SolarWinds Service Desk vs Zendesk comparison

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93% willing to recommend

SolarWinds Service Desk

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Executive Summary

We performed a comparison between SolarWinds Service Desk and Zendesk based on real PeerSpot user reviews.

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

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

IT Service Management (ITSM)

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Helped 851,451 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

SolarWinds Service Desk

Ranking in IT Service Management (ITSM)

30th

Average Rating

9.0

Reviews Sentiment

8.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (19th), Help Desk Software (9th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (4th), Community Platforms (3rd)

Mindshare comparison

As of May 2025, in the IT Service Management (ITSM) category, the mindshare of SolarWinds Service Desk is 0.5%, up from 0.4% 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)

Featured Reviews

BENDER BENEDICT

L3 Technical Support Engineer at SV Gaming Limited

A robust solution to automate and manage incidents and requests

The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier. The add-on allowed us to integrate with Jira Cloud Service, but we couldn't integrate completely and can only integrate with the project. I would also suggest that the incident and request management be separated on SolarWinds Service Desk. The solution's incident and request management feature are one of the core reasons why we had to migrate to Jira Service Management. It was difficult to filter incidents and requests. They are all compiled together in a single dashboard, which is not convenient for most of the users, especially the IT support person.

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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 very stable."

"It's a very stable tool, very powerful."

"We rarely had issues with Zendesk."

"Zendesk has been invaluable in automating communications such as email and phone calls."

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

"It's very convenient to use."

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

"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."

"It is a scalable solution."

More Zendesk pros

Cons

"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

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

"It wasn't easy to set up so we're only using a third of all of the features,"

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"The support team is time-consuming, and they don't find the answer to our problem."

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

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

"It needs to improve in terms of its flexibility, price, and installation."

More Zendesk cons

Pricing and Cost Advice

Information not available

"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."

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

"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."

"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."

"The price is very competitive."

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Top Industries

By visitors reading reviews

Educational Organization

52%

Computer Software Company

12%

Marketing Services Firm

Construction Company

Computer Software Company

24%

Educational Organization

10%

Financial Services Firm

Manufacturing Company

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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Product Reports

IT Service Management (ITSM)

Download SolarWinds Service Desk product report

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Incident management consolidates, manages, and prioritizes incoming tickets.
Service catalog standardizes service request and fulfillment processes.
Fully integrated IT asset management compiles hardware, software, POs, and more.
Service portal for users to have a single place to submit tickets and requests.

SolarWinds

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

Information Not Available

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

IT Service Management (ITSM)