HEAT Service Management vs. Zendesk Guide Comparison

HEAT Service Management

Zendesk Guide

HEAT Service Management

Read 3 HEAT Service Management reviews.

1,394 views|1,035 comparisons

Zendesk Guide

Read 2 Zendesk Guide reviews.

3,603 views|3,167 comparisons

Most Helpful Review

David M. Colburn

Senior IT Service Management & ServiceNow Consultant at Independent

Built-in integrations help to implement basic service desk processes

The State of Idaho has standardized on Ivanti. However, there is no common tool design and implementation strategy across all State agencies for... Read more »

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Free Report: HEAT Service Management vs. Zendesk Guide

Find out what your peers are saying about HEAT Service Management vs. Zendesk Guide and other solutions. Updated: January 2021.

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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
"This is an excellent alternative to ServiceNow for smaller companies.""The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there.""The solution is easy to use and has a user-friendly interface" More HEAT Service Management Pros »	"The product offers very good management. It has a great ability to assign tickets based on content.""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." More Zendesk Guide Pros »
Cons
"Configuration requirements are extensive, even in basic Service Desk processes.""Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much.""There's a lack of integration with other products. This needs to be improved." More HEAT Service Management Cons »	"The solution itself wasn't easy to set up.""It wasn't easy to set up so we're only using a third of all of the features," More Zendesk Guide Cons »

Pricing and Cost Advice

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

More HEAT Service Management 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."

More Zendesk Guide Pricing and Cost Advice »

See Which Vendors Are Best For You Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs. See Recommendations 456,719 professionals have used our research since 2012.
Ranking
14th out of 33 in IT Service Management (ITSM) Views 1,394 Comparisons 1,035 Reviews 3 Average Words per Review 677 Rating 7.3	12th out of 33 in IT Service Management (ITSM) Views 3,603 Comparisons 3,167 Reviews 2 Average Words per Review 1,464 Rating 7.0
Popular Comparisons
ServiceNow vs. HEAT Service Management Compared 59% of the time. JIRA Service Desk vs. HEAT Service Management Compared 20% of the time. Cherwell Service Management vs. HEAT Service Management Compared 7% of the time. ManageEngine ServiceDesk Plus vs. HEAT Service Management Compared 6% of the time. TOPdesk vs. HEAT Service Management Compared 4% of the time. See more HEAT Service Management competitors » + Add more products to compare	ServiceNow vs. Zendesk Guide Compared 35% of the time. JIRA Service Desk vs. Zendesk Guide Compared 16% of the time. Atlassian Confluence vs. Zendesk Guide Compared 13% of the time. TeamViewer Servicecamp vs. Zendesk Guide Compared 6% of the time. BMC Helix ITSM vs. Zendesk Guide Compared 2% of the time. See more Zendesk Guide competitors » + Add more products to compare
Learn
Ivanti	Zendesk
Overview
HEAT Service Management is a robust, highly flexible IT Service Management (ITSM) application, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best Hybrid IT experience you'll find in the industry, guaranteed.	Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
Offer
Learn more about HEAT Service Management Learn More	Learn more about Zendesk Guide Learn More
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	Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
VISITORS READING REVIEWS Computer Software Company32% Comms Service Provider13% Healthcare Company6% Government6%	REVIEWERS Computer Software Company27% Financial Services Firm14% Construction Company9% Non Profit9% VISITORS READING REVIEWS Computer Software Company32% Comms Service Provider18% Media Company6% Government5%
Company Size
No Data Available	REVIEWERS Small Business37% Midsize Enterprise40% Large Enterprise23%

HEAT Service Management is ranked 14th in IT Service Management (ITSM) with 3 reviews while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 2 reviews. HEAT Service Management is rated 7.4, while Zendesk Guide is rated 7.0. The top reviewer of HEAT Service Management writes "Good incident management and escalation but it is difficult to learn and customize". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". HEAT Service Management is most compared with ServiceNow, JIRA Service Desk, Cherwell Service Management, ManageEngine ServiceDesk Plus and TOPdesk, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Desk, Atlassian Confluence, TeamViewer Servicecamp and BMC Helix ITSM. See our HEAT Service Management vs. Zendesk Guide report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.

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