Ivanti Neurons for ITSM vs Zendesk comparison

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Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Ivanti Neurons for ITSM and Zendesk compete in the IT service management category. Ivanti Neurons for ITSM holds the upper hand in comprehensive customization and automation, while Zendesk leads with ease of use and integration.

Features: Ivanti Neurons for ITSM provides advanced automation tools, customizable workflows, and service catalog features. Zendesk focuses on user-friendly ticketing systems, seamless integrations with third-party applications, and a robust self-service platform.

Room for Improvement: Ivanti Neurons for ITSM could improve its initial setup complexity, integration simplicity, and user interface intuitiveness. Zendesk could enhance its customization features, reporting depth, and support for large enterprise environments.

Ease of Deployment and Customer Service: Zendesk is recognized for its easy and quick deployment with strong customer service support. Ivanti Neurons for ITSM might require a more detailed initial configuration but offers significant benefits for tailored environments.

Pricing and ROI: Ivanti Neurons for ITSM may have higher upfront costs due to its customization capabilities, potentially leading to higher ROI in adaptable settings. Zendesk offers cost-effective upfront pricing with faster returns, ideal for swift implementation and immediate benefits.

To learn more, read our detailed Ivanti Neurons for ITSM vs. Zendesk Report (Updated: March 2026).

Ivanti Neurons for ITSM vs. Zendesk

March 2026

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Helped 883,619 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Ivanti Neurons for ITSM

Ranking in Help Desk Software

14th

Ranking in IT Service Management (ITSM)

13th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

4th

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (9th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (20th), AI IT Support (5th)

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.2%, up from 2.1% compared to the previous year. The mindshare of Zendesk is 5.4%, up from 4.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Zendesk	5.4%
Ivanti Neurons for ITSM	2.2%
Other	92.4%

Help Desk Software

Featured Reviews

Rajat_Srivastava

Manager - Technical Support at a tech vendor with 10,001+ employees

Has helped streamline ticketing and change management while offering clear documentation support

Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.

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AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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Quotes from Members

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

Pros

"The solution's installation depends on its customization. It is easy."

"The integrations are quite simple and clear."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

"It is easy to set up."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

"Ivanti Neurons allows me to adjust our workflow according to our needs."

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

"This is an excellent alternative to ServiceNow for smaller companies."

More Ivanti Neurons for ITSM pros

"The initial setup is simple and straightforward."

"It is a scalable solution."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"Zendesk has helped us to increase productivity and has reduced the time between when a ticket is opened and when it is completed."

"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."

"My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option."

"Time saved is definitely a benefit because it puts all of our tickets in one spot."

More Zendesk pros

Cons

"Configuration requirements are extensive, even in basic Service Desk processes."

"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."

"Support needs improvement in terms of responsiveness and timeliness."

"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."

"The patching for non-Windows OSes such as Linux is poor."

"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"The user interface must be made simpler and more effective."

More Ivanti Neurons for ITSM cons

"We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized."

"The solution could integrate better with QR codes from some websites such as Facebook."

"Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more of its capabilities."

More Zendesk cons

Pricing and Cost Advice

"The product is affordable for small businesses."

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

"The price is on the higher side. The support is included in the standard licensing fees."

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"The price is very competitive."

"From what I hear, Zendesk's pricing is a little expensive."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

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Top Industries

By visitors reading reviews

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

10%

Educational Organization

Manufacturing Company

Performing Arts

Outsourcing Company

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

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?

Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool. I am not sure if there i...

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?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

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Product Reports

Download Ivanti Neurons for ITSM product report

Ivanti Neurons for ITSM

February 2026

Download Zendesk product report

February 2026

Also Known As

HEAT Service Management

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

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