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Alemba Service Manager vs Zendesk comparison

Alemba and Zendesk are both solutions in the IT Service Management (ITSM) category. Alemba is ranked #30, while Zendesk is ranked #6 with an average rating of 7.6. Alemba holds a 1.0% mindshare in ISM, compared to Zendesk’s 4.6% mindshare. Additionally, 100% of Alemba users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.
Alemba Service Manager
Read 3 Alemba Service Manager reviews
  • 506 Views
  • 501 Comparison Views
100% willing to recommend
Zendesk
Read 68 Zendesk reviews
  • 5,200 Views
  • 1,872 Comparison Views
91% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Alemba Service Manager and Zendesk compete in the service management solutions category. Zendesk has the upper hand due to its comprehensive feature set.

Features: Alemba Service Manager includes change management, asset management, and robust reporting capabilities. Zendesk provides ticketing, support automation, and multi-channel support. The primary difference lies in their focus; Alemba caters to complex IT environments, while Zendesk offers a versatile help desk solution.

Ease of Deployment and Customer Service: Alemba Service Manager offers a tailored deployment process with dedicated support for organizations needing customizable solutions. Zendesk provides quick cloud-based deployment along with extensive online resources, benefiting those seeking rapid implementation.

Pricing and ROI: Alemba Service Manager is a cost-effective option with favorable ROI due to its included support services and lower setup costs. Zendesk requires higher initial investment, potentially offering better long-term value through its expansive feature set, returning substantial value in diverse support environments.

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To learn more, read our detailed Alemba Service Manager vs. Zendesk Report (Updated: December 2025).
Buyer's Guide
Alemba Service Manager vs. Zendesk
December 2025
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Review summaries and opinions

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

Categories and Ranking

Alemba Service Manager
Ranking in IT Service Management (ITSM)
30th
Average Rating
7.4
Reviews Sentiment
6.3
Number of Reviews
3
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in IT Service Management (ITSM)
6th
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
68
Ranking in other categories
CRM Customer Engagement Centers (4th), CRM (8th), Help Desk Software (4th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (7th), AI IT Support (7th)
 

Mindshare comparison

As of January 2026, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 1.0%, up from 0.8% compared to the previous year. The mindshare of Zendesk is 4.6%, up from 3.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
Zendesk4.6%
Alemba Service Manager1.0%
Other94.4%
IT Service Management (ITSM)
 

Featured Reviews

reviewer1099623 - PeerSpot reviewer
reviewer1099623
ICT Analyst at a energy/utilities company with 5,001-10,000 employees
Fulfills all IT management needs, simple setup, but could be more user-friendly
Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.
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AmandaSanchez - PeerSpot reviewer
AmandaSanchez
Consultant and Startup Founder at AimHi Enterprises
Macros and automation have streamlined workflows and reduced manual effort across support teams
The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.
Read full review

Quotes from Members

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

Pros

"The workflow is very good, as well as customizable."
"Incident Management is the most valuable feature of the solution."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"The initial setup is simple and straightforward."
"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 collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."
"The benefits I have seen from using Zendesk include faster response times; as a CSM, faster response is the goal, which solves the customer's challenge in a timely manner, and Zendesk offers that capability, which is beneficial."
"We rarely had issues with Zendesk."
"It's a very stable tool, very powerful."
"My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at."
"We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request."
More Zendesk pros
 

Cons

"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The reporting needs to be improved."
"The product should improve its ability to integrate with third-party tools."
"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."
"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 price of the solution should be reduced."
"The dashboard could be better."
"My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process."
"You couldn't give administrative access to new hires."
"Report generation is still slightly tricky and not very customizable as per my inquiries."
"Zendesk has not positively impacted my organization."
More Zendesk cons
 

Pricing and Cost Advice

"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."
"The product is much cheaper than ServiceNow."
"From what I hear, Zendesk's pricing is a little expensive."
"The price is very competitive."
"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."
"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."
"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."
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Top Industries

By visitors reading reviews
No data available
Manufacturing Company
9%
Performing Arts
8%
Computer Software Company
8%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business36
Midsize Enterprise21
Large Enterprise11
 

Questions from the Community

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Earn 20 points
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 ...
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What is your experience regarding pricing and costs for Zendesk Support?
From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...
See all answers
What needs improvement with Zendesk Support?
I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...
See all answers
 

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Product Reports

Buyer's Guide
IT Service Management (ITSM)
December 2025
Alemba Service Manager reportDownload Alemba Service Manager product report
Buyer's Guide
Zendesk
January 2026
Zendesk reportDownload Zendesk product report
 

Also Known As

vFire
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Interactive Demo

Alemba
Demo not available
Zendesk
 

Overview

Alemba Service Manager (ASM), is a global, ITIL-aligned ITSM tool. Certified for 18 PinkVERIFY practices including Incident Management, Problem Management, and Change Management, reducing response time through automated workflows.

Rapid Start expedites deployment with a pre-built database, and no-code process development simplifies workflow creation.

ASM offers organizational transformation by enhancing workflows, ensuring standardization, and adapting to departmental needs.

ASM fits any global business managing information. Our competitive and unique pricing model takes into account different levels of participation in organizations, offering a solution for everyone.

Alemba

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Zendesk
 

Sample Customers

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Buyer's Guide
Alemba Service Manager vs. Zendesk
December 2025
Free Report: Alemba Service Manager vs. Zendesk
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