Ivanti Neurons for ITSM vs Kayako comparison

Ivanti and Kayako are both solutions in the Help Desk Software category. Ivanti is ranked #10 with an average rating of 8.4, while Kayako is ranked #51. Ivanti holds a 2.2% mindshare in HDS, compared to Kayako’s 0.4% mindshare. Additionally, 91% of Ivanti users are willing to recommend the solution, compared to 100% of Kayako users who would recommend it.

Ivanti Neurons for ITSM

Read 16 Ivanti Neurons for ITSM reviews

1,180 Views
944 Comparison Views

91% willing to recommend

Kayako

Read 1 Kayako review

176 Views
172 Comparison Views

100% willing to recommend

Ivanti Neurons for ITSM

Kayako

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Ivanti Neurons for ITSM and Kayako based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: August 2025).

Buyer's Guide

Help Desk Software

August 2025

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Helped 866,685 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

Ivanti Neurons for ITSM

Ranking in Help Desk Software

10th

Average Rating

8.4

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (7th)

Kayako

Ranking in Help Desk Software

51st

Average Rating

8.0

Reviews Sentiment

5.4

Number of Reviews

Ranking in other categories

Shared Inbox (10th)

Mindshare comparison

As of September 2025, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.2%, up from 1.7% compared to the previous year. The mindshare of Kayako is 0.4%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Ivanti Neurons for ITSM	2.2%
Kayako	0.4%
Other	97.4%

Help Desk Software

Featured Reviews

Anoir LOUHICHI

Consultant ITSM at Easydesk

Integration flexibility and informative dashboards enable effective workflow management

Ivanti Neurons allows me to adjust our workflow according to our needs. It offers flexibility, integration with our solution, sends alerts, and provides information about service availability. The tool also allows me to manage partners and deal with recurrent incidents and errors. The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.

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reviewer1712472

Operations and Support Manager at a consultancy with 501-1,000 employees

Flexible, straightforward implementation, and helpful support

We are in the process of switching from Kayako to ManageEngine Desktop Central. We went through a full review of our service desk processing and one of the solutions we purchased was a ManageEngine Desktop Central. When we were looking at the integrations into the Kayako system and how it works, we found that ManageEngine Desktop Central did very similar things. It had better layers of classification, other templating, and additional features that we did not have with Kayako. Our service manager made the decision to switch at that time. My advice to others wanting to implement Kayako would be for them to plan out their service processes first, prior to trying to implement them in the tool. We made the mistake of jumping in too soon back 10 years ago. I started using it in a way that we could have tooled it in a different way to make it better. We could have had more implementation process information to make sure we received what we wanted to out of the solution. I rate Kayako an eight out of ten.

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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

"Ivanti Neurons allows me to adjust our workflow according to our needs."

"It is easy to set up."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

"The solution is easy to use and has a user-friendly interface"

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

"The integrations are quite simple and clear."

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

More Ivanti Neurons for ITSM pros

"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."

Cons

"The user interface must be made simpler and more effective."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

"Configuration requirements are extensive, even in basic Service Desk processes."

"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."

"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."

"Support needs improvement in terms of responsiveness and timeliness."

More Ivanti Neurons for ITSM cons

"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."

Pricing and Cost Advice

"The product is affordable for small businesses."

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

"The price is on the higher side. The support is included in the standard licensing fees."

"Kayako is a highly affordable solution."

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Top Industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

10%

Educational Organization

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	5

No data available

Questions from the Community

What do you like most about Ivanti Neurons for ITSM?

I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.

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What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

The price is on the higher side. The support is included in the standard licensing fees.

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What needs improvement with Ivanti Neurons for ITSM?

There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.

See all answers

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Comparisons

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Compared 7% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 7% of the time

More Ivanti Neurons for ITSM Competitors

No data available

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

August 2025

Download Ivanti Neurons for ITSM product report

Buyer's Guide

Help Desk Software

August 2025

Download Kayako product report

Also Known As

HEAT Service Management

No data available

Overview

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

Kayako is a powerful customer service and support platform that gives your team the tools they need to communicate with customers across live chat, email, facebook and twitter.

Our approach brings every interaction your customer has with your business into Kayako and presents your agents with a comprehensive customer journey. This gives your team the context they need to immediately respond and support customers in a way that’s quick, accurate and personal.

Kayako is used by over 130,000 customer support pros in businesses of all sizes around the world, including Peugeot, NASA, Fedex, and GE.

Kayako

Sample Customers

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

Toshiba Canada, Disney, Avast, Namecheap, Texas Tech University

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: August 2025.

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