Serviceaide ChangeGear vs Zendesk comparison

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Serviceaide ChangeGear

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Executive SummaryUpdated on Nov 3, 2024

Serviceaide ChangeGear and Zendesk are competing products in IT service management and customer support solutions. Zendesk leads due to its comprehensive feature set, making it preferable despite higher costs.

Features: Serviceaide ChangeGear offers robust change management capabilities, effective automation tools, and supports cost-effective IT service management. Zendesk provides a diverse customer support suite, including advanced ticketing, multi-channel communication, and comprehensive analytics, meeting various support needs.

Room for Improvement: Serviceaide ChangeGear can enhance its integration options, expand its analytics capabilities, and offer greater customization. Zendesk could improve by reducing complexity in setup, lowering its initial cost barrier, and refining its user interface for ease.

Ease of Deployment and Customer Service: Serviceaide ChangeGear is known for its easy deployment and swift implementation aided by strong customer service. Zendesk provides flexible deployment options with robust customer support ensuring smooth integration and adaptability.

Pricing and ROI: Serviceaide ChangeGear is cost-efficient, offering good ROI primarily for IT service management. Zendesk, while higher in setup costs, justifies investment with significant ROI through its scalable and versatile support platform.

To learn more, read our detailed Serviceaide ChangeGear vs. Zendesk Report (Updated: May 2025).

Serviceaide ChangeGear vs. Zendesk

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Helped 857,028 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

Serviceaide ChangeGear

Ranking in Help Desk Software

33rd

Ranking in IT Service Management (ITSM)

34th

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

9th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (19th), Sales Force Automation (8th), Reporting (14th), Knowledge Management Software (5th), Community Platforms (3rd)

Mindshare comparison

As of June 2025, in the Help Desk Software category, the mindshare of Serviceaide ChangeGear is 0.5%, down from 0.5% compared to the previous year. The mindshare of Zendesk is 4.6%, up from 4.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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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 ( /products/klaviyo-reviews ), enhancing our workflows.

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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

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

"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."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

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

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"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."

"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."

"It's very convenient to use."

More Zendesk pros

Cons

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

"The price of the solution should be reduced."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"The solution could integrate better with QR codes from some websites such as Facebook."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"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."

"The solution itself wasn't easy to set up."

"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."

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

More Zendesk cons

Pricing and Cost Advice

Information not available

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

"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."

"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."

"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."

"The price is very competitive."

"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."

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Top Industries

By visitors reading reviews

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Computer Software Company

24%

Educational Organization

Financial Services Firm

Manufacturing Company

Company Size

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Large Enterprise

Midsize Enterprise

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Questions from the Community

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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?

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

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What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

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Comparisons

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Product Reports

IT Service Management (ITSM)

Download Serviceaide ChangeGear product report

Download Zendesk product report

Also Known As

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

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

Oakwood Systems Group

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

Serviceaide ChangeGear vs. Zendesk