

Find out in this report how the two AI IT Support solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Time saved is definitely a benefit because it puts all of our tickets in one spot.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
The number of people who know Commvault Cloud is lesser compared to Veeam.
At the pre-sale cycle, we have spocks aligned from Commvault with whom we get in touch, and they provide all the required support that we need.
Customer support has very closed departments, requiring us to shuffle between them to get one thing done because representatives have limited accessibility.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
I have not faced any downtimes with Commvault Cloud.
Commvault Cloud is highly stable, and I would rate it a ten out of ten.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
The stability has been quite reliable.
I would like to see AI capabilities in Commvault Cloud.
I feel that the support is not yet up to the mark, with not enough professional engineers to provide assistance.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
Commvault Cloud is expensive, and there is room for the price to be 10-15 percent lower than what they are charging currently.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
We can back up unlimited TBs due to our per node license.
Other features include endpoint solutions, integration with Office 365, ransomware protection, archival for long-term retention, and no ingress or egress charges.
The public cloud acts as a bigger solution for the on-premise while the on-premise acts as a DR for the public cloud workloads.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
| Product | Mindshare (%) |
|---|---|
| Zendesk | 7.1% |
| Commvault Cloud | 4.1% |
| Other | 88.8% |


| Company Size | Count |
|---|---|
| Small Business | 57 |
| Midsize Enterprise | 24 |
| Large Enterprise | 82 |
| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
Commvault Cloud is the ultimate cyber resilience platform built to meet the demands of the hybrid
enterprise. Beyond its core functionality of data backup and recovery across diverse workloads, including applications, databases, virtual machines, and files, Commvault Cloud stands out as a robust defense against ransomware. Going beyond backup, the platform integrates advanced data security features such as encryption, access control, and threat detection, safeguarding against unauthorized access and cyber threats.
With tools for data management, classification, and migration, businesses can optimize storage costs, enhance accessibility, and comply with regulations seamlessly. Boasting cloud integration with major providers like AWS, Azure, and Google Cloud, Commvault Cloud leverages the scalability and flexibility of the cloud for comprehensive data protection and management. The platform's automation capabilities streamline tasks, and its reporting and analytics features provide valuable insights into data usage, potential risks, and optimization strategies. Commvault Cloud is not just a security tool; it is a key component of cyber resilience, enabling organizations to not only protect against cyberattacks but also recover swiftly and minimize the impact of incidents. Elevate your cyber resilience strategy with Commvault Cloud.
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.
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