Zendesk vs BMC End User Experience Management

Struggling to choose between Zendesk and BMC End User Experience Management? Both products offer unique advantages, making it a tough decision.

Zendesk is a Online Services solution with tags like help-desk, ticketing-system, customer-service, customer-support.

It boasts features such as Ticketing system to manage customer support requests, Knowledge base to provide self-service support, Community forums for customers to interact, Reporting and analytics, Multi-channel support (email, social media, chat, etc), Automation and macros, SLA and priority management, Customizable workflows and pros including Intuitive and easy to use interface, Powerful automation capabilities, Strong knowledge base and community options, Good integration options, Scales well for growing companies, Flexible pricing plans.

On the other hand, BMC End User Experience Management is a Business & Commerce product tagged with monitoring, performance, user-experience.

Its standout features include Real-time monitoring of end user devices, Automatic detection and alerting of performance issues, Root cause analysis to identify source of problems, Reporting and analytics on end user experience, Integration with ITSM tools like BMC Helix, and it shines with pros like Improves visibility into end user experience, Faster resolution of performance problems, Optimizes quality of service and user satisfaction, Reduces downtime and business impact of IT issues, Proactive monitoring instead of reactive troubleshooting.

Feature	Zendesk	BMC End User Experience Management
Overall Score	N/A	N/A
Primary Category	Online Services	Business & Commerce

Product Overview

Zendesk

Description: Zendesk is a customer service software company that provides products to manage customer support interactions. Its flagship product, Zendesk Support, is a help desk ticketing system that allows companies to track, respond to, and resolve customer support tickets.

BMC End User Experience Management

Description: BMC End User Experience Management is a software solution that monitors end user devices and applications to quickly identify and resolve performance issues. It provides visibility into the user experience to optimize service quality.

Key Features Comparison

Zendesk Features

• Ticketing system to manage customer support requests
• Knowledge base to provide self-service support
• Community forums for customers to interact
• Reporting and analytics
• Multi-channel support (email, social media, chat, etc)
• Automation and macros
• SLA and priority management
• Customizable workflows

BMC End User Experience Management Features

• Real-time monitoring of end user devices
• Automatic detection and alerting of performance issues
• Root cause analysis to identify source of problems
• Reporting and analytics on end user experience
• Integration with ITSM tools like BMC Helix

Pros & Cons Analysis

Zendesk

Pros

• Intuitive and easy to use interface
• Powerful automation capabilities
• Strong knowledge base and community options
• Good integration options
• Scales well for growing companies
• Flexible pricing plans

Cons

• Can be pricey for smaller businesses
• Mobile app needs improvement
• Advanced customization requires developer skills
• Lacks phone support channel
• Steep learning curve for some features

BMC End User Experience Management

Pros

• Improves visibility into end user experience
• Faster resolution of performance problems
• Optimizes quality of service and user satisfaction
• Reduces downtime and business impact of IT issues
• Proactive monitoring instead of reactive troubleshooting

Cons

• Can generate alert noise if not configured properly
• Requires deployment of agents on end user devices
• Additional cost and complexity to IT operations
• Data privacy concerns around monitoring user activity
• Focus on technology metrics rather than business outcomes

Pricing Comparison

Zendesk

• Freemium
• Subscription-Based

BMC End User Experience Management

• Subscription-Based