IT Care Center vs Zendesk comparison

IT Care Center and Zendesk are both solutions in the Help Desk Software category. IT Care Center is ranked #43, while Zendesk is ranked #9 with an average rating of 7.7. IT Care Center holds a 0.1% mindshare in HDS, compared to Zendesk’s 4.3% mindshare. Additionally, 100% of IT Care Center users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

IT Care Center

Read 7 IT Care Center reviews

175 Views
21 Comparison Views

100% willing to recommend

Zendesk

Read 60 Zendesk reviews

1,602 Views
1,273 Comparison Views

93% willing to recommend

IT Care Center

Zendesk

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Executive SummaryUpdated on Nov 3, 2024

Zendesk and IT Care Center are two prominent contenders in the service management sector, each offering distinctive help desk functionalities. Zendesk appears to have a slight advantage due to its extensive integration capabilities and user-friendly setup, whereas IT Care Center excels in adaptability and task automation.

Features: Zendesk is recognized for its comprehensive ticket management, self-service community platform, and robust integration with various business applications. It also offers customizable workflows and task segmentation through its Help Center. IT Care Center provides flexibility in creating workflows, vendor-independent solutions, and advanced task organization and workflow automation capabilities.

Room for Improvement: Zendesk users face challenges with the complexity of the agent module, inadequate channel integration, and reporting features that can slow down operations. Conversely, IT Care Center could improve mobile responsiveness and UI design, as well as enhance integration with telephony and other platforms, alongside simplifying administration and operation handling.

Ease of Deployment and Customer Service: Zendesk supports deployment in public, private, and hybrid cloud environments, with enterprise users enjoying 24/7 support. However, some find its reliance on documentation challenging. IT Care Center emphasizes on-premises deployment, which offers greater control and security, though it could benefit from enhancements in support reliability and accessibility.

Pricing and ROI: Zendesk's pricing model is based on agent functionality levels and can be perceived as high by some, though others find value in its offerings. IT Care Center offers a cost-effective single license strategy that appeals to smaller organizations, highlighting a positive ROI through process streamlining and efficient feature utilization.

To learn more, read our detailed IT Care Center vs. Zendesk Report (Updated: April 2025).

Buyer's Guide

IT Care Center vs. Zendesk

April 2025

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Helped 850,028 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

IT Care Center

Ranking in Help Desk Software

43rd

Ranking in IT Service Management (ITSM)

46th

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

9th

Ranking in IT Service Management (ITSM)

7th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (20th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (3rd), Community Platforms (3rd)

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of IT Care Center is 0.1%, up from 0.0% compared to the previous year. The mindshare of Zendesk is 4.3%, up from 4.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Asaf Yosovich

IT Team Lead at a tech company with 501-1,000 employees

Easy to use, helping us reduce costs by half

The most valuable IT Care Center features are the ones that we requested especially for our environment. We have integrations with Slack. We also have integrations from our computer management systems that run daily and sync with IT Care Center. I am using the APEX forms and entities. For example, when I want to design a special form for a special entity or department in the company, sometimes I go to the APEX and develop a form, workflows, schedules, emails, etc. I can develop these from scratch. ;When we moved from ServiceNow to IT Care Center, it was very important for us to have a system that we could develop ourselves. Because in ServiceNow, we had to develop everything with an external company, and we don't want dependencies. We have tickets that are being closed with Canned Response. Once the ticket has been closed, we get an article to act/work on. This has reduced tickets, e.g., once a user receives a Canned Response, then they can save the link to the article, etc.

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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

"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."

"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."

"It runs smoothly and all of the components are very easy to work with."

"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."

"It's a very stable tool, very powerful."

"The stability has been very good."

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

"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."

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

"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."

"It is a scalable solution."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

More Zendesk pros

Cons

"They should have full integration with SSO services, like Okta, creating a full service solution."

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

"The UI screens could be a little bit more modern."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

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

"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 support team is time-consuming, and they don't find the answer to our problem."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

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

"The dashboard could be better."

More Zendesk cons

Pricing and Cost Advice

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"The licensing model is very flexible."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"This product is very cheap when compared to other platforms."

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"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

No data available

Computer Software Company

24%

Educational Organization

11%

Financial Services Firm

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

No data available

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Compared 18% of the time

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Compared 7% of the time

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Compared 7% of the time

Microsoft Dynamics 365 Customer Service vs Zendesk

Compared 6% of the time

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Product Reports

Buyer's Guide

IT Care Center

April 2025

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Buyer's Guide

Zendesk

April 2025

Download Zendesk product report

Also Known As

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

IT Care Center

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

Information Not Available

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

Buyer's Guide

IT Care Center vs. Zendesk

April 2025

Free Report: IT Care Center vs. Zendesk

Find out what your peers are saying about IT Care Center vs. Zendesk and other solutions. Updated: April 2025.

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