Ivanti Neurons for ITSM vs Zendesk comparison

Read 61 Zendesk reviews

3,585 Views
1,613 Comparison Views

93% willing to recommend

Ivanti Neurons for ITSM

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

Ivanti Neurons for ITSM and Zendesk compete in the IT service management category. Ivanti Neurons for ITSM holds the upper hand in comprehensive customization and automation, while Zendesk leads with ease of use and integration.

Features: Ivanti Neurons for ITSM provides advanced automation tools, customizable workflows, and service catalog features. Zendesk focuses on user-friendly ticketing systems, seamless integrations with third-party applications, and a robust self-service platform.

Room for Improvement: Ivanti Neurons for ITSM could improve its initial setup complexity, integration simplicity, and user interface intuitiveness. Zendesk could enhance its customization features, reporting depth, and support for large enterprise environments.

Ease of Deployment and Customer Service: Zendesk is recognized for its easy and quick deployment with strong customer service support. Ivanti Neurons for ITSM might require a more detailed initial configuration but offers significant benefits for tailored environments.

Pricing and ROI: Ivanti Neurons for ITSM may have higher upfront costs due to its customization capabilities, potentially leading to higher ROI in adaptable settings. Zendesk offers cost-effective upfront pricing with faster returns, ideal for swift implementation and immediate benefits.

To learn more, read our detailed Ivanti Neurons for ITSM vs. Zendesk Report (Updated: September 2025).

Ivanti Neurons for ITSM vs. Zendesk

September 2025

Download the complete report

Helped 867,370 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

Ranking in IT Service Management (ITSM)

7th

Average Rating

8.4

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

8th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th), CRM (17th), Sales Force Automation (9th), Reporting (15th), Knowledge Management Software (5th), Community Platforms (2nd)

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 Zendesk is 4.5%, up from 4.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Zendesk	4.5%
Ivanti Neurons for ITSM	2.2%
Other	93.3%

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.

Read full review

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, 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

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

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

"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."

"This is an excellent alternative to ServiceNow for smaller companies."

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

"It is easy to set up."

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

"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 initial setup is simple and straightforward."

"The stability has been very good."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"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."

"We rarely had issues with Zendesk."

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

"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."

More Zendesk pros

Cons

"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."

"They could provide product integration with popular platforms."

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

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

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

"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."

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

"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."

More Ivanti Neurons for ITSM cons

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

"You couldn't give administrative access to new hires."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"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."

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

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

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

More Zendesk cons

Pricing and Cost Advice

"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."

"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."

"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."

"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."

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

"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."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

867,370 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

10%

Manufacturing Company

10%

Educational Organization

Computer Software Company

22%

Manufacturing Company

Educational Organization

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	29
Midsize Enterprise	20
Large Enterprise	11

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.

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.

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.

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?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

What needs improvement with Zendesk Support?

I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.

ServiceNow vs Ivanti Neurons for ITSM

Comparisons

Compared 24% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 7% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 7% of the time

More Ivanti Neurons for ITSM Competitors

ServiceNow vs Zendesk

Compared 14% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

BMC Helix ITSM vs Zendesk

Compared 5% of the time

Freshservice vs Zendesk

Compared 5% of the time

PagerDuty Operations Cloud vs Zendesk

Compared 5% of the time

More Zendesk Competitors

Product Reports

Download Ivanti Neurons for ITSM product report

Ivanti Neurons for ITSM

September 2025

Download Zendesk product report

August 2025

Also Known As

HEAT Service Management

Zendesk Support, Zendesk Guide, Zendesk Sell

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

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

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

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