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Ivanti Neurons for ITSM vs Zendesk comparison

Ivanti and Zendesk are both solutions in the Help Desk Software category. Ivanti is ranked #10 with an average rating of 8.3, while Zendesk is ranked #9 with an average rating of 7.2. Ivanti holds a 2.5% mindshare in HDS, compared to Zendesk’s 4.6% mindshare. Additionally, 91% of Ivanti users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.
Ivanti Neurons for ITSM
Read 16 Ivanti Neurons for ITSM reviews
  • 1,143 Views
  • 903 Comparison Views
91% willing to recommend
Zendesk
Read 60 Zendesk reviews
  • 3,045 Views
  • 1,431 Comparison Views
93% willing to recommend
 

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.

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To learn more, read our detailed Ivanti Neurons for ITSM vs. Zendesk Report (Updated: July 2025).
Buyer's Guide
Ivanti Neurons for ITSM vs. Zendesk
July 2025
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Helped 861,524 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
10th
Ranking in IT Service Management (ITSM)
6th
Average Rating
8.4
Reviews Sentiment
6.7
Number of Reviews
16
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in Help Desk Software
9th
Ranking in IT Service Management (ITSM)
9th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
60
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (21st), Sales Force Automation (9th), Reporting (16th), Knowledge Management Software (4th), Community Platforms (3rd)
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.5%, up from 1.5% compared to the previous year. The mindshare of Zendesk is 4.6%, up from 4.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Anoir LOUHICHI - PeerSpot reviewer
Integration flexibility and informative dashboards enable effective workflow management
Ivanti Neurons allows me to adjust our workflow according to our needs. It offers flexibility, integration with our solution, sends alerts, and provides information about service availability. The tool also allows me to manage partners and deal with recurrent incidents and errors. The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.
Read full review
JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.
Read full review

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 technical support is excellent. I rate the technical support a ten out of ten."
"The solution is easy to use and has a user-friendly interface"
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"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."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
More Ivanti Neurons for ITSM pros
"It's a very stable tool, very powerful."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is a scalable solution."
"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."
"It's very convenient to use."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The stability has been very good."
More Zendesk pros
 

Cons

"The user interface must be made simpler and more effective."
"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's a lack of integration with other products. This needs to be improved."
"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."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"They could provide product integration with popular platforms."
More Ivanti Neurons for ITSM cons
"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."
"Report generation is still slightly tricky and not very customizable as per my inquiries."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The support team is time-consuming, and they don't find the answer to our problem."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"It needs to improve in terms of its flexibility, price, and installation."
"You couldn't give administrative access to new hires."
More Zendesk cons
 

Pricing and Cost Advice

"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 product is affordable for small businesses."
"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."
"From what I hear, Zendesk's pricing is a little expensive."
"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."
"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."
"The price is very competitive."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
12%
Government
9%
Educational Organization
8%
Computer Software Company
23%
Financial Services Firm
8%
Educational Organization
7%
Manufacturing Company
6%
 

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.
See all answers
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.
See all answers
What needs improvement with Ivanti Neurons for ITSM?
There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.
See all answers
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 ...
See all answers
What is your experience regarding pricing and costs for Zendesk Support?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.
See all answers
What needs improvement with Zendesk Support?
There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...
See all answers
 

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Product Reports

Buyer's Guide
Ivanti Neurons for ITSM
July 2025
Ivanti Neurons for ITSM reportDownload Ivanti Neurons for ITSM product report
Buyer's Guide
Zendesk
June 2025
Zendesk reportDownload Zendesk product report
 

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.

Zendesk
 

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
Buyer's Guide
Ivanti Neurons for ITSM vs. Zendesk
July 2025
Free Report: Ivanti Neurons for ITSM vs. Zendesk
Find out what your peers are saying about Ivanti Neurons for ITSM vs. Zendesk and other solutions. Updated: July 2025.
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See our Ivanti Neurons for ITSM vs. Zendesk report.
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