NinjaOne vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

NinjaOne
Ranking in IT Service Management (ITSM)
7th
Average Rating
8.0
Number of Reviews
15
Ranking in other categories
Network Monitoring Software (27th), Remote Monitoring and Management (RMM) (1st), Patch Management (4th), MSP Backup (4th), Unified Endpoint Management (UEM) (5th)
Zendesk
Ranking in IT Service Management (ITSM)
8th
Average Rating
8.2
Number of Reviews
57
Ranking in other categories
CRM Customer Engagement Centers (4th), CRM (19th), Help Desk Software (11th), Sales Force Automation (7th), Reporting (14th), Knowledge Management Software (2nd), Community Platforms (2nd)
 

Mindshare comparison

As of June 2024, in the IT Service Management (ITSM) category, the mindshare of NinjaOne is 3.3%, up from 3.3% compared to the previous year. The mindshare of Zendesk is 3.5%, down from 5.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
Unique Categories:
Network Monitoring Software
0.5%
Remote Monitoring and Management (RMM)
27.0%
CRM Customer Engagement Centers
5.0%
CRM
1.2%
 

Featured Reviews

Mark Farquharson - PeerSpot reviewer
Nov 29, 2022
Satisfactory support, good value for money, and helpful for visibility into the overall performance of our devices
We are a monitoring service provider. We use it to manage our customers' environment. It is a SaaS solution. So, we are using its latest version It helps us to be able to have visibility into the overall performance of the servers, laptops, and desktops that we are managing currently. The…
BharatR - PeerSpot reviewer
Mar 15, 2024
An cloud-based customer service platforms sold on a software-as-a-service (SaaS) model
My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"NinjaOne's best feature is its monitoring."
"Good at managing updates and for remote support."
"NinjaOne helps us view the status of software patching, whether the PC is locked or unlocked."
"It helps us to be able to have visibility into the overall performance of the servers, laptops, and desktops that we are managing currently."
"The most valuable feature we have found currently is probably patch management."
"The installation is easy, it only took two minutes."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"It's a very stable tool, very powerful."
"The product offers very good management. It has a great ability to assign tickets based on content."
"Zendesk Support has a lot of good APIs."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The initial setup is simple and straightforward."
"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 is very easy to connect back and forth between the requester and the person fulfilling the ticket."
 

Cons

"NinjaOne's reporting module is cumbersome."
"The ticketing system in NinjaOne is not the best."
"The graphical user interface could be improved."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"I want NinjaOne to improve the reports."
"It can have more integrations with third-party providers, such as Deep Instinct. They do partner with certain antivirus or remote access tool partners, but they can increase their portfolio to have more choices."
"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."
"There was a lot of delay with NinjaOne's ticketing system. For example, when a user creates a ticket and raises an issue, it would take 30 to 40 minutes to appear on the IT side. So the time delay issue is the main point."
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The dashboard could be better."
"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."
"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."
"You couldn't give administrative access to new hires."
"The support team is time-consuming, and they don't find the answer to our problem."
 

Pricing and Cost Advice

"NinjaOne's price is fine since my workplace is an educational institution, so we get the product at a really good price considering that we do not pay taxes, making the prices very fair and worth the product."
"The pricing is reasonable and cheaper than ConnectWise."
"We got a pretty good deal. It was fairly affordable."
"Its pricing is great."
"It roughly costs $400 a month. It provides a good value because of the number of tools that you get in the solution. I would rate it a four out of five in terms of pricing. There are no additional costs other than the standard licensing fees."
"I rate the solution’s pricing a five out of ten, where one is the lowest and ten is the most expensive."
"NinjaOne is a little expensive but is still cheaper than competitors like Acronis or Veeam."
"NinjaRMM uses a subscription model."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
"The price is very competitive."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
"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 Industries

By visitors reading reviews
Computer Software Company
16%
Government
6%
University
6%
Manufacturing Company
6%
Computer Software Company
22%
Educational Organization
10%
Financial Services Firm
7%
University
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about NinjaOne?
NinjaOne helps us view the status of software patching, whether the PC is locked or unlocked.
What is your experience regarding pricing and costs for NinjaOne?
The product's pricing depends on the number of PCs or devices.
What needs improvement with NinjaOne?
NinjaOne didn't have a lot of issues, but a few things. Like, I used and I experienced that there was a lot of delay with NinjaOne's ticketing system. For example, when a user creates a ticket and ...
What do you like most about Zendesk Support?
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 ...
What is your experience regarding pricing and costs for Zendesk Support?
You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive. Back then, we were paying $51 p...
What needs improvement with Zendesk Support?
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 ...
 

Comparisons

 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Learn More

 

Overview

 

Sample Customers

Status Pros, Mitchell and Company
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about NinjaOne vs. Zendesk and other solutions. Updated: June 2024.
787,817 professionals have used our research since 2012.