We performed a comparison between IBM Maximo and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about IBM, IFS, Infor and others in Enterprise Asset Management (EAM)."Has a powerful audit combination that helps achieve high accuracy."
"We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets."
"The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable."
"The most powerful features are the database and integration with CMDB."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"We were doing all kinds of paperwork for every type of order and to maintain our assets but with the use of the IBM Maximo application, we can automate a lot of the processes."
"The most valuable features are the ability to create work orders and preventative maintenance."
"The incident management feature is good because it allows you to keep track of and classify issues."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It is a scalable solution."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"The stability has been very good."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"It's very convenient to use."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"Initial setup is a longer process because Maximo is bigger and has more processes."
"It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning."
"The latest version is slow due to the power it requires."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"Could use some alignment regarding some standards and the tracking of the IT assets. Even though they have all of the information (i.e. where are the assets, who owns the asset, etc.), they were not mapping it to different cyber standards."
"Vendor management needs enhancement."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"You couldn't give administrative access to new hires."
"It needs to improve in terms of its flexibility, price, and installation."
"The solution could integrate better with QR codes from some websites such as Facebook."
IBM Maximo is ranked 1st in Enterprise Asset Management (EAM) with 23 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. IBM Maximo is rated 8.0, while Zendesk is rated 8.2. The top reviewer of IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". On the other hand, the top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". IBM Maximo is most compared with ServiceNow, JIRA Service Management, ABB Ability Asset Suite EAM, IFS Cloud Platform and NetSuite ERP, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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