BMC Helix Configuration Management Database (CMDB) vs. Zendesk Suite

Lets you run more effective CABs with accurate configuration and dependency data. Understand the impact of change on other assets applications and services. Detecting potential underlying issues [when multiple] changes are made. Provides very adaptable and highly reliable data quality and integrity engines configured through rules [to] ensure normalization, data source prioritization, and deduplication.

Incentivized

One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.

Incentivized

• Incredible with cloud migration of servers.
• Efficient with getting audit reports on systems.
• Terrific with compliance management.
• Fabulous with optimization of business operations.

Incentivized

• UI/UX; mature macros and automations, slick and well thought out UI.
• Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
• Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.

Incentivized

• The best IT services management that helps to increase overall service management does deliver business value.
• Great change manager.
• Service desk agent.

Incentivized

• The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
• When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
• You can't download the charts in the reports, they come down as tables and then you have to make your own charts.

Incentivized

Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.

Incentivized

Once you have an understanding of the many use cases that this software can meet, you will be able to tightly integrate this into a ticketing system which increases the ROI of the product tremendously.

Incentivized

Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.

Incentivized

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

There has been minor performance degradation on a very few days out of the two years I have been using the product.

We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request

Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.

I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

I didn't even know there was competion with BMC Atrium CMDB. I have been in the tech industry for sixteen plus years and I have never seen another product accomplish the task that BMC Atrium CMDB performs on a daily basis. Also BMC Atrium CMDB has been around longer than anyother product which means it has been tested over time.

Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.

Incentivized

WHY we will use Zendesk in HR and PD internally

Incentivized

• Moving towards a fully chargeback model would help non-IT departments help curb their spend. However, a company needs to be fully mature in order to do this. Without an iron tight process, the CMDB will be quickly filled with garbage. It'll require experienced asset admins to continuously monitor the system.

Incentivized

• We have been able to deliver IT accurately and onetime
• Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
• Zendesk Suite has allowed us to be more efficient in our every day operations

Incentivized