NinjaOne vs Zendesk comparison

NinjaOne and Zendesk are both solutions in the IT Service Management (ITSM) category. NinjaOne is ranked #8 with an average rating of 8.3, while Zendesk is ranked #5 with an average rating of 7.3. NinjaOne holds a 1.9% mindshare in ISM, compared to Zendesk’s 4.8% mindshare. Additionally, 95% of NinjaOne users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

NinjaOne

Read 24 NinjaOne reviews

8,571 Views
1,114 Comparison Views

95% willing to recommend

Zendesk

Read 68 Zendesk reviews

6,933 Views
2,496 Comparison Views

91% willing to recommend

NinjaOne

Zendesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

NinjaOne and Zendesk are key players in IT management and customer support. NinjaOne shows strengths in deployment ease and customer service, whereas Zendesk offers a comprehensive feature set.

Features: NinjaOne includes device management, automation for IT operations, and integration capabilities. Zendesk offers extensive customer support functionalities with scalable ticketing systems and a versatile help center. It also has rich customer engagement tools.

Room for Improvement: NinjaOne could improve in expanding network device monitoring, configuration optimizations for patch management, and initial learning curve for new users. Zendesk may benefit from simplifying its setup, refining integrations for faster performance, and offering more cost-effective solutions for smaller businesses.

Ease of Deployment and Customer Service: NinjaOne provides a straightforward deployment with supportive customer service that ensures a seamless onboarding. On the other hand, Zendesk's setup involves more complexity but is supported by comprehensive guidance and tools to enhance customer engagement.

Pricing and ROI: NinjaOne offers a competitive pricing model with a promising ROI, appealing to cost-conscious organizations. Zendesk requires a bigger initial investment; however, its feature-rich offerings can lead to significant value over time by supporting extensive customer service needs.

To learn more, read our detailed NinjaOne vs. Zendesk Report (Updated: March 2026).

Buyer's Guide

NinjaOne vs. Zendesk

March 2026

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Helped 884,873 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:

ROI

Sentiment score

6.5

NinjaOne streamlines operations, enabling remote resolutions and productivity boosts, with most organizations seeing cost and workload reductions quickly.

Sentiment score

6.0

Zendesk provides significant ROI with cost savings, productivity boosts, and improved efficiency through better ticket management and supportive sales team.

NinjaOne enables significant time savings, reducing my workload by 40% to 50%, primarily due to remote management capabilities.

Jörg Köhler

Owner at AvalisNT AG

Time-wise, it is probably saving the service desk a day a week.

PeterMurphy

Head of Technology Operations at Codi Group

We saved money because we were able to consolidate three different tools into one.

reviewer2805150

IT Director at a financial services firm with 10,001+ employees

For more quotes and insights, download the NinjaOne report

I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Time saved is definitely a benefit because it puts all of our tickets in one spot.

reviewer2795478

Technical Solutions Lead at a computer software company with 51-200 employees

I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.

Filipe Abreu

Junior system analyst at Wevt clous

For more quotes and insights, download the Zendesk report

Customer Service

Sentiment score

7.0

NinjaOne's support is praised for responsiveness and capability, though some users note occasional slow responses and limited availability.

Sentiment score

6.2

Zendesk support is praised for responsiveness and availability but criticized for slow responses and lack of personal interaction.

Our experience with escalation supports, including auto escalation to third-level or engineering support, has been very positive.

Javier_Rodriguez

Cloud Consultant at i-Community AG

The customer support at NinjaOne is excellent, rated ten out of ten.

Jörg Köhler

Owner at AvalisNT AG

Customer support from NinjaOne is excellent.

Not Joseph Pearson

Assistant Vice President, Tech Solutions at LPL Financials

For more quotes and insights, download the NinjaOne report

There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.

Jairo Vega

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The technical support provided by Zendesk has been very satisfactory.

JohanSkibdahl

CEO at Etcetera Networks

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

For more quotes and insights, download the Zendesk report

Scalability Issues

Sentiment score

8.2

NinjaOne efficiently scales across businesses, offering cost-effective and flexible device management for thousands of endpoints with ease.

Sentiment score

7.2

Zendesk is adaptable and scalable for diverse organizations, handling growth well but posing challenges in cost and customization.

I would rate the scalability of NinjaOne as ten out of ten.

Roy Levy

CEO AND CTO at DeserveIT

We easily install the agent on new servers and can create scripts to automate agent installation.

