NinjaOne vs Zendesk comparison

NinjaOne and Zendesk are both solutions in the IT Service Management (ITSM) category. NinjaOne is ranked #6 with an average rating of 7.6, while Zendesk is ranked #9 with an average rating of 7.7. NinjaOne holds a 3.5% mindshare in ISM, compared to Zendesk’s 4.1% mindshare. Additionally, 92% of NinjaOne users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

NinjaOne

Read 15 NinjaOne reviews

2,125 Views
1,101 Comparison Views

92% willing to recommend

Zendesk

Read 59 Zendesk reviews

1,971 Views
1,384 Comparison Views

93% willing to recommend

NinjaOne

Zendesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

NinjaOne and Zendesk are key players in IT management and customer support. NinjaOne shows strengths in deployment ease and customer service, whereas Zendesk offers a comprehensive feature set.

Features: NinjaOne includes device management, automation for IT operations, and integration capabilities. Zendesk offers extensive customer support functionalities with scalable ticketing systems and a versatile help center. It also has rich customer engagement tools.

Room for Improvement: NinjaOne could improve in expanding network device monitoring, configuration optimizations for patch management, and initial learning curve for new users. Zendesk may benefit from simplifying its setup, refining integrations for faster performance, and offering more cost-effective solutions for smaller businesses.

Ease of Deployment and Customer Service: NinjaOne provides a straightforward deployment with supportive customer service that ensures a seamless onboarding. On the other hand, Zendesk's setup involves more complexity but is supported by comprehensive guidance and tools to enhance customer engagement.

Pricing and ROI: NinjaOne offers a competitive pricing model with a promising ROI, appealing to cost-conscious organizations. Zendesk requires a bigger initial investment; however, its feature-rich offerings can lead to significant value over time by supporting extensive customer service needs.

To learn more, read our detailed NinjaOne vs. Zendesk Report (Updated: October 2024).

Buyer's Guide

NinjaOne vs. Zendesk

October 2024

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Helped 814,649 peers since 2012

Categories and Ranking

NinjaOne

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.0

Number of Reviews

Ranking in other categories

Network Monitoring Software (25th), Server Monitoring (9th), Remote Access (11th), Mobile Device Management (MDM) (5th), IT Alerting and Incident Management (10th), Remote Monitoring and Management (RMM) (1st), Patch Management (4th), MSP Backup (4th), Unified Endpoint Management (UEM) (6th)

Zendesk

Ranking in IT Service Management (ITSM)

9th

Average Rating

8.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), CRM (21st), Help Desk Software (11th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of NinjaOne is 3.5%, up from 3.4% compared to the previous year. The mindshare of Zendesk is 4.1%, down from 4.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Aziz Lyazami

Manager, Information Technology at NYOS CHARTER SCHOOL

Nov 15, 2023

A tool that helps with a lot of configurations and creates automation processes that work perfectly

I had recently dealt with something that was frustrating in NinjaOne, but I don't remember what it was. I would love it if I could deploy automation processes for locations because, currently, at my workplace, we can't deploy automation processes for locations. In NinjaOne, there is a need to create groups. I already have 12 or 14 locations, where sometimes I just want to deploy some updates, software, or something for specific locations, but I can't do so since I have to go and create a group for that location, which is a lot more work, which I don't like. I would love it if the aforementioned area is considered for improvement. The ticketing system in NinjaOne is not the best. I think NinjaOne has been working on its ticketing system. I have seen how there has been a huge improvement in the tool recently, but it is still not as good as the ticket systems in the market. At my workplace, we don't use ticketing systems. I am waiting for NinjaOne to improve its ticketing system so that I can use it. There is a lot of room for growth and adding more features in NinjaOne. I love how NinjaOne gives its users the possibility to create a custom field, allowing them to create whatever they want. I haven't used NinjaOne a lot, so I don't have anything in mind as to what extra features it needs to have. If I just sit down and look at NinjaOne, I will get a list of things I would love to have in it.

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Ahmed Nassar

Technical Consultant at Spectrum Group

Oct 17, 2023

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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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 most valuable feature is related to its remote access...I know that NinjaOne's technical support is good."

"NinjaOne's best feature is its monitoring."

"NinjaOne helps us view the status of software patching, whether the PC is locked or unlocked."

"The most valuable feature we have found currently is probably patch management."

