SoftExpert ITSM vs Zendesk comparison

SoftExpert and Zendesk are both solutions in the IT Service Management (ITSM) category. SoftExpert is ranked #52, while Zendesk is ranked #9 with an average rating of 7.2. SoftExpert holds a 0.3% mindshare in ISM, compared to Zendesk’s 3.8% mindshare. Additionally, 93% of Zendesk users are willing to recommend the solution.

SoftExpert ITSM

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90 Comparison Views

Zendesk

Read 60 Zendesk reviews

3,045 Views
1,248 Comparison Views

93% willing to recommend

SoftExpert ITSM

Zendesk

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Executive Summary

We performed a comparison between SoftExpert ITSM and Zendesk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2025).

Buyer's Guide

IT Service Management (ITSM)

June 2025

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Helped 863,429 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

SoftExpert ITSM

Ranking in IT Service Management (ITSM)

52nd

Average Rating

0.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in IT Service Management (ITSM)

9th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (21st), Help Desk Software (9th), Sales Force Automation (9th), Reporting (16th), Knowledge Management Software (4th), Community Platforms (3rd)

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of SoftExpert ITSM is 0.3%, up from 0.1% compared to the previous year. The mindshare of Zendesk is 3.8%, down from 4.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

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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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Top Industries

By visitors reading reviews

No data available

Computer Software Company

23%

Educational Organization

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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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Compared 100% of the time

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Compared 6% of the time

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BMC Helix ITSM vs Zendesk

Compared 6% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

June 2025

Download SoftExpert ITSM product report

Buyer's Guide

Zendesk

June 2025

Download Zendesk product report

Also Known As

SoftExpert IT Service Management

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

SoftExpert is a market leader in software and services for enterprise-wide business process improvement and compliance management, providing the most comprehensive application suite to empower organizations to increase business performance at all levels and to maximize industry-mandated compliance and corporate governance programs.

SoftExpert

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

BRF, Royal Canin, Dekalb Metal Finishing , Engie Tractebel Engineering

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

Buyer's Guide

IT Service Management (ITSM)

June 2025

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Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: June 2025.

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863,429 professionals have used our research since 2012.

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We monitor all IT Service Management (ITSM) 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.