Ivanti Neurons for ITSM vs Zendesk comparison

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Ivanti Neurons for ITSM

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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: April 2026).

Ivanti Neurons for ITSM vs. Zendesk

April 2026

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Helped 886,906 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:

ROI

Sentiment score

4.8

Ivanti Neurons for ITSM increased ROI with improved First Call Close rates and time savings due to effective workflows and reporting.

Sentiment score

6.0

Zendesk provides significant ROI with cost savings, productivity boosts, and improved efficiency through better ticket management and supportive sales team.

No quotes available

For more quotes and insights, download the Ivanti Neurons for ITSM report

I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

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

reviewer2795478

Technical Solutions Lead at a computer software company with 51-200 employees

I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.

Filipe Abreu

Junior system analyst at Wevt clous

Customer Service

Sentiment score

7.3

Ivanti Neurons for ITSM is praised for technical support, timely updates, and effective problem-solving despite minor response delay concerns.

Sentiment score

6.2

Zendesk support is praised for responsiveness and availability but criticized for slow responses and lack of personal interaction.

Ivanti is very responsive and releases new features and updates in a timely manner.

For more quotes and insights, download the Ivanti Neurons for ITSM report

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

There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The technical support provided by Zendesk has been very satisfactory.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

Scalability Issues

Sentiment score

7.9

Ivanti Neurons for ITSM offers excellent scalability and adaptability for organizations of all sizes, with seamless integration and stability.

Sentiment score

7.2

Zendesk is adaptable and scalable for diverse organizations, handling growth well but posing challenges in cost and customization.

No quotes available

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We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk can scale from very small companies to very large ones.

CEO at Etcetera Networks

Zendesk's scalability is excellent.

For more quotes and insights, download the Zendesk report

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Stability Issues

Sentiment score

7.3

Ivanti Neurons for ITSM is reliable but occasionally faces issues like caching, response speed, and browser compatibility challenges.

Sentiment score

7.8

Zendesk is reliable and stable, with minor issues and rare outages, communicated promptly via Twitter, ideal for small businesses.

I would rate the stability from one to ten as a nine.

For more quotes and insights, download the Ivanti Neurons for ITSM report

Technical Account Manager at a computer software company with 11-50 employees

They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The stability has been quite reliable.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Room For Improvement

Ivanti Neurons for ITSM needs improvement in support, customization, integration, UI, AI, pricing, training, and documentation.

Zendesk users seek enhancements like efficient ticket merging, advanced reporting, better integrations, improved usability, and AI features.

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

Anoir LOUHICHI

Consultant ITSM at Easydesk

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.

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

Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices.

For more quotes and insights, download the Ivanti Neurons for ITSM report

Technical Account Manager at a computer software company with 11-50 employees

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.

Filipe Abreu

Junior system analyst at Wevt clous

Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.

For more quotes and insights, download the Zendesk report

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.

Dimitri Cooper

Project Manager III at City of Union City Government

Setup Cost

Ivanti Neurons for ITSM is cost-effective, subscription-based, with user licenses based on IT analysts, plus optional professional services.

Zendesk's pricing is high but flexible, justified by its value in saving time and enhancing customer experience.

I think the pricing aspect is cost-efficient.

For more quotes and insights, download the Ivanti Neurons for ITSM report

Technical Account Manager at a computer software company with 11-50 employees

It is not the cheapest solution nor the most expensive, but it provides value for money.

CEO at Etcetera Networks

The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

Valuable Features

Ivanti Neurons for ITSM enhances service delivery with AI-driven automation, integrations, and robust management features for operational efficiency.

Zendesk enhances productivity with customizable ticket management, CRM integrations, automation, and multi-channel support for improved customer satisfaction.

The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.

Anoir LOUHICHI

Consultant ITSM at Easydesk

What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system.

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

I like the patch management side of things in this solution. You can set deployment rings so patches are rolled out in phases rather than hitting everyone at once, which reduces risk.

For more quotes and insights, download the Ivanti Neurons for ITSM report

Technical Account Manager at a computer software company with 11-50 employees

It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.

CEO at Etcetera Networks

Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.

Filipe Abreu

Junior system analyst at Wevt clous

Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

Categories and Ranking

Ivanti Neurons for ITSM

Ranking in Help Desk Software

12th

Ranking in IT Service Management (ITSM)

12th

Average Rating

8.2

Reviews Sentiment

6.9

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 (3rd), CRM (9th), Reporting (10th), Knowledge Management Software (3rd), AI Customer Support (5th), AI IT Support (6th)

Mindshare comparison

As of April 2026, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.0%, down from 2.3% compared to the previous year. The mindshare of Zendesk is 4.9%, up from 3.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Zendesk	4.9%
Ivanti Neurons for ITSM	2.0%
Other	93.1%

IT Service Management (ITSM)

Featured Reviews

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

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

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

Consultant and Startup Founder at AimHi Enterprises

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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Top Industries

By visitors reading reviews

Manufacturing Company

10%

Financial Services Firm

10%

Computer Software Company

10%

Educational Organization

Financial Services Firm

Construction Company

Manufacturing Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	9
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 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 is your primary use case for Ivanti Neurons for ITSM?

What I appreciate about Ivanti Neurons for ITSM is that we use it for raising and creating change requests for addressing tasks such as server patching, workstation patching, BIOS updates, and driv...

What advice do you have for others considering Ivanti Neurons for ITSM?

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...

What is your primary use case for Zendesk Support?

I have been using Zendesk for approximately five years now. I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email...

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Product Reports

Download Ivanti Neurons for ITSM product report

Ivanti Neurons for ITSM

April 2026

Download Zendesk product report

March 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