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Ivanti Neurons for ITSM vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
9th
Ranking in IT Service Management (ITSM)
7th
Average Rating
8.4
Reviews Sentiment
6.7
Number of Reviews
16
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in Help Desk Software
11th
Ranking in IT Service Management (ITSM)
11th
Average Rating
8.2
Reviews Sentiment
6.7
Number of Reviews
61
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (24th), Sales Force Automation (11th), Reporting (19th), Knowledge Management Software (4th), Community Platforms (3rd)
 

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.4%, up from 1.6% compared to the previous year. The mindshare of Zendesk is 4.9%, up from 4.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Market Share Distribution
ProductMarket Share (%)
Ivanti Neurons for ITSM2.4%
Zendesk4.9%
Other92.7%
Help Desk Software
 

Featured Reviews

Anoir LOUHICHI - PeerSpot reviewer
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.
JohanSkibdahl - PeerSpot reviewer
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, enhancing our workflows.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"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."
"The solution's installation depends on its customization. It is easy."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The integrations are quite simple and clear."
"It is easy to set up."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"Zendesk has been invaluable in automating communications such as email and phone calls."
"It's very convenient to use."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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."
"The stability has been very good."
 

Cons

"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"They could provide product integration with popular platforms."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"The patching for non-Windows OSes such as Linux is poor."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"We'd like more integration with solutions like SolarWinds."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Support needs improvement in terms of responsiveness and timeliness."
"The support team is time-consuming, and they don't find the answer to our problem."
"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."
"Report generation is still slightly tricky and not very customizable as per my inquiries."
"The solution itself wasn't easy to set up."
"You couldn't give administrative access to new hires."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
 

Pricing and Cost Advice

"The price is on the higher side. The support is included in the standard licensing fees."
"The product is affordable for small businesses."
"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."
"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."
"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."
"The price is very competitive."
"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."
"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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Top Industries

By visitors reading reviews
Computer Software Company
13%
Financial Services Firm
11%
Educational Organization
8%
Government
8%
Computer Software Company
21%
Manufacturing Company
7%
Educational Organization
6%
Performing Arts
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise3
Large Enterprise5
By reviewers
Company SizeCount
Small Business28
Midsize Enterprise21
Large Enterprise11
 

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?
I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.
 

Also Known As

HEAT Service Management
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

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
Find out what your peers are saying about Ivanti Neurons for ITSM vs. Zendesk and other solutions. Updated: August 2025.
866,218 professionals have used our research since 2012.