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Ivanti Neurons for ITSM vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

Customer Service

No sentiment score available
Ivanti Neurons for ITSM customer support is generally responsive, but some users experience delays and additional cost concerns.
No sentiment score available
Zendesk support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
 

Room For Improvement

Sentiment score
4.9
Ivanti Neurons for ITSM needs better integration, simplified UI, improved patching, flexible user permissions, and enhanced support and documentation.
Sentiment score
5.0
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
 

Scalability Issues

Sentiment score
7.8
Ivanti Neurons for ITSM is highly scalable, supporting diverse user bases and integrating seamlessly with other Ivanti solutions.
Sentiment score
8.8
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
 

Setup Cost

No sentiment score available
Ivanti Neurons for ITSM's annual per-user costs can be high, challenging small businesses with additional licensing and service fees.
No sentiment score available
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
 

Stability Issues

Sentiment score
7.0
Ivanti Neurons for ITSM is deemed reliable, though some users report minor access and performance issues under specific conditions.
Sentiment score
6.2
Zendesk is largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
 

Valuable Features

Sentiment score
8.6
Ivanti Neurons for ITSM offers customizable workflows, automation, and AI features, excelling in incident management and cost-effectiveness.
Sentiment score
8.5
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
 

Categories and Ranking

Ivanti Neurons for ITSM
Ranking in Help Desk Software
13th
Ranking in IT Service Management (ITSM)
10th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
15
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in Help Desk Software
11th
Ranking in IT Service Management (ITSM)
9th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (21st), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 1.8%, up from 1.3% compared to the previous year. The mindshare of Zendesk is 4.2%, down from 4.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Sanjay Mukhopadhyay - PeerSpot reviewer
The solution comes with a host of features for hyper-automation
The initial setup is a mix of complex and straightforward because it depends on which modules you are implementing for ITSM. There are a lot of complex workflows and SLAs around the workflow. We have to configure much more complex things than just Patch Management and Endpoint. For example, it might not take even two weeks to roll out APM for 10,000 assets, but it will take three months to roll out ITSM for 10,000 assets and an equal number of users. That's because the modules you were implementing require much more knowledge, and there are a lot of complexities and nitty-gritties inside the tool which need to be understood. ITSM skill sets are in demand because reaching an L3 certification is not easy. We have those certified skill sets. That's why we're able to roll out at a fast pace. With standard documentation available, it's very clear for a certified resource to understand step-wise implementation. For every step, there is a "build and test" approach. It's a continuous integration. You follow this process, so you don't suddenly realize there are many issues at the end of setup. You have to keep testing each module and process as you roll out. It's not complex, but you need to know the product.
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
Government
16%
Computer Software Company
12%
Financial Services Firm
10%
Healthcare Company
9%
Computer Software Company
22%
Educational Organization
10%
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 Ivanti Neurons for ITSM?
I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.
What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?
The price is on the higher side. The support is included in the standard licensing fees.
What needs improvement with Ivanti Neurons for ITSM?
They could provide product integration with popular platforms like WhatsApp for customer communication and enhancing software asset management capabilities.
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

HEAT Service Management
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Learn More

Video not available
 

Overview

 

Sample Customers

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Ivanti Neurons for ITSM vs. Zendesk and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.