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Everbridge IT Alerting vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
8.5
Everbridge IT Alerting reduces downtime, improves efficiency, enhances accountability, and delivers significant cost savings and faster SLA response times.
Sentiment score
7.2
Zendesk enhances productivity and cost-efficiency with flexible licensing, valuable features, and significant financial gains for various organizations.
 

Customer Service

Sentiment score
7.7
Everbridge IT Alerting is generally praised for responsive, knowledgeable support, despite some communication delays and upsell suggestions.
Sentiment score
7.0
Zendesk support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
 

Scalability Issues

Sentiment score
7.8
Everbridge IT Alerting is praised for scalability, supporting user growth smoothly, with flexible integration and efficient cloud-based design.
Sentiment score
7.6
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
 

Stability Issues

Sentiment score
8.0
Everbridge IT Alerting is stable, reliable, with responsive support, minor issues resolved, and highly rated for its robust features.
Sentiment score
7.9
Zendesk is largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
 

Room For Improvement

Everbridge IT Alerting needs to enhance cost, integration, scheduling, mobile app, customization, messaging capacity, and GPS capabilities.
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
 

Setup Cost

Everbridge IT Alerting offers competitive pricing and transparent value for enterprises, with customizable features and potential discounts.
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
 

Valuable Features

Everbridge IT Alerting enhances incident management through automation, integration, real-time alerts, and robust features for efficient communication.
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
 

Categories and Ranking

Everbridge IT Alerting
Average Rating
8.8
Reviews Sentiment
8.0
Number of Reviews
23
Ranking in other categories
IT Alerting and Incident Management (7th)
Zendesk
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (20th), Help Desk Software (10th), IT Service Management (ITSM) (8th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (3rd)
 

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. Everbridge IT Alerting is designed for IT Alerting and Incident Management and holds a mindshare of 12.0%, up 8.6% compared to last year.
Zendesk, on the other hand, focuses on CRM Customer Engagement Centers, holds 6.0% mindshare, down 13.1% since last year.
IT Alerting and Incident Management
CRM Customer Engagement Centers
 

Featured Reviews

it_user741570 - PeerSpot reviewer
Gets the right parties to the table at the right time - our mean time to restore has diminished, saving us money
In recent weeks we've been talking to Everbridge about leveraging some new functionality that they're demploying right now around orchestration. Imagine a full, closed-loop event remediation: auto-remediation. A server throws an alert. We catch it in our monitoring tool. We page or SMS text, using Everbridge IT Alerting. A group member receives that text and responds to the text with "Option One." Option one can say, "I want to go ahead and execute an orchestration that will automatically stop and restart the services on that box or even reboot the box." That would, again, further reduce service restoration time, and significantly reducing the manual engagement of logging a ticket, logging onto the box, restarting the box or the servers or services manually. All of that can be done through automation. We're not there yet, but that's what we're talking about right now, as a part of our next wave of moving along the crawl, walk, run journey. In terms of what could be improved, almost always, there is something that could be improved. I've been in this industry long enough to know that there is no perfect system. All the good ones still offer opportunities for getting better. I think if you were to look from their point of view, they would also see themselves in a crawl, walk, run journey. They may be further along in their walk, but they're probably not in the "Olympic sprint" or "Olympic marathon" stage yet. They've got lots of potential, room for feature enhancements, improvements. A couple of key ones might include - and I think they are working towards these things - analytics. If I want to do sophisticated reporting and analysis of the data that's being captured in IT Alerting, at the moment, the reporting interface is immature. They're very helpful. They get it. They're listening to us, but it's weak. It's growing. It's getting better. Reporting and analytics would be one space. Their integration capabilities are still progressing, but not quite where we'd like to see them yet. They're moving there with that orchestration capability where they're seeing the potential of an API-first mentality. So instead of trying to build custom connections into everything, you open up APIs to allow other systems to talk to IT Alerting and allow IT Alerting to talk to other systems. There is room for improvement, but they get it. They're listening in that space, too. Sure, there are things they can be doing better, but in partnership with them, us among other customers, I think we've got their ear, and they're being very proactive about listening.
Ahmed Nassar - PeerSpot reviewer
Stable tool, making it reliable for handling tasks but difficult initial setup
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
13%
Government
9%
Healthcare Company
8%
Computer Software Company
22%
Educational Organization
12%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Everbridge IT Alerting?
It's mainly for mass notification and pooling of contacts. Pooling of customers is valuable.
What needs improvement with Everbridge IT Alerting?
The solution's non-targeted communication with external parties could be enhanced.
What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
What is your experience regarding pricing and costs for Zendesk Support?
I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.
What needs improvement with Zendesk Support?
Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Choice Hotels, Alexion, Navy Federal Credit Union, EastWest Bank, IBM, Core Logic, Paypal, Charter Communications, Lowes, Express Scripts, Finastra, Worldpay
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about PagerDuty, Atlassian, Splunk and others in IT Alerting and Incident Management. Updated: February 2025.
832,138 professionals have used our research since 2012.