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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 7.5. IT Care Center holds a 0.2% mindshare in HDS, compared to Zendesk’s 4.6% 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
  • 189 Views
  • 12 Comparison Views
100% willing to recommend
Zendesk
Read 60 Zendesk reviews
  • 1,504 Views
  • 396 Comparison Views
93% willing to recommend
 

Comparison Buyer's Guide

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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.

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To learn more, read our detailed IT Care Center vs. Zendesk Report (Updated: May 2025).
Buyer's Guide
IT Care Center vs. Zendesk
May 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

IT Care Center
Ranking in Help Desk Software
43rd
Ranking in IT Service Management (ITSM)
44th
Average Rating
8.6
Reviews Sentiment
7.7
Number of Reviews
7
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in Help Desk Software
9th
Ranking in IT Service Management (ITSM)
8th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
60
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (19th), Sales Force Automation (8th), Reporting (14th), Knowledge Management Software (5th), Community Platforms (3rd)
 

Mindshare comparison

As of June 2025, in the Help Desk Software category, the mindshare of IT Care Center is 0.2%, up from 0.0% compared to the previous year. The mindshare of Zendesk is 4.6%, up from 4.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

reviewer1566192 - PeerSpot reviewer
Saves time by resolving incidents and requests using self-service automation
* Using 70% of the tool from the perspective of service delivery and incident requests. * Using analytics. That gives us a very good picture of the report: the time, delay, and SLA. * Using the asset management tool inside the system. * Managing the OCR change requests all in this one tool. The solution gives internal users answers and solutions for their daily work around the IT workspace, even if it is their computer, laptops, screens, systems, etc. We have found this tool very easy to use and intuitive for us. It is very easy for me, and I am not a programmer or someone who can write code, but it is very easy for me to make most of the changes that I need in the system without approaching the vendor. The flexibility and customization are very good. It is very easy to change. A lot of the changes that we want to do, we can do ourselves. 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.
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JohanSkibdahl - PeerSpot reviewer
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.
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

"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."
"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 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."
"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 runs smoothly and all of the components are very easy to work with."
"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."
"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."
"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It's a very stable tool, very powerful."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"We rarely had issues with Zendesk."
"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."
"It is a scalable solution."
"The stability has been very good."
More Zendesk pros
 

Cons

"They should have full integration with SSO services, like Okta, creating a full service solution."
"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 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."
"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."
"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."
"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."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The support team is time-consuming, and they don't find the answer to our problem."
"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."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"The price of the solution should be reduced."
More Zendesk cons
 

Pricing and Cost Advice

"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 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."
"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."
"The licensing model is very flexible."
"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."
"This product is very cheap when compared to other platforms."
"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."
"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."
"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."
"From what I hear, Zendesk's pricing is a little expensive."
"The price is very competitive."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
24%
Educational Organization
9%
Financial Services Firm
9%
Manufacturing Company
6%
 

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 ...
See all answers
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.
See all answers
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 ...
See all answers
 

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Product Reports

Buyer's Guide
IT Care Center
June 2025
IT Care Center reportDownload IT Care Center product report
Buyer's Guide
Zendesk
May 2025
Zendesk reportDownload 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
May 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: May 2025.
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