Compare Zendesk and BMC Track-It! - Sep 2023

Shlomi Lavi

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Bottom Line: Which is Better - Zendesk or BMC Track-It!?

BMC Track-It! is more expensive to implement (TCO) than Zendesk, and Zendesk is rated higher (92/100) than BMC Track-It! (81/100). Zendesk offers users more features (23) than BMC Track-It! (5). There is a clear winner in this case and it is Zendesk!

Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Zendesk Vs. BMC Software

Zendesk: Zendesk is founded in Copenhagen, Denmark. Zendesk is the leading cloud-based customer service software solution. More than 20,000 companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction.

BMC Software: Tens of thousands of IT organizations around the world -- from small and mid-market businesses to the Global 100 -- rely on BMC Software (NASDAQ: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. BMC helps customers cut costs, reduce risk and achieve business objectives with the b...

Who is more expensive? Zendesk or BMC Track-It!?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Zendesk and BMC Track-It!.

Zendesk price starts at $49 per agent/month , On a scale between 1 to 10 Zendesk is rated 2, which is much lower than the average cost of Help Desk software. BMC Track-It! price starts at $995 per license , When comparing BMC Track-It! to its competitors, the software is rated 4 - lower than the average Help Desk software cost.

Bottom line: BMC Track-It! is more expensive than Zendesk.

Which software includes more/better features?

We've compared Zendesk Vs. BMC Track-It! based on some of the most important and required Help Desk features.

Zendesk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows, Scheduling, Self Service Portal, Service Level Agreements.

BMC Track-It!: Asset Management, Document Management, Incident / Request Management, Customer Self Service Portal, Dashboards.

Target customer size

Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process. BMC Track-It! is perfect for small to medium sized businesses.