Afshaar Ahmed

DevOps Engineer at a tech services company with 201-500 employees

NinjaOne's scalability is brilliant, as we have gone from 2,000 devices to 3,500 devices.

PeterMurphy

Head of Technology Operations at Codi Group

For more quotes and insights, download the NinjaOne report

We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk can scale from very small companies to very large ones.

JohanSkibdahl

CEO at Etcetera Networks

Zendesk's scalability is excellent.

Jairo Vega

Technical Support Engineer/ QA at a computer software company with 11-50 employees

For more quotes and insights, download the Zendesk report

Stability Issues

Sentiment score

8.2

Users find NinjaOne reliable and stable due to frequent updates, despite occasional minor issues with remote command execution.

Sentiment score

7.8

Zendesk is reliable and stable, with minor issues and rare outages, communicated promptly via Twitter, ideal for small businesses.

I would rate the stability a ten out of ten.

Jörg Köhler

Owner at AvalisNT AG

In the two years I have used it, I have never experienced any downtime or reliability issues.

Afshaar Ahmed

DevOps Engineer at a tech services company with 201-500 employees

NinjaOne is extremely stable.

reviewer2805150

IT Director at a financial services firm with 10,001+ employees

For more quotes and insights, download the NinjaOne report

They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.

Jairo Vega

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The stability has been quite reliable.

JohanSkibdahl

CEO at Etcetera Networks

For more quotes and insights, download the Zendesk report

Room For Improvement

NinjaOne requires reporting, interface, integration, and feature improvements, addressing cost, usability, and security concerns for a better user experience.

Zendesk users seek enhancements like efficient ticket merging, advanced reporting, better integrations, improved usability, and AI features.

Security and reporting, including business intelligence tools, are adequate.

Javier_Rodriguez

Cloud Consultant at i-Community AG

NinjaOne should consider adding notifications about script executions to email, Teams, or Slack channels.

Afshaar Ahmed

DevOps Engineer at a tech services company with 201-500 employees

The ability to have more than one NinjaOne agent on a device at a time, as this is a significant issue in our current state.

Not Joseph Pearson

Assistant Vice President, Tech Solutions at LPL Financials

For more quotes and insights, download the NinjaOne report

Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.

Filipe Abreu

Junior system analyst at Wevt clous

Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.

Jairo Vega

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.

Dimitri Cooper

Project Manager III at City of Union City Government

For more quotes and insights, download the Zendesk report

Setup Cost

NinjaOne offers competitive, device-specific monthly pricing with good value, affordable compared to competitors, and benefits for educational institutions.

Zendesk's pricing is high but flexible, justified by its value in saving time and enhancing customer experience.

The pricing for NinjaOne is appropriate for small companies.

Javier_Rodriguez

Cloud Consultant at i-Community AG

NinjaOne is reasonably priced, particularly with the inclusion of TeamViewer, SentinelOne, and Bitdefender.

Jörg Köhler

Owner at AvalisNT AG

My experience with pricing, setup cost, and licensing for NinjaOne is fairly cheap and easy.

Courtney Mcclellan

IT Support at Team Trinet

For more quotes and insights, download the NinjaOne report

It is not the cheapest solution nor the most expensive, but it provides value for money.

JohanSkibdahl

CEO at Etcetera Networks

The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

For more quotes and insights, download the Zendesk report

Valuable Features

NinjaOne boosts IT efficiency with remote management, automation, strong security, and seamless integration, offering a user-friendly, cost-effective solution.

Zendesk enhances productivity with customizable ticket management, CRM integrations, automation, and multi-channel support for improved customer satisfaction.

The software's automation tools have solved critical deployment problems for small businesses.

Javier_Rodriguez

Cloud Consultant at i-Community AG

A significant feature of NinjaOne is its remote access capability, which is essential for my clients’ home office usage.

Jörg Köhler

Owner at AvalisNT AG

Every month, every quarter, I see new features, and it is always evolving.

Roy Levy

CEO AND CTO at DeserveIT

For more quotes and insights, download the NinjaOne report

It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.

JohanSkibdahl

CEO at Etcetera Networks

Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.

