We performed a comparison between Ivanti Neurons for ITSM and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The integrations are quite simple and clear."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"This is an excellent alternative to ServiceNow for smaller companies."
"The solution's installation depends on its customization. It is easy."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"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's technical support is excellent. I rate the technical support a ten out of ten."
"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."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We rarely had issues with Zendesk."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"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."
"Zendesk Support has a lot of good APIs."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The patching for non-Windows OSes such as Linux is poor."
"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."
"Configuration requirements are extensive, even in basic Service Desk processes."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"We'd like more integration with solutions like SolarWinds."
"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."
"The user interface must be made simpler and more effective."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"You couldn't give administrative access to new hires."
"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 wasn't easy to set up so we're only using a third of all of the features,"
"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."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The solution could integrate better with QR codes from some websites such as Facebook."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Ivanti Neurons for ITSM is rated 8.2, while Zendesk is rated 8.2. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and ManageEngine ServiceDesk Plus, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Ivanti Neurons for ITSM vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.