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Most Helpful Review
Use Zendesk Guide? Share your opinion.
Find out what your peers are saying about HEAT Service Management vs. Zendesk Guide and other solutions. Updated: January 2021.
456,719 professionals have used our research since 2012.
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"

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"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."

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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."

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"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,"

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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."

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"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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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
456,719 professionals have used our research since 2012.
Ranking
Views
1,394
Comparisons
1,035
Reviews
3
Average Words per Review
677
Rating
7.3
Views
3,603
Comparisons
3,167
Reviews
2
Average Words per Review
1,464
Rating
7.0
Popular Comparisons
Compared 4% of the time.
Compared 35% of the time.
Compared 16% of the time.
Compared 2% of the time.
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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.

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Learn more about Zendesk Guide
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 UniversityShopify, 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%
Find out what your peers are saying about HEAT Service Management vs. Zendesk Guide and other solutions. Updated: January 2021.
456,719 professionals have used our research since 2012.

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.