NinjaOne vs Zendesk comparison

NinjaOne and Zendesk are both solutions in the IT Service Management (ITSM) category. NinjaOne is ranked #8 with an average rating of 8.4, while Zendesk is ranked #6 with an average rating of 7.6. NinjaOne holds a 1.8% mindshare in ISM, compared to Zendesk’s 4.6% mindshare. Additionally, 95% of NinjaOne users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

NinjaOne

Read 21 NinjaOne reviews

7,114 Views
996 Comparison Views

95% willing to recommend

Zendesk

Read 68 Zendesk reviews

5,200 Views
1,872 Comparison Views

91% willing to recommend

NinjaOne

Zendesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

NinjaOne and Zendesk are key players in IT management and customer support. NinjaOne shows strengths in deployment ease and customer service, whereas Zendesk offers a comprehensive feature set.

Features: NinjaOne includes device management, automation for IT operations, and integration capabilities. Zendesk offers extensive customer support functionalities with scalable ticketing systems and a versatile help center. It also has rich customer engagement tools.

Room for Improvement: NinjaOne could improve in expanding network device monitoring, configuration optimizations for patch management, and initial learning curve for new users. Zendesk may benefit from simplifying its setup, refining integrations for faster performance, and offering more cost-effective solutions for smaller businesses.

Ease of Deployment and Customer Service: NinjaOne provides a straightforward deployment with supportive customer service that ensures a seamless onboarding. On the other hand, Zendesk's setup involves more complexity but is supported by comprehensive guidance and tools to enhance customer engagement.

Pricing and ROI: NinjaOne offers a competitive pricing model with a promising ROI, appealing to cost-conscious organizations. Zendesk requires a bigger initial investment; however, its feature-rich offerings can lead to significant value over time by supporting extensive customer service needs.

To learn more, read our detailed NinjaOne vs. Zendesk Report (Updated: December 2025).

Buyer's Guide

NinjaOne vs. Zendesk

December 2025

Download the complete report

Helped 880,901 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:

ROI

Sentiment score

6.0

NinjaOne boosts productivity, saves time and costs, with ROI in six months, enhancing efficiency and quick problem resolution.

Sentiment score

6.0

Zendesk provides significant ROI with cost savings, productivity boosts, and improved efficiency through better ticket management and supportive sales team.

NinjaOne enables significant time savings, reducing my workload by 40% to 50%, primarily due to remote management capabilities.

Jörg Köhler

Owner at AvalisNT AG

I have seen a return on investment with NinjaOne, specifically with fewer employees and less time spent on troubleshooting.

Courtney Mcclellan

IT Support at Team Trinet

For more quotes and insights, download the NinjaOne report

I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Time saved is definitely a benefit because it puts all of our tickets in one spot.

reviewer2795478

Technical Solutions Lead at a computer software company with 51-200 employees

I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.

Filipe Abreu

Junior system analyst at Wevt clous

For more quotes and insights, download the Zendesk report

Customer Service

Sentiment score

7.3

NinjaOne's customer support is highly rated, with effective documentation minimizing needs; some cite slow response times.

Sentiment score

6.2

Zendesk support is praised for responsiveness and availability but criticized for slow responses and lack of personal interaction.

Our experience with escalation supports, including auto escalation to third-level or engineering support, has been very positive.

Javier_Rodriguez

Cloud Consultant at i-Community AG

The customer support at NinjaOne is excellent, rated ten out of ten.

Jörg Köhler

Owner at AvalisNT AG

Customer support from NinjaOne is excellent.

Not Joseph Pearson

Assistant Vice President, Tech Solutions at LPL Financials

For more quotes and insights, download the NinjaOne report

There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.

Jairo Vega

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The technical support provided by Zendesk has been very satisfactory.

JohanSkibdahl

CEO at Etcetera Networks

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

For more quotes and insights, download the Zendesk report

Scalability Issues

Sentiment score

8.1

NinjaOne offers robust scalability, supporting diverse user needs and organizational growth while being praised for its adaptability.

Sentiment score

7.2

Zendesk is adaptable and scalable for diverse organizations, handling growth well but posing challenges in cost and customization.

I would rate the scalability of NinjaOne as ten out of ten.

Roy Levy

CEO AND CTO at DeserveIT

We easily install the agent on new servers and can create scripts to automate agent installation.

Afshaar Ahmed

DevOps Engineer at a tech services company with 201-500 employees

The scalability of NinjaOne is good; we can add more as we grow.

Courtney Mcclellan

IT Support at Team Trinet

For more quotes and insights, download the NinjaOne report

We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk can scale from very small companies to very large ones.

JohanSkibdahl

CEO at Etcetera Networks

Zendesk's scalability is excellent.

Jairo Vega

Technical Support Engineer/ QA at a computer software company with 11-50 employees

For more quotes and insights, download the Zendesk report

Stability Issues

Sentiment score

8.0

Users regard NinjaOne as highly stable, appreciating consistent updates despite occasional minor issues following updates.

Sentiment score

7.8

Zendesk is reliable and stable, with minor issues and rare outages, communicated promptly via Twitter, ideal for small businesses.

I would rate the stability a ten out of ten.

Jörg Köhler

Owner at AvalisNT AG

In the two years I have used it, I have never experienced any downtime or reliability issues.

Afshaar Ahmed

DevOps Engineer at a tech services company with 201-500 employees

For more quotes and insights, download the NinjaOne report

They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.

Jairo Vega

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The stability has been quite reliable.

JohanSkibdahl

CEO at Etcetera Networks

For more quotes and insights, download the Zendesk report

Room For Improvement

Users seek improved antivirus integrations, mobile control, intuitive interface, flexible reporting, customization, and better platform support in NinjaOne.

Zendesk users seek enhancements like efficient ticket merging, advanced reporting, better integrations, improved usability, and AI features.

Security and reporting, including business intelligence tools, are adequate.

Javier_Rodriguez

Cloud Consultant at i-Community AG

NinjaOne should consider adding notifications about script executions to email, Teams, or Slack channels.

Afshaar Ahmed

DevOps Engineer at a tech services company with 201-500 employees

The ability to have more than one NinjaOne agent on a device at a time, as this is a significant issue in our current state.

Not Joseph Pearson

Assistant Vice President, Tech Solutions at LPL Financials

For more quotes and insights, download the NinjaOne report

Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.

Filipe Abreu

Junior system analyst at Wevt clous

Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.

Jairo Vega

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.

Dimitri Cooper

Project Manager III at City of Union City Government

For more quotes and insights, download the Zendesk report

Setup Cost

NinjaOne offers affordable, subscription-based pricing with potential discounts, appealing to enterprises and educational institutions with tax exemptions.

Zendesk's pricing is high but flexible, justified by its value in saving time and enhancing customer experience.

The pricing for NinjaOne is appropriate for small companies.

Javier_Rodriguez

Cloud Consultant at i-Community AG

NinjaOne is reasonably priced, particularly with the inclusion of TeamViewer, SentinelOne, and Bitdefender.

Jörg Köhler

Owner at AvalisNT AG

My experience with pricing, setup cost, and licensing for NinjaOne is fairly cheap and easy.

Courtney Mcclellan

IT Support at Team Trinet

For more quotes and insights, download the NinjaOne report

It is not the cheapest solution nor the most expensive, but it provides value for money.

JohanSkibdahl

CEO at Etcetera Networks

The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

For more quotes and insights, download the Zendesk report

Valuable Features

NinjaOne offers remote monitoring, automation, and integration with features like remote access and an efficient mobile app for management.

Zendesk enhances productivity with customizable ticket management, CRM integrations, automation, and multi-channel support for improved customer satisfaction.

The software's automation tools have solved critical deployment problems for small businesses.

Javier_Rodriguez

Cloud Consultant at i-Community AG

A significant feature of NinjaOne is its remote access capability, which is essential for my clients’ home office usage.

Jörg Köhler

Owner at AvalisNT AG

Every month, every quarter, I see new features, and it is always evolving.

Roy Levy

CEO AND CTO at DeserveIT

For more quotes and insights, download the NinjaOne report

It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.

JohanSkibdahl

CEO at Etcetera Networks

Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.

