GLPI by Teclib vs Zendesk comparison

Read 68 Zendesk reviews

6,933 Views
2,496 Comparison Views

91% willing to recommend

GLPI by Teclib

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

Zendesk and GLPI by Teclib are contenders in the IT service management domain. Zendesk seems to hold an advantage in customer support and ease of use, while GLPI by Teclib offers a feature-rich alternative with extensive customization.

Features: Zendesk includes seamless integration capabilities, multichannel support, and a streamlined ticketing system. GLPI by Teclib provides advanced asset management, comprehensive incident tracking, and customizable workflows.

Room for Improvement: Zendesk could enhance its customization options, reporting depth, and expand on its asset management capabilities. GLPI by Teclib may benefit from an improved user interface, quicker setup time, and enhanced third-party integration.

Ease of Deployment and Customer Service: Zendesk’s cloud-based approach allows for speedy deployment and robust customer support, minimizing technical setup challenges. GLPI by Teclib's open-source nature requires more setup and technical resources but offers significant flexibility for tailored solutions.

Pricing and ROI: Zendesk's subscription model offers predictable expenses and strong ROI due to integration and support efficiency. GLPI by Teclib, being open-source, incurs lower initial costs but may involve higher long-term expenses for customization and maintenance, with cost-effectiveness for those needing its advanced features.

To learn more, read our detailed GLPI by Teclib vs. Zendesk Report (Updated: March 2026).

GLPI by Teclib vs. Zendesk

March 2026

Download the complete report

Helped 884,976 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

GLPI by Teclib

Ranking in IT Service Management (ITSM)

9th

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (9th), Help Desk Software (4th), Reporting (10th), Knowledge Management Software (3rd), AI Customer Support (20th), AI IT Support (5th)

Mindshare comparison

As of March 2026, in the IT Service Management (ITSM) category, the mindshare of GLPI by Teclib is 1.4%, up from 1.0% compared to the previous year. The mindshare of Zendesk is 4.8%, up from 3.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Zendesk	4.8%
GLPI by Teclib	1.4%
Other	93.8%

IT Service Management (ITSM)

Featured Reviews

Dexter De Torres

ITSM Manager at Stratpoint Global Outsourcing, Inc.

Simple to use and very easy to deploy

For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365. If you are not concerned about aesthetics, it is a fine tool. It is a good tool if you are more focused on the functionality. There are some bugs in the tool because it has a lot of features. Correlating all of the features can sometimes cause the tool to fail. If you create a ticket and then link it to an asset, there can arise some issues, but with support, one can customize and fix the issues in the product. The cost of the tool is an area of concern since it is 19 Euros per agent for a month. If your help desk team is of ten people, then you can multiply 19 Euros by ten people. The updates will be automatic if you get the tool's cloud version, but for the free version, you need to learn how to manage or administer Linux, PHP, and Apache because you will be updating the system manually. The updates are available, but you need to ensure that you have a test environment first before you apply it to the production environment because sometimes the updates mess up the data. I need to have a test environment first before loading it, but aside from the system, you also need to update the OS, PHP, and the web server itself. A lot of administrative tasks are needed if it is the free version, but for the cloud, you just use the product.

Read full review

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 tool's most valuable features include UI, visualization, and data scraping."

"The most valuable features of GLPI are asset management, asset tracking, asset reporting, and ticket management. We use it as a configuration management database (CMDB), which is very useful for impact assessment and change management. The license management feature is also beneficial because it is bundled with asset management. When an agent reports a certain set into the database, all the software running on that host or server is assessed, collected, and reported. This makes license management very useful. Since implementing GLPI, we've noticed that our IT operations are more stable. The tool allows us to manage changes in the environment more effectively by creating change requests for assets. GLPI supports our processes, allowing us to organize IT operations with custom forms and workflows, making it quite flexible. Although the deployment is still in progress, we see significant benefits in organizing our IT processes with this tool."

"The product is user-friendly."

"The product is very easy to deploy."

"The most valuable features of GLPI are its ITSM capabilities, including ticketing, automatic tasks, plugins, and notification systems."

"GLPI helps with tracking device assets. For example, when I assign a laptop to an employee, the GLPI agent installed on the client device gathers detailed information about it."

"The best feature for me is the power of customization, allowing us to add extensions from each place of GLPI."

"The outcome: Better workflows, more control, a better understanding of reports and numbers in general."

"Zendesk saves us over $50,000 per year and can be maintained in-house by our staff."

"Time saved is definitely a benefit because it puts all of our tickets in one spot."

"We were able to get up and running with Zendesk in a very short time and build a robust web app including help desk functionality that makes the product owner and client very happy."

"It helps us save costs, time, and energy, and it improves the relationship with my customers."

"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."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"Zendesk is a very good product."

