We performed a comparison between NinjaOne and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most important aspect of this tool is the security it provides our company."
"NinjaOne's best feature is its monitoring."
"NinjaOne helps us view the status of software patching, whether the PC is locked or unlocked."
"The policies are probably the most valuable features. They're similar in function to Microsoft group policies where we can have it monitor certain things or push out software on a schedule. I would rate the policies eight out of 10. They're robust, I could monitor most of the things that Windows Performance Monitoring keeps tabs on."
"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"The solution's most valuable feature is related to its remote access...I know that NinjaOne's technical support is good."
"We can use it for remote monitoring, and it also works great as a troubleshooting tool. We are able to open up a command line or a PowerShell session remotely without having to disrupt the user. They have a limited network device monitoring capability, but for workstation servers, we have the event logs. We can do performance monitoring, system changes, software deployment, and patch management. We can also push scripts. It has a very simple web interface. There are no additional things to do there. Security is also pretty good. It does the same things that the other competitor's tools do. One of the advantages of Ninja is that they have a more capable mobile app, which allows you to see the alerts immediately. I get alerted to major critical issues."
"The installation is easy, it only took two minutes."
"The initial setup is simple and straightforward."
"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."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The stability has been very good."
"It's very convenient to use."
"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's a very stable tool, very powerful."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The ticketing system in NinjaOne is not the best."
"NinjaOne's pricing and user interface needs improvement."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"I wish that they integrated it with more antivirus solutions. Currently, they only push Defender, but it doesn't really have integration with SentinelOne. It also didn't integrate with Trend Micro, which we were using previously. I would also like to have more control from the mobile app. As of now, I am able to see some performance values, but I can't see, for example, disk activity or disk performance values. If they can improve their app a little bit, it would help greatly. They can also improve the tech interface. If I assign certain techs to a bunch of specific machines, they only get those alerts that they're assigned to."
"NinjaOne's reporting module is cumbersome."
"NinjaOne's dashboard could be easier to use."
"The solution could improve by optimizing the internet connection being used."
"I would like to see more scripts for PowerShell commands."
"The dashboard could be better."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"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."
"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."
"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."
"You couldn't give administrative access to new hires."
NinjaOne is ranked 7th in IT Service Management (ITSM) with 14 reviews while Zendesk is ranked 8th in IT Service Management (ITSM) with 57 reviews. NinjaOne is rated 8.0, while Zendesk is rated 8.2. The top reviewer of NinjaOne writes "A tool that helps with a lot of configurations and creates automation processes that work perfectly". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". NinjaOne is most compared with Atera, N-able N-central, Microsoft Configuration Manager, LogMeIn Central and ConnectWise Automate, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our NinjaOne vs. Zendesk report.
See our list of best IT Service Management (ITSM) vendors.
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