SolarWinds Service Desk vs Zendesk comparison

"The solution is very stable."

"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."

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

"The product offers very good management. It has a great ability to assign tickets based on content."

"It is a scalable solution."

"The stability has been very good."

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

"The initial setup is simple and straightforward."

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

"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."

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

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

"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."

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

"The price of the solution should be reduced."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

"You couldn't give administrative access to new hires."

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

"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."

"The price is very competitive."

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

"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."

"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."