IBM Maximo Application Suite vs. JitBit Help Desk vs. Zendesk Suite

The software is very well-suited to asset lifecycle management and system condition monitoring. User-friendliness of the product and effectiveness in managing work orders. The software's pricing is much more affordable than that of other EAM systems. Many improvements are needed in the customer support services department. Delays in response are costly.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

If your budget is really tight, then JitBit is not for you. It's kind of pricey. That said, JitBit HelpDesk is very robust--we've never had one second of downtime in my two years of using it. It depends on what's important to you. If you need rock-solid Help Desk and stellar, trouble-free performance, then JitBit it. If not, there are alternatives that are much less expensive. The cloud version might be less expensive for companies that don't need an on-premise solution.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Zendesk is good for small teams where work is not passed along to internal teams or situations where escalations lead to further customer interactions and no further oversight is needed. It is weak as a product for larger and medium-sized companies, where processes are in place that are not aligned with its workflow, as it is a very rigid tool.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• Delivers Out-of-Box solutions for various industries without the need for customization and configuration
• Modules and Applications are well developed and linked in an orderly way, with proper documentation and help guides that allow end users to start using the system with ease
• Powerful Work Management, Contracts, Inventory, and Purchasing applications and features that are a better match to other ERP applications today

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Fantastic ticketing system to keep track of old conversations from clients.
• Fantastic analytics and metric tracking.
• Fantastic for sharing relationships with a customer. Generally, this would be a salesperson sharing an onboarding with a support person, but I think you could get creative with it. JitBit is very flexible.
• Super easy to learn and use. If you can use your email, you can use JitBit.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Merging of the tickets with similar issues, it is easy to avoid confusion
• Al global team somehow gets connected with different ways like Slack, with the Zendesk Suite which is so easier to highlight & the issue quickly
• The best thing is that this tool gives you to send the message via chat-, email, call through the one single platform
• Now AI has been added so it works good

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Usually, we have problems with the mobile apps. For about seven out of ten customers, we need to use third-party mobile applications. It’s been a rollercoaster — Anywhere was terrible, then Maximo Mobile for 8 was pretty good, and now with Maximo 9, it’s problematic again. So it’s been ups and downs. But the good thing is that the architecture is open, so we can use third-party applications or even develop our own add-ons. Still, IBM could do this better.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Reporting functionalities could be better
• Improvements to user management
• Expansion to AI functionalities

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
• Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

IBM Maximo Application Suite has provided a solution to our desire to consolidate the multiple applications serving the layers of the Procurement process we has been accustomed to using. By consolidating applications, licensing and software costs are reduced, and the overall headcount to support the various applications was able to be minimized.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

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

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

The IBM Maximo Application Suite is well known for inventory management solutions. This solution is in use by many corporations but mostly I have seen its use in Ports, defense and aerospace industries. Some of the benefits are 1. asset tracking is amazing 2. Maintenance cost is less 3. Reduced inspection costs 4. Less downtime 5. It allows customization 6 Simplify data management 7. Highly adaptable

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Depends on DB tuning, Query builds etc

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

I have regularly contacted IBM Support to report issues and raise requests for issues we face during project implementations. The response from them has overall been good and to the point, and they get back to us within a day or 2 and guide us through the process of fixing it or providing an interim fix of the product

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

As expected, good content and instructions

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

Implementation of IBM MAS as a service provider has been easy. The functionality in the OEM space has been the best of its class with all related modules and application subject to maintenance

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

As a computerized maintenance management system i do not have experience of any other system. The only experience I have is for Maximo and it works excellent for me. I am using many modules available in Maximo and all of these modules are almost fulfilling all of my business needs.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

JitBit just had the feature set at the cost point we were willing to spend. Nothing against the other products, but this one just fit our model better.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

At the time of evaluation, Dynamics had extremely limited knowledge and support capabilities. The UI is clunky, and reporting requires a deep understanding of the underlying data structure. Ongoing maintenance was costly and didn't provide a positive ROI in any sense of the term.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

i dont use it

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

WHY we will use Zendesk in HR and PD internally

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Being the core business of my organization, IBM Maximo had a complete ROI for our objectives. We are able to successfully maintain and offer multiple solutions based on our interaction with Maximo.
• Based on our contracts, we are able to provide a great partnership with IBM thru Maximo and it's tools.
• We are able to maintain our business with steady market growth based mainly on our offer of the IBM Maximo in various layers.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• JitBit has neither had a positive nor a negative effect on our ROI. The reason is that we had to have a Help Desk solution that is secure and well-supported.
• JitBit does cost real money. The least expensive on-premise option is $1,699, which might have a negative impact on your budget, but I'd have to say that it's worth it--at least for us.
• Trouble-free, practically maintenance-free, Help Desk software has a positive impact on our technician time spent on it.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• More than anything, provided a boost to our perceived professionalism. The portal is a massive improvement on email only support.
• Workflow optimization via macros and automations has enhanced response times and raise our 'first call resolution' metric.
• Speaking of metrics; having them at all! Before Zendesk Suite we were email only so had no insight into agent and vendor performance.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info