GLPI by Teclib vs Zendesk comparison

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GLPI by Teclib

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Executive SummaryUpdated on Nov 3, 2024

Zendesk and GLPI by Teclib are contenders in the IT service management domain. Zendesk seems to hold an advantage in customer support and ease of use, while GLPI by Teclib offers a feature-rich alternative with extensive customization.

Features: Zendesk includes seamless integration capabilities, multichannel support, and a streamlined ticketing system. GLPI by Teclib provides advanced asset management, comprehensive incident tracking, and customizable workflows.

Room for Improvement: Zendesk could enhance its customization options, reporting depth, and expand on its asset management capabilities. GLPI by Teclib may benefit from an improved user interface, quicker setup time, and enhanced third-party integration.

Ease of Deployment and Customer Service: Zendesk’s cloud-based approach allows for speedy deployment and robust customer support, minimizing technical setup challenges. GLPI by Teclib's open-source nature requires more setup and technical resources but offers significant flexibility for tailored solutions.

Pricing and ROI: Zendesk's subscription model offers predictable expenses and strong ROI due to integration and support efficiency. GLPI by Teclib, being open-source, incurs lower initial costs but may involve higher long-term expenses for customization and maintenance, with cost-effectiveness for those needing its advanced features.

To learn more, read our detailed GLPI by Teclib vs. Zendesk Report (Updated: April 2026).

GLPI by Teclib vs. Zendesk

April 2026

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Helped 893,221 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

GLPI by Teclib

Ranking in IT Service Management (ITSM)

9th

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), CRM (9th), Help Desk Software (3rd), Reporting (11th), Knowledge Management Software (3rd), AI Customer Support (7th), AI IT Support (5th)

Mindshare comparison

As of May 2026, in the IT Service Management (ITSM) category, the mindshare of GLPI by Teclib is 1.3%, up from 1.3% compared to the previous year. The mindshare of Zendesk is 4.9%, up from 3.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Zendesk	4.9%
GLPI by Teclib	1.3%
Other	93.8%

IT Service Management (ITSM)

Featured Reviews

Dexter De Torres

ITSM Manager at Stratpoint Global Outsourcing, Inc.

Simple to use and very easy to deploy

For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365. If you are not concerned about aesthetics, it is a fine tool. It is a good tool if you are more focused on the functionality. There are some bugs in the tool because it has a lot of features. Correlating all of the features can sometimes cause the tool to fail. If you create a ticket and then link it to an asset, there can arise some issues, but with support, one can customize and fix the issues in the product. The cost of the tool is an area of concern since it is 19 Euros per agent for a month. If your help desk team is of ten people, then you can multiply 19 Euros by ten people. The updates will be automatic if you get the tool's cloud version, but for the free version, you need to learn how to manage or administer Linux, PHP, and Apache because you will be updating the system manually. The updates are available, but you need to ensure that you have a test environment first before you apply it to the production environment because sometimes the updates mess up the data. I need to have a test environment first before loading it, but aside from the system, you also need to update the OS, PHP, and the web server itself. A lot of administrative tasks are needed if it is the free version, but for the cloud, you just use the product.

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AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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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 product is user-friendly."

"GLPI helps with tracking device assets. For example, when I assign a laptop to an employee, the GLPI agent installed on the client device gathers detailed information about it."

"The product is very easy to deploy."

"The most valuable features of GLPI are its ITSM capabilities, including ticketing, automatic tasks, plugins, and notification systems."

"The tool's most valuable features include UI, visualization, and data scraping."

"The most valuable features of GLPI are asset management, asset tracking, asset reporting, and ticket management. We use it as a configuration management database (CMDB), which is very useful for impact assessment and change management. The license management feature is also beneficial because it is bundled with asset management. When an agent reports a certain set into the database, all the software running on that host or server is assessed, collected, and reported. This makes license management very useful. Since implementing GLPI, we've noticed that our IT operations are more stable. The tool allows us to manage changes in the environment more effectively by creating change requests for assets. GLPI supports our processes, allowing us to organize IT operations with custom forms and workflows, making it quite flexible. Although the deployment is still in progress, we see significant benefits in organizing our IT processes with this tool."

"The best feature for me is the power of customization, allowing us to add extensions from each place of GLPI."

"It's an amazing product, it really helps out in organizing all our tasks."

"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"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."

"We used to spend two to three working days to solve around 100 tickets and after we used Zendesk the turnaround time has been improved approximately 50%."

"The ability to easily create macros, quickly see past correspondence from a recent sender, and view analytics are incredibly helpful features that are invaluable business tools."

"Zendesk has helped us to better connect and respond quicker to our clients."

