PagerDuty Operations Cloud vs Zendesk comparison

PagerDuty Operations Cloud

Read 59 Zendesk reviews

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263 Comparison Views

93% willing to recommend

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between PagerDuty Operations Cloud and Zendesk based on real PeerSpot user reviews.

Find out what your peers are saying about PagerDuty, Atlassian, Splunk and others in IT Alerting and Incident Management.

To learn more, read our detailed IT Alerting and Incident Management Report (Updated: October 2024).

IT Alerting and Incident Management

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Helped 814,649 peers since 2012

Categories and Ranking

PagerDuty Operations Cloud

Average Rating

8.8

Number of Reviews

Ranking in other categories

Process Automation (15th), IT Alerting and Incident Management (1st), AIOps (13th), Critical Event Management (CEM) (2nd)

Zendesk

Average Rating

8.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), CRM (21st), Help Desk Software (11th), IT Service Management (ITSM) (9th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. PagerDuty Operations Cloud is designed for IT Alerting and Incident Management and holds a mindshare of 29.5%, down 32.7% compared to last year.
Zendesk, on the other hand, focuses on CRM Customer Engagement Centers, holds 7.2% mindshare, down 14.1% since last year.

IT Alerting and Incident Management

CRM Customer Engagement Centers

Featured Reviews

Ashish Paikrao

Cloud Infrastructure Engineer at Pathlock

Sep 8, 2023

Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure

We were exploring ManageEngine ServiceDesk. So, we need a feature where we can, like, when an alert triggers, we should alert the recipient by on-call. So, when an alert is detected, a ticket is generated in the management team, and we want to notify them on-call. Like, this ticket has been generated and stuff. So, I would like to see a similar feature in this solution. This is why we want an alternative to PagerDuty. We want an alternative to PagerDuty. So we are getting on-call notifications using PagerDuty, but now we want to replace PagerDuty with ManageEngine ServiceDesk. So whenever some incident happens in the cloud infrastructure, we get data alerts from cloud security. We want to integrate a service that will provide us with notifications on-call. That this server is down, or this website is down, or this thing is going wrong. Another area of improvement is integration. It cannot be integrated with our upgraded Jira system. That's why we are dropping PagerDuty. We won't continue using it due to integration issues.

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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 most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances."

"The SMS pages and the mobile application are pretty much the top two features."

"The initial setup is straightforward."

"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."

"Alert deduplication and noise reduction for alerts are the major features that I found useful."

"PagerDuty's notification process is the most valuable feature."

"The solution's most valuable features are that it adds each alert as a service, has good scheduling capabilities, and includes the ability to write logic based on texts."

"A cool feature is that it helps us to understand the flow of the alert. If the alert was coming to the current on-call and he didn't catch the call or didn't notice it for any reason, it starts being escalated automatically, according to the escalation schedule, or to other teammates. You can see the flow very easily on your phone or via the website, if you want to do a post-mortem."

More PagerDuty Operations Cloud pros

"It's a very stable tool, very powerful."

"It's very convenient to use."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

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

"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."

"It is a scalable solution."

"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."

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

More Zendesk pros

Cons

"It is difficult to send underlying trace files or statuses using PagerDuty."

"Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it."

"They could include incident merging and alert grouping features in the product."

"The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident."

"It cannot be integrated with our upgraded Jira system."

"It is a very non-customizable product, so you cannot add things like root cause analysis or the classification of incidents based on the area where you are getting more incidents. For example, if you're getting a lot of database issues, that may be an are you want to probe."

"It’s quite hard to reach the support team."

"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."

More PagerDuty Operations Cloud cons

"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."

"The dashboard could be better."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

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

"The price of the solution should be reduced."

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

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

"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."

More Zendesk cons

Pricing and Cost Advice

"PagerDuty has monthly and yearly licenses available, the costs of which can get quite high if you have a large number of users."

"If we wanted phone calls or additional SMSs, we would have to pitch up for those. They give us so many per month per user, then we have to pay extra if it goes over that."

"They're very good in pricing compared to the competitors in the area. I would rate them a five out of five in terms of pricing."

"The price is very high."

"The solution is paid on a monthly basis and represents about 1% of the platform's budget."

"Licensing costs are around $700 a month, and the only additional costs, are phone costs in some instances."

"The cost is based on the package you select."

"If you add more people, then you have to pay more, which is always a thing with the SaaS solutions."

More PagerDuty Operations Cloud pricing and cost advice

"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."

"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."

"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."

"The price is very competitive."

"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

Computer Software Company

21%

Financial Services Firm

13%

Manufacturing Company

Retailer

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 PagerDuty?

The product easily integrates with other solutions.

What is your experience regarding pricing and costs for PagerDuty?

The price is very high. I rate the pricing a six out of ten. The license for stakeholders is very limited.

What needs improvement with PagerDuty?

It is difficult to send underlying trace files or statuses using PagerDuty. You can set up email alerts, but you cannot build any triggers using those email alerts. There are limitations; you canno...

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

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 ...

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Product Reports

PagerDuty Operations Cloud

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Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Learn More

PagerDuty

Overview

The PagerDuty Operations Cloud is the platform for mission-critical, time-critical operations work in the modern enterprise. Through the power of AI and automation, it detects and diagnoses disruptive events, mobilizes the right team members to respond, and streamlines infrastructure and workflows across your digital operations. The Operations Cloud is essential infrastructure for revolutionizing digital operations to compete and win as a modern digital business.

PagerDuty Features

PagerDuty has many valuable key features. Some of the most useful ones include:

650+ integrations
Alerting
Native apps with push notifications
On-call duty scheduling
Automatic escalation of alerts
Reliable, distributed architecture
Incident reporting
Real-time monitoring
Network analysis
Issue tracking
Access controls/permissions
Service Level Agreement (SLA) management

PagerDuty Benefits

There are many benefits to implementing PagerDuty. Some of the biggest advantages the solution offers include:

Ideal for developers: With the PagerDuty solution, developers can spend more time focused on code. The solution’s powerful automation and noise reduction capabilities minimize interruptions and mobilize the right team in seconds.

Security incident response: Because of its integration ecosystem, PagerDuty enables you to respond to threats faster, tighten up security vulnerabilities, and get better cross-team visibility.

Critical event management: The solution makes it possible for your organization to get your crisis management team up and running quickly, keep all your business leaders and stakeholders informed in critical moments, and limit any disruptions that could impact your reputation or core business.

Service ownership: PagerDuty’s service ownership allows you to give everyone more autonomy, boost accountability, and minimize the impact of issues by quickly pulling in the right responder every time.

CollabOps: With this solution, you can integrate with chat and video tools like Slack, Zoom, and Microsoft Teams. Doing so makes it easier to contain incidents quickly, avoid manual errors, and streamline work across DevOps, CSOps, BizOps, and ITOps organizations.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the PagerDuty solution.

Brandon J., Director of engineering at a wellness & fitness company, says, "The SMS pages and the mobile application are pretty much the top two features."

PeerSpot reviewer Pramodh M., DevSecOps Consultant at a tech services company, comments, “The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable. There is a flexible and easy way of integrating with monitoring tools. It allows us to configure the integration with APIs and plugins as well.”

Syed Mohammad A., Vice President - Operations and Client Services at a financial services firm, mentions, "PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."

A Principal Architect at an energy/utilities company states, “The most important feature that is used is call scheduling. We are also able to actually call IT folks in the case of an emergency.”

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

40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast

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

IT Alerting and Incident Management