More Zendesk pros

Cons

"One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to network providers. These include network errors like 502 and 504, indicating some failure in network communication with the server."

"The solution has occasional lags and glitches."

"The stability of Windows OS could be enhanced."

"For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365."

"The solution must be more flexible."

"A stringent plugin management would benefit GLPI. You can extend GLPI with many plugins, but plugin development is handled by individuals worldwide. Since it's an open-source solution, plugins are developed independently, and you never know which plugin is compatible with your version of GLPI. I would suggest that the developers focus more on plugin management to ensure plugins are more consistent and compatible with most versions of GLPI. Currently, you always have to check if a plugin works with your GLPI install, which can be inconvenient."

"I've encountered some issues with GLPI. The official documentation on the GLPI website recommends using PHP version 8.3, but it used to recommend PHP version 8.2."

"Additionally, "Internal note" is never just an internal note, it is sent to all recipients on the ticket, which has led to quite a lot of miscommunication and frustration."

"It wasn't easy to set up so we're only using a third of all of the features,"

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

"Support is not great. Their support is that specific support you get from a big American tech company."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"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."

"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's stability on inbound calls could be improved as compared to Talkdesk."

More Zendesk cons

Pricing and Cost Advice

"The solution's pricing is reasonable."

"I have used the tool's open-source version...GLPI Network Cloud is 19 Euros per month. It comes with one agent only, but if you use the IT asset management part, it is unlimited."

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

"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."

"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."

"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."

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

884,976 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

University

14%

Outsourcing Company

Manufacturing Company

Comms Service Provider

Manufacturing Company

Performing Arts

Outsourcing Company

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What needs improvement with GLPI by Teclib?

One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to network providers. These include network errors like 502 and 504, indicating so...

What is your primary use case for GLPI by Teclib?

I work directly with some customers, and, in general, consumers. We attend to some people, however I mostly attend directly to the employees of my company. We started using the product in 2018 and ...

What advice do you have for others considering GLPI by Teclib?

Each company should start by exploring GLPI, understanding its features and extras they can use.

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?

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...

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...

ServiceNow vs GLPI by Teclib

Comparisons

Compared 37% of the time

NinjaOne vs GLPI by Teclib

Compared 15% of the time

OTRS vs GLPI by Teclib

Compared 15% of the time

TOPdesk vs GLPI by Teclib

Compared 14% of the time

ManageEngine ServiceDesk Plus vs GLPI by Teclib

Compared 13% of the time

More GLPI by Teclib Competitors

ServiceNow vs Zendesk

Compared 12% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

Freshservice vs Zendesk

Compared 6% of the time

Freshdesk vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Download GLPI by Teclib product report

GLPI by Teclib

March 2026

Download Zendesk product report

February 2026

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

GLPI by Teclib focuses on asset management and ticketing, utilizing agent-based asset tracking and offering integration with systems like Active Directory. It also serves as a CMDB, supporting functions such as financial and contract management alongside project tools and network monitoring.

GLPI by Teclib is leveraged for its comprehensive ITSM capabilities, allowing organizations to manage assets and support tickets effectively. It offers integration with LDAP and Active Directory for seamless asset tracking and ticket management. Financial tracking, contract management, and project tools bolster its functionality, while network monitoring and software inventory provide additional insights. Customization through plugins enhances its adaptability, operating efficiently across Linux servers. Despite challenges like plugin management and PHP issues, improvements in features such as communication error handling and permission flexibility can enhance its IT operations further.

What are the key features of GLPI by Teclib?

Asset Management: Tracks and manages company hardware and software assets efficiently.
Ticket Management: Streamlines user support through well-structured ticket handling.
CMDB: Offers a centralized configuration management database for IT infrastructures.
Financial Tracking: Monitors expenditures related to assets and IT services.
Contract Management: Simplifies tracking and managing vendor contracts and SLAs.
Project Tools: Assists in managing IT projects with integrated tools.

What benefits should users consider in reviews?

Customization: Adapts to team needs with extensive plugin support.
User Experience: Provides a comprehensive interface, enhancing ease of use.
ITSM Flexibility: Automation and notification features streamline workflow.
Stability: Promotes organized IT operations with robust tracking.
Data Visualization: Offers insightful data presentation for informed decision-making.

GLPI by Teclib finds application across industries for its extensive ITSM functionalities. IT departments in healthcare, education, and finance sectors rely on it for efficient asset management and support ticket handling. Its role as a CMDB aids organizations in maintaining detailed records of their IT environments, while financial tracking and contract management functionalities cater to stringent compliance and regulatory needs. Educational institutions leverage GLPI's project management and network monitoring capabilities to oversee IT services and infrastructure effectively.

Teclib'

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.

Sample Customers

Information Not Available

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber