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PagerDuty vs Zendesk Guide comparison

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7,190 views|5,308 comparisons
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3,678 views|2,804 comparisons
Featured Review
Buyer's Guide
IT Alerting and Incident Management
July 2022
Find out what your peers are saying about Everbridge, PagerDuty, BigPanda and others in IT Alerting and Incident Management. Updated: July 2022.
622,949 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."

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"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.""One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use.""The stability has been very good.""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.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket.""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 product offers very good management. It has a great ability to assign tickets based on content."

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Cons
"Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it."

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"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article.""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.""The dashboard could be better.""The solution itself wasn't easy to set up.""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.""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."

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Pricing and Cost Advice
  • "If you add more people, then you have to pay more, which is always a thing with the SaaS solutions."
  • "If we wanted phone calls or additional SMSs, we would have to pitch up for those. They give us so many per month per user, then we have to pay extra if it goes over that."
  • More PagerDuty Pricing and Cost Advice →

  • "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."
  • More Zendesk Guide Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day… more »
    Top Answer:If you add more people, then you have to pay more, which is always a thing with the SaaS solutions. PagerDuty's pricing seems competitive. At one point, we were looking at OpsGenie because part of… more »
    Top Answer:Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that… more »
    Top Answer:The licensing should be more extensive and not broken into individual pieces. It's hard to figure out what you need at the outset.
    Top Answer:The licensing model needs to be more customer-friendly. At the moment you have to buy different pieces. ServiceNow, for example, provides just a part of their premium. There needs to be better… more »
    Ranking
    Views
    7,190
    Comparisons
    5,308
    Reviews
    1
    Average Words per Review
    2,630
    Rating
    9.0
    10th
    out of 56 in Help Desk Software
    Views
    3,678
    Comparisons
    2,804
    Reviews
    7
    Average Words per Review
    1,022
    Rating
    7.3
    Comparisons
    Learn More
    Overview

    PagerDuty is an agile incident management solution that integrates with ITOps and DevOps monitoring stacks to improve operational reliability and agility. From enriching and aggregating events to correlating them into actionable alerts, PagerDuty streamlines the incident management lifecycle by reducing noise and resolution times. With hundreds of native integrations with operations tools, automated scheduling, advance reporting and guaranteed availability, PagerDuty is trusted by over 7,000 organizations globally to increase business and employee efficiency. The company is headquartered in San Francisco and backed by leading venture capital firms Andreessen Horowitz, Bessemer Venture Partners, Baseline Ventures, Ignition Partners and others. To try PagerDuty for free, or to get more information, visit www.pagerduty.com.

    Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

    Offer
    Learn more about PagerDuty
    Learn more about Zendesk Guide
    Sample Customers
    40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast
    Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
    Top Industries
    REVIEWERS
    Financial Services Firm36%
    Comms Service Provider21%
    Printing Company14%
    Logistics Company7%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Financial Services Firm13%
    Comms Service Provider11%
    Manufacturing Company6%
    REVIEWERS
    Computer Software Company24%
    Construction Company12%
    Financial Services Firm12%
    Non Profit8%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Comms Service Provider19%
    Government7%
    Educational Organization4%
    Company Size
    REVIEWERS
    Small Business27%
    Midsize Enterprise36%
    Large Enterprise36%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise71%
    REVIEWERS
    Small Business42%
    Midsize Enterprise35%
    Large Enterprise23%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise20%
    Large Enterprise53%
    Buyer's Guide
    IT Alerting and Incident Management
    July 2022
    Find out what your peers are saying about Everbridge, PagerDuty, BigPanda and others in IT Alerting and Incident Management. Updated: July 2022.
    622,949 professionals have used our research since 2012.

    PagerDuty is ranked 2nd in IT Alerting and Incident Management with 1 review while Zendesk Guide is ranked 10th in Help Desk Software with 7 reviews. PagerDuty is rated 9.0, while Zendesk Guide is rated 7.2. The top reviewer of PagerDuty writes "Reduces white noise, which has reduced engineer fatigue". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". PagerDuty is most compared with ServiceNow, Opsgenie, JIRA Service Management, VictorOps and Everbridge IT Alerting, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Freshdesk.

    We monitor all IT Alerting and Incident Management 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.