Filipe Abreu

Junior system analyst at Wevt clous

Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

For more quotes and insights, download the Zendesk report

Categories and Ranking

NinjaOne

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Network Monitoring Software (24th), Server Monitoring (6th), Remote Access (14th), Vulnerability Management (26th), Mobile Device Management (MDM) (5th), IT Alerting and Incident Management (9th), Remote Monitoring and Management (RMM) (1st), Patch Management (7th), MSP Backup (2nd), Unified Endpoint Management (UEM) (6th)

Zendesk

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (8th), Help Desk Software (4th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (7th), AI IT Support (7th)

Mindshare comparison

As of January 2026, in the IT Service Management (ITSM) category, the mindshare of NinjaOne is 1.8%, down from 3.4% compared to the previous year. The mindshare of Zendesk is 4.6%, up from 3.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
Zendesk	4.6%
NinjaOne	1.8%
Other	93.6%

IT Service Management (ITSM)

Featured Reviews

Not Joseph Pearson

Assistant Vice President, Tech Solutions at LPL Financials

Has simplified remote software delivery and script management but needs improved reporting flexibility and better Mac support

NinjaOne's best features include ease of use regarding enablement and deployment, a broad selection and ability of software enablement, and API deliveries. Using CrowdStrike, we are able to tie in NinjaOne's API to have these automatically deliver to endpoints upon addition of those devices to a group with that policy deployed to it. NinjaOne has positively impacted our organization by making delivery easier for our end users and improving the ability to create scripts, manage scripts, and check status of devices and their compliance. This easier delivery with NinjaOne gives us oversight on devices without having to be on the call or remoted in directly to a device.

Read full review

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

Read full review

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Government

Manufacturing Company

Financial Services Firm

Manufacturing Company

Performing Arts

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	3
Large Enterprise	2

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What is your experience regarding pricing and costs for NinjaOne?

My experience with pricing, setup cost, and licensing for NinjaOne is fairly cheap and easy.

See all answers

What needs improvement with NinjaOne?

One challenge I face with NinjaOne is that when remoting in, sometimes the end user has a resolution with very tiny text, making it necessary to zoom in to see what the other computer is displaying...

See all answers

What is your primary use case for NinjaOne?

My main use case for NinjaOne is ticketing. I use NinjaOne for ticketing in my daily work to keep track of all the computers and their uptime, and to generate tickets if there are any alerts.

See all answers

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?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

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What needs improvement with Zendesk Support?

As of right now, I have nothing that comes to mind as an improvement needed or a feature that could work differently or be enhanced. I think across the board, Zendesk is amazing, and because they a...

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Product Reports

Buyer's Guide

NinjaOne

January 2026

Download NinjaOne product report

Buyer's Guide

Zendesk

December 2025

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

NinjaOne provides comprehensive remote monitoring, troubleshooting, and automation via a user-friendly web interface. With a robust mobile app and integration capabilities, it appeals to small businesses seeking cost-effective management solutions.

NinjaOne is designed to streamline IT operations through its remote monitoring, patch management, and automation capabilities. Its integration with Bitdefender and ongoing feature enhancements are valuable, although users express a desire for more third-party compatibility and smoother deployment processes. The platform's SLA system enhances performance tracking, while its continual development is a key attraction. Despite some calls for a more intuitive graphical interface and advanced reporting features, it remains an asset for managed service providers and businesses adapting to cloud-based environments.

What are the most important features?

Remote Monitoring: Essential for real-time insights into network and device performance.
Automation: Reduces manual tasks, increasing efficiency in IT management.
Patch Management: Timely updates for software and system security.
Mobile App: Ensures alerts and management capabilities on the go.
Third-Party Integrations: Enhances functionality by working with tools like Bitdefender.

What benefits can users expect?

Cost-Effectiveness: Appeals to small companies seeking budget-friendly IT solutions.
Performance Tracking: Improved SLA system aids in efficient performance monitoring.
Enhanced Management: Effective use of scripts and policies streamline operations.
Client Interaction: Better remote session management and asset control.

NinjaOne is widely employed across different sectors for server and workstation management, network infrastructure oversight, and client computer support. With its cloud-based framework, it supports managed service providers and businesses shifting to the cloud, ensuring seamless software deployment and improved asset management, making it integral to modern IT environments.

NinjaOne

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

Status Pros, Mitchell and Company

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

Buyer's Guide

NinjaOne vs. Zendesk

December 2025

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