Alemba Service Manager vs Zendesk comparison

Alemba and Zendesk are both solutions in the IT Service Management (ITSM) category. Alemba is ranked #28, while Zendesk is ranked #8 with an average rating of 7.5. Alemba holds a 0.8% mindshare in ISM, compared to Zendesk’s 3.9% mindshare. Additionally, 100% of Alemba users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

Alemba Service Manager

Read 3 Alemba Service Manager reviews

368 Views
190 Comparison Views

100% willing to recommend

Zendesk

Read 60 Zendesk reviews

1,324 Views
738 Comparison Views

93% willing to recommend

Alemba Service Manager

Zendesk

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.

To learn more, read our detailed Alemba Service Manager vs. Zendesk Report (Updated: June 2025).

Buyer's Guide

Alemba Service Manager vs. Zendesk

June 2025

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Helped 858,038 peers since 2012

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)

28th

Average Rating

7.4

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (19th), Help Desk Software (9th), Sales Force Automation (8th), Reporting (14th), Knowledge Management Software (5th), Community Platforms (3rd)

Mindshare comparison

As of June 2025, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 0.8%, down from 0.9% compared to the previous year. The mindshare of Zendesk is 3.9%, down from 4.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

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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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

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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."

"It's very convenient to use."

"The product offers very good management. It has a great ability to assign tickets based on content."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"We rarely had issues with Zendesk."

"Zendesk Support has a lot of good APIs."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

More Zendesk pros

Cons

"The reporting needs to be improved."

"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 product should improve its ability to integrate with third-party tools."

"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."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"The solution could integrate better with QR codes from some websites such as Facebook."

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

"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."

"The solution itself wasn't easy to set up."

"It needs to improve in terms of its flexibility, price, and installation."

"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."

More Zendesk cons

Pricing and Cost Advice

"The product is much cheaper than ServiceNow."

"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."

"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."

"From what I hear, Zendesk's pricing is a little expensive."

"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."

"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."

"The price is very competitive."

"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

Government

24%

Computer Software Company

16%

Non Profit

11%

Energy/Utilities Company

Computer Software Company

24%

Educational Organization

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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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?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

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What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

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Comparisons

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Compared 58% of the time

BMC Helix ITSM vs Alemba Service Manager

Compared 42% of the time

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Compared 16% of the time

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Compared 6% of the time

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BMC Helix ITSM vs Zendesk

Compared 6% of the time

Microsoft Dynamics 365 Customer Service vs Zendesk

Compared 5% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

May 2025

Download Alemba Service Manager product report

Buyer's Guide

Zendesk

May 2025

Download 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

June 2025

Free Report: Alemba Service Manager vs. Zendesk

Find out what your peers are saying about Alemba Service Manager vs. Zendesk and other solutions. Updated: June 2025.

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