Ivanti Neurons for ITSM vs Zendesk comparison

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Ivanti Neurons for ITSM

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Executive SummaryUpdated on Nov 3, 2024

Ivanti Neurons for ITSM and Zendesk compete in the IT service management category. Ivanti Neurons for ITSM holds the upper hand in comprehensive customization and automation, while Zendesk leads with ease of use and integration.

Features: Ivanti Neurons for ITSM provides advanced automation tools, customizable workflows, and service catalog features. Zendesk focuses on user-friendly ticketing systems, seamless integrations with third-party applications, and a robust self-service platform.

Room for Improvement: Ivanti Neurons for ITSM could improve its initial setup complexity, integration simplicity, and user interface intuitiveness. Zendesk could enhance its customization features, reporting depth, and support for large enterprise environments.

Ease of Deployment and Customer Service: Zendesk is recognized for its easy and quick deployment with strong customer service support. Ivanti Neurons for ITSM might require a more detailed initial configuration but offers significant benefits for tailored environments.

Pricing and ROI: Ivanti Neurons for ITSM may have higher upfront costs due to its customization capabilities, potentially leading to higher ROI in adaptable settings. Zendesk offers cost-effective upfront pricing with faster returns, ideal for swift implementation and immediate benefits.

To learn more, read our detailed Ivanti Neurons for ITSM vs. Zendesk Report (Updated: July 2025).

Ivanti Neurons for ITSM vs. Zendesk

July 2025

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Helped 861,524 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

Ivanti Neurons for ITSM

Ranking in Help Desk Software

10th

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.4

Reviews Sentiment

6.7

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)

9th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.5%, up from 1.5% compared to the previous year. The mindshare of Zendesk is 4.6%, up from 4.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Anoir LOUHICHI

Consultant ITSM at Easydesk

Integration flexibility and informative dashboards enable effective workflow management

Ivanti Neurons allows me to adjust our workflow according to our needs. It offers flexibility, integration with our solution, sends alerts, and provides information about service availability. The tool also allows me to manage partners and deal with recurrent incidents and errors. The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.

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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

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

"The solution's installation depends on its customization. It is easy."

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

"This is an excellent alternative to ServiceNow for smaller companies."

More Ivanti Neurons for ITSM pros

"It is a scalable solution."

"The initial setup is simple and straightforward."

"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."

"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."

"Zendesk Support has a lot of good APIs."

"It's very convenient to use."

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

"The stability has been very good."

More Zendesk pros

Cons

"The patching for non-Windows OSes such as Linux is poor."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

"The user interface must be made simpler and more effective."

"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."

"We'd like more integration with solutions like SolarWinds."

"They could provide product integration with popular platforms."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"Support needs improvement in terms of responsiveness and timeliness."

More Ivanti Neurons for ITSM cons

"The price of the solution should be reduced."

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

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

"The dashboard could be better."

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

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

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

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

More Zendesk cons

Pricing and Cost Advice

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

"The product is affordable for small businesses."

"The price is on the higher side. The support is included in the standard licensing fees."

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"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."

"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."

"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."

"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."

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861,524 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

11%

Government

Educational Organization

Computer Software Company

23%

Financial Services Firm

Educational Organization

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Ivanti Neurons for ITSM?

I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.

What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

The price is on the higher side. The support is included in the standard licensing fees.

What needs improvement with Ivanti Neurons for ITSM?

There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.

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 ...

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.

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

Download Ivanti Neurons for ITSM product report

Ivanti Neurons for ITSM

July 2025

Download Zendesk product report

June 2025

Also Known As

HEAT Service Management

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

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

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

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