We performed a comparison between Ivanti Neurons for ITSM and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution is easy to use and has a user-friendly interface"
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"It is easy to set up."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"It's very convenient to use."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It is a scalable solution."
"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"We rarely had issues with Zendesk."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"The stability has been very good."
"Support needs improvement in terms of responsiveness and timeliness."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"There's a lack of integration with other products. This needs to be improved."
"The patching for non-Windows OSes such as Linux is poor."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"The user interface must be made simpler and more effective."
"We'd like more integration with solutions like SolarWinds."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The price of the solution should be reduced."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The support team is time-consuming, and they don't find the answer to our problem."
"You couldn't give administrative access to new hires."
"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."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"It needs to improve in terms of its flexibility, price, and installation."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while Zendesk is ranked 11th in Help Desk Software with 57 reviews. Ivanti Neurons for ITSM is rated 8.2, while Zendesk is rated 8.2. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". On the other hand, the top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM and ManageEngine ServiceDesk Plus, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Ivanti Neurons for ITSM vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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