Compare Serviceaide Intelligent Service Management vs. Zendesk Guide

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Top Review
Find out what your peers are saying about ServiceNow, Atlassian, Atera and others in IT Service Management (ITSM). Updated: September 2021.
534,057 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
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

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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.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

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Cons
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

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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,""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."

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Pricing and Cost Advice
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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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Top Answer: 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… more »
Top Answer: The licensing is yearly and it's less than 30 grand, I believe. We had a lot of things that were grandfathered in, so we were using a lot of things - Zendesk Guide Professional, Zendesk Explore… more »
Top Answer: In terms of what could be improved, it was not easy to set up so we're only using a third of all of the features, and we wanted something that was easier to configure and set up. I asked my director… more »
Ranking
Views
260
Comparisons
168
Reviews
1
Average Words per Review
448
Rating
6.0
Views
2,976
Comparisons
2,606
Reviews
2
Average Words per Review
1,464
Rating
7.0
Comparisons
Also Known As
Serviceaide ISM, Nimsoft Service Desk, CA Cloud Service Management
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Overview
CA Cloud Service Management is an innovative Service Management solution architected to speed and streamline your service desk operations while reducing complex and repetitive tasks. It delivers comprehensive automation capabilities to help reduce manual, tedious tasks.

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 Serviceaide Intelligent Service Management
Learn more about Zendesk Guide
Sample Customers
Oakwood Systems Group
Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
REVIEWERS
Financial Services Firm25%
Healthcare Company25%
Educational Organization13%
Media Company13%
VISITORS READING REVIEWS
Computer Software Company34%
Government10%
Comms Service Provider8%
Insurance Company6%
REVIEWERS
Computer Software Company26%
Financial Services Firm13%
Non Profit9%
Marketing Services Firm9%
VISITORS READING REVIEWS
Computer Software Company31%
Comms Service Provider22%
Government7%
Educational Organization3%
Company Size
REVIEWERS
Small Business20%
Midsize Enterprise7%
Large Enterprise73%
REVIEWERS
Small Business41%
Midsize Enterprise39%
Large Enterprise20%
Find out what your peers are saying about ServiceNow, Atlassian, Atera and others in IT Service Management (ITSM). Updated: September 2021.
534,057 professionals have used our research since 2012.

Serviceaide Intelligent Service Management is ranked 24th in IT Service Management (ITSM) with 1 review while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 3 reviews. Serviceaide Intelligent Service Management is rated 6.0, while Zendesk Guide is rated 7.0. The top reviewer of Serviceaide Intelligent Service Management writes "A fairly stable solution that’s highly mature, but has a poor user interface". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". Serviceaide Intelligent Service Management is most compared with ServiceNow, Clarity SM and Zoho Desk, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, TeamViewer Servicecamp and TOPdesk.

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.