We performed a comparison between Serviceaide ChangeGear 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."The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Zendesk Support has a lot of good APIs."
"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."
"The stability has been very good."
"It is a scalable solution."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's very convenient to use."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"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."
"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."
"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."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The dashboard could be better."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
Earn 20 points
Serviceaide ChangeGear is ranked 31st in Help Desk Software while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Serviceaide ChangeGear is rated 7.6, while Zendesk is rated 8.2. The top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Serviceaide ChangeGear is most compared with ServiceNow, BMC Helix ITSM and Zoho Desk, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Serviceaide ChangeGear vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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