"We can use it for remote monitoring, and it also works great as a troubleshooting tool. We are able to open up a command line or a PowerShell session remotely without having to disrupt the user. They have a limited network device monitoring capability, but for workstation servers, we have the event logs. We can do performance monitoring, system changes, software deployment, and patch management. We can also push scripts. It has a very simple web interface. There are no additional things to do there. Security is also pretty good. It does the same things that the other competitor's tools do. One of the advantages of Ninja is that they have a more capable mobile app, which allows you to see the alerts immediately. I get alerted to major critical issues."

"It just works as advertised and serves the purpose for which we got it."

"The most relevant feature is the monitoring, which provides built-in tools for sending commands."

"The policies are probably the most valuable features. They're similar in function to Microsoft group policies where we can have it monitor certain things or push out software on a schedule. I would rate the policies eight out of 10. They're robust, I could monitor most of the things that Windows Performance Monitoring keeps tabs on."

More NinjaOne pros

"The product offers very good management. It has a great ability to assign tickets based on content."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"We rarely had issues with Zendesk."

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

"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"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."

More Zendesk pros

Cons

"I wish that they integrated it with more antivirus solutions. Currently, they only push Defender, but it doesn't really have integration with SentinelOne. It also didn't integrate with Trend Micro, which we were using previously. I would also like to have more control from the mobile app. As of now, I am able to see some performance values, but I can't see, for example, disk activity or disk performance values. If they can improve their app a little bit, it would help greatly. They can also improve the tech interface. If I assign certain techs to a bunch of specific machines, they only get those alerts that they're assigned to."

"The graphical user interface could be improved."

"The ticketing system in NinjaOne is not the best."

"The NinjaOne distribution server is highly dependent on an active directory."

"The reporting is lackluster. NinjaOne is great for maintaining systems, but it's hard to use it to understand the state that systems are in without going in and mining the information myself. I rate the reporting two out of 10."

"I would like to see more scripts for PowerShell commands."

"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."

"The solution could improve by optimizing the internet connection being used."

More NinjaOne cons

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

"The dashboard could be better."

"The price of the solution should be reduced."

"The solution itself wasn't easy to set up."

"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."

"You couldn't give administrative access to new hires."

"The support team is time-consuming, and they don't find the answer to our problem."

"It wasn't easy to set up so we're only using a third of all of the features,"

More Zendesk cons

Pricing and Cost Advice

"Its pricing is great."

"I rate the solution’s pricing a five out of ten, where one is the lowest and ten is the most expensive."

"NinjaOne is a little expensive but is still cheaper than competitors like Acronis or Veeam."

"We got a pretty good deal. It was fairly affordable."

"NinjaOne's price is fine since my workplace is an educational institution, so we get the product at a really good price considering that we do not pay taxes, making the prices very fair and worth the product."

"The product's pricing depends on the number of PCs or devices."

"The pricing is reasonable and cheaper than ConnectWise."

"It roughly costs $400 a month. It provides a good value because of the number of tools that you get in the solution. I would rate it a four out of five in terms of pricing. There are no additional costs other than the standard licensing fees."

More NinjaOne pricing and cost advice

"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."

"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."

"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."

"The price is very competitive."

"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."

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

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Top Industries

By visitors reading reviews

Computer Software Company

17%

Manufacturing Company

Government

Financial Services Firm

Computer Software Company

22%

Educational Organization

11%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about NinjaOne?

NinjaOne helps us view the status of software patching, whether the PC is locked or unlocked.

See all answers

What is your experience regarding pricing and costs for NinjaOne?

The product's pricing depends on the number of PCs or devices.

See all answers

What needs improvement with NinjaOne?

NinjaOne didn't have a lot of issues, but a few things. Like, I used and I experienced that there was a lot of delay with NinjaOne's ticketing system. For example, when a user creates a ticket and ...

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?

From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.

See all answers

What needs improvement with Zendesk Support?

Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could ...

See all answers

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Product Reports

Buyer's Guide

NinjaOne

October 2024

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Buyer's Guide

Zendesk

October 2024

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Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Learn More

NinjaOne

Zendesk

Overview

NinjaOne automates the hardest parts of IT, delivering visibility, security, and control over all endpoints for more than 20,000 customers.The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. The company seamlessly integrates with a wide range of IT and security technologies. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. - Learn more here: https://www.ninjaone.com/

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

Status Pros, Mitchell and Company

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

NinjaOne vs. Zendesk

October 2024

Free Report: NinjaOne vs. Zendesk

Find out what your peers are saying about NinjaOne vs. Zendesk and other solutions. Updated: October 2024.

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