Samanage vs Zendesk comparison

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Samanage

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Executive SummaryUpdated on Nov 3, 2024

Samanage and Zendesk compete in the IT service management space with Zendesk often seen as having the upper hand due to its extensive features and perceived value.

Features: Samanage provides robust asset management, incident management, and risk detection capabilities. It highlights integration with various platforms. Zendesk stands out for its ticketing system, advanced automation, and tools suited for large-scale operations.

Ease of Deployment and Customer Service: Samanage is known for its straightforward setup and excellent customer service, allowing quick deployment without extensive technical knowledge. Zendesk might require more time for full implementation due to complexity but is backed by responsive support teams.

Pricing and ROI: Samanage tends to offer lower setup costs, appealing to budget-conscious organizations with commendable ROI. Zendesk, with potentially higher upfront costs, justifies this with features that contribute to perceived higher ROI over time.

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

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Samanage vs. Zendesk

January 2026

Helped 881,082 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

Samanage

Ranking in Help Desk Software

16th

Ranking in IT Service Management (ITSM)

15th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (12th), License Management (9th)

Zendesk

Ranking in Help Desk Software

4th

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (8th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (7th), AI IT Support (7th)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of Samanage is 1.6%, up from 0.9% compared to the previous year. The mindshare of Zendesk is 5.1%, up from 4.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Zendesk	5.1%
Samanage	1.6%
Other	93.3%

Help Desk Software

Featured Reviews

Meechai C.

Consult at a manufacturing company with 10,001+ employees

Detects incidents quickly, improves our SLA performance and solves issues faster

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

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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 solution has a great filtering feature."

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

"Zendesk has helped us to increase productivity and has reduced the time between when a ticket is opened and when it is completed."

"The stability has been very good."

"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."

"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 most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request."

"Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction."

More Zendesk pros

Cons

"The system shuts down about once a month which is frustrating."

"The setting up process is not quite easy. It's quite difficult."

"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."

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

"I would also mention that the Zendesk app on iOS is not very good."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

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

"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."

More Zendesk cons

Pricing and Cost Advice

"It is expensive."

"The price is very competitive."

"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."

"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."

"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."

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881,082 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Manufacturing Company

14%

Comms Service Provider

11%

Construction Company

Performing Arts

Manufacturing Company

Performing Arts

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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

Questions from the Community

What do you like most about Samanage?

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.

What needs improvement with Samanage?

What is your primary use case for Samanage?

I use it for incident recording based on your inventory.

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?

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...

Provance IT Asset Management Pack vs Samanage

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Product Reports

Download Samanage product report

Help Desk Software

December 2025

Download Zendesk product report

January 2026

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "

SolarWinds

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

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

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