Filipe Abreu

Junior system analyst at Wevt clous

Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

For more quotes and insights, download the Zendesk report

Categories and Ranking

NinjaOne

Ranking in Help Desk Software

9th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Network Monitoring Software (21st), Server Monitoring (5th), Remote Access (11th), Vulnerability Management (26th), Mobile Device Management (MDM) (4th), IT Alerting and Incident Management (11th), Remote Monitoring and Management (RMM) (1st), Patch Management (6th), MSP Backup (1st), Unified Endpoint Management (UEM) (7th)

Zendesk

Ranking in Help Desk Software

4th

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 (4th), CRM (9th), Reporting (10th), Knowledge Management Software (3rd), AI Customer Support (20th), AI IT Support (5th)

Mindshare comparison

As of March 2026, in the IT Service Management (ITSM) category, the mindshare of NinjaOne is 1.9%, down from 3.4% compared to the previous year. The mindshare of Zendesk is 4.8%, up from 3.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Zendesk	4.8%
NinjaOne	1.9%
Other	93.3%

IT Service Management (ITSM)

Featured Reviews

Not Joseph Pearson

Assistant Vice President, Tech Solutions at LPL Financials

Has simplified remote software delivery and script management but needs improved reporting flexibility and better Mac support

NinjaOne's best features include ease of use regarding enablement and deployment, a broad selection and ability of software enablement, and API deliveries. Using CrowdStrike, we are able to tie in NinjaOne's API to have these automatically deliver to endpoints upon addition of those devices to a group with that policy deployed to it. NinjaOne has positively impacted our organization by making delivery easier for our end users and improving the ability to create scripts, manage scripts, and check status of devices and their compliance. This easier delivery with NinjaOne gives us oversight on devices without having to be on the call or remoted in directly to a device.

Read full review

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.

Read full review

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Top Industries

By visitors reading reviews

Computer Software Company

11%

Government

Manufacturing Company

Comms Service Provider

Manufacturing Company

Performing Arts

Outsourcing Company

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	3
Large Enterprise	4

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

Questions from the Community

What is your experience regarding pricing and costs for NinjaOne?

My experience with pricing, setup cost, and licensing is that I think it is very reasonable for the product that we get.

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What needs improvement with NinjaOne?

NinjaOne can be improved by making mobile usage on the system cheaper because it becomes an expensive commodity.

See all answers

What is your primary use case for NinjaOne?

My main use case for NinjaOne is patching operating systems and applications. I use NinjaOne for patching security vulnerabilities and ensuring that everything is kept up to date on the network for...

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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?

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...

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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...

See all answers

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Product Reports

Buyer's Guide

NinjaOne

March 2026

Download NinjaOne product report

Buyer's Guide

Zendesk

February 2026

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

NinjaOne provides comprehensive remote monitoring, troubleshooting, and automation via a user-friendly web interface. With a robust mobile app and integration capabilities, it appeals to small businesses seeking cost-effective management solutions.

NinjaOne is designed to streamline IT operations through its remote monitoring, patch management, and automation capabilities. Its integration with Bitdefender and ongoing feature enhancements are valuable, although users express a desire for more third-party compatibility and smoother deployment processes. The platform's SLA system enhances performance tracking, while its continual development is a key attraction. Despite some calls for a more intuitive graphical interface and advanced reporting features, it remains an asset for managed service providers and businesses adapting to cloud-based environments.

What are the most important features?

Remote Monitoring: Essential for real-time insights into network and device performance.
Automation: Reduces manual tasks, increasing efficiency in IT management.
Patch Management: Timely updates for software and system security.
Mobile App: Ensures alerts and management capabilities on the go.
Third-Party Integrations: Enhances functionality by working with tools like Bitdefender.

What benefits can users expect?

Cost-Effectiveness: Appeals to small companies seeking budget-friendly IT solutions.
Performance Tracking: Improved SLA system aids in efficient performance monitoring.
Enhanced Management: Effective use of scripts and policies streamline operations.
Client Interaction: Better remote session management and asset control.

NinjaOne is widely employed across different sectors for server and workstation management, network infrastructure oversight, and client computer support. With its cloud-based framework, it supports managed service providers and businesses shifting to the cloud, ensuring seamless software deployment and improved asset management, making it integral to modern IT environments.

NinjaOne

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.

Zendesk

Sample Customers

Status Pros, Mitchell and Company

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

Buyer's Guide

NinjaOne vs. Zendesk

March 2026

Free Report: NinjaOne vs. Zendesk

Find out what your peers are saying about NinjaOne vs. Zendesk and other solutions. Updated: March 2026.

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