We performed a comparison between Ivanti Neurons for ITSM and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"It is easy to set up."
"The solution is easy to use and has a user-friendly interface"
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's very convenient to use."
"It is a scalable solution."
"Zendesk Support has a lot of good APIs."
"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."
"We rarely had issues with Zendesk."
"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."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The patching for non-Windows OSes such as Linux is poor."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Support needs improvement in terms of responsiveness and timeliness."
"There's a lack of integration with other products. This needs to be improved."
"We'd like more integration with solutions like SolarWinds."
"You couldn't give administrative access to new hires."
"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."
"The price of the solution should be reduced."
"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."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The solution could integrate better with QR codes from some websites such as Facebook."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Ivanti Neurons for ITSM is rated 8.2, while Zendesk is rated 8.2. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Cherwell Service Management, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Ivanti Neurons for ITSM vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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