"We have found the stability to be quite good."

"My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option."

More Zendesk pros

Cons

"The solution has occasional lags and glitches."

"For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365."

"One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to network providers. These include network errors like 502 and 504, indicating some failure in network communication with the server."

"I've encountered some issues with GLPI. The official documentation on the GLPI website recommends using PHP version 8.3, but it used to recommend PHP version 8.2."

"A stringent plugin management would benefit GLPI. You can extend GLPI with many plugins, but plugin development is handled by individuals worldwide. Since it's an open-source solution, plugins are developed independently, and you never know which plugin is compatible with your version of GLPI. I would suggest that the developers focus more on plugin management to ensure plugins are more consistent and compatible with most versions of GLPI. Currently, you always have to check if a plugin works with your GLPI install, which can be inconvenient."

"The solution must be more flexible."

"The stability of Windows OS could be enhanced."

"For smaller environments, some type of tutorial or walkthrough would be helpful for first time users."

"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."

"We had to modify extensively the reporting features to be meaningful to our business."

"My one negative critique would be the user interface. It's pretty busy and isn't the most user friendly; at times it is hard to navigate through or understand where you're at."

"If you are only using it for the knowledge base, it may not be the best product."

"Support is not great. Their support is that specific support you get from a big American tech company."

"Merging tickets is very time consuming; maybe the system can automatically merge tickets that are related and on the same topic."

"It needs to have a more intuitive application of macro’s in changing ticket statuses."

More Zendesk cons

Pricing and Cost Advice

"The solution's pricing is reasonable."

"I have used the tool's open-source version...GLPI Network Cloud is 19 Euros per month. It comes with one agent only, but if you use the IT asset management part, it is unlimited."

"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."

"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."

"The price is very competitive."

"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."

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

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Top Industries

By visitors reading reviews

University

12%

Manufacturing Company

10%

Financial Services Firm

Comms Service Provider

Financial Services Firm

Construction Company

Manufacturing Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What needs improvement with GLPI by Teclib?

One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to network providers. These include network errors like 502 and 504, indicating so...

What is your primary use case for GLPI by Teclib?

I work directly with some customers, and, in general, consumers. We attend to some people, however I mostly attend directly to the employees of my company. We started using the product in 2018 and ...

What advice do you have for others considering GLPI by Teclib?

Each company should start by exploring GLPI, understanding its features and extras they can use.

What is your experience regarding pricing and costs for Zendesk Support?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

What is your primary use case for Zendesk Support?

I have been using Zendesk for approximately five years now. I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email...

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Product Reports

Download GLPI by Teclib product report

GLPI by Teclib

May 2026

Download Zendesk product report

April 2026

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

GLPI by Teclib focuses on asset management and ticketing, utilizing agent-based asset tracking and offering integration with systems like Active Directory. It also serves as a CMDB, supporting functions such as financial and contract management alongside project tools and network monitoring.

GLPI by Teclib is leveraged for its comprehensive ITSM capabilities, allowing organizations to manage assets and support tickets effectively. It offers integration with LDAP and Active Directory for seamless asset tracking and ticket management. Financial tracking, contract management, and project tools bolster its functionality, while network monitoring and software inventory provide additional insights. Customization through plugins enhances its adaptability, operating efficiently across Linux servers. Despite challenges like plugin management and PHP issues, improvements in features such as communication error handling and permission flexibility can enhance its IT operations further.

What are the key features of GLPI by Teclib?

Asset Management: Tracks and manages company hardware and software assets efficiently.
Ticket Management: Streamlines user support through well-structured ticket handling.
CMDB: Offers a centralized configuration management database for IT infrastructures.
Financial Tracking: Monitors expenditures related to assets and IT services.
Contract Management: Simplifies tracking and managing vendor contracts and SLAs.
Project Tools: Assists in managing IT projects with integrated tools.

What benefits should users consider in reviews?

Customization: Adapts to team needs with extensive plugin support.
User Experience: Provides a comprehensive interface, enhancing ease of use.
ITSM Flexibility: Automation and notification features streamline workflow.
Stability: Promotes organized IT operations with robust tracking.
Data Visualization: Offers insightful data presentation for informed decision-making.

GLPI by Teclib finds application across industries for its extensive ITSM functionalities. IT departments in healthcare, education, and finance sectors rely on it for efficient asset management and support ticket handling. Its role as a CMDB aids organizations in maintaining detailed records of their IT environments, while financial tracking and contract management functionalities cater to stringent compliance and regulatory needs. Educational institutions leverage GLPI's project management and network monitoring capabilities to oversee IT services and infrastructure effectively.

Teclib'

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

Sample Customers

Information Not Available

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