.
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
SCCM provides remote tool functionality, which is not in Intune.
 

Categories and Ranking

SCSM
Ranking in Help Desk Software
13th
Ranking in IT Service Management (ITSM)
12th
Average Rating
7.0
Reviews Sentiment
6.6
Number of Reviews
26
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in Help Desk Software
11th
Ranking in IT Service Management (ITSM)
9th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (21st), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)
 

Mindshare comparison

As of December 2024, in the Help Desk Software category, the mindshare of SCSM is 1.9%, up from 1.8% compared to the previous year. The mindshare of Zendesk is 4.3%, down from 4.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Sinan Arslan - PeerSpot reviewer
Offers good productivity at a low price point but needs improvement in reporting area
My company has a local team to deal with Microsoft-based environments. If there is a need for support, help is provided by the local vendors for Microsoft in Turkey. Sometimes, my company also receives professional support from Microsoft engineers. If the support required from Microsoft by our company falls under the category known as severity A, the support provided is professional and can be described as an outstanding process handled by Microsoft engineers. There is a dip in the level of support quality provided by Microsoft engineers if the support required from Microsoft by our company falls under the category known as severity B.
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.
report
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824,067 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Government
23%
Manufacturing Company
12%
Financial Services Firm
12%
Computer Software Company
10%
Computer Software Company
22%
Educational Organization
11%
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 SCSM?
The solution offers good productivity at a low price point.
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.
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, ...
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 ...
 

Comparisons

 

Also Known As

System Center Service Manager
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Learn More

 

Overview

 

Sample Customers

Fibabanka, UMC Health System
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about SCSM vs. Zendesk and other solutions. Updated: November 2024.
824,067 professionals have used our research since 2012.