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: August 2025).

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Samanage vs. Zendesk

August 2025

Helped 865,295 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

19th

Ranking in IT Service Management (ITSM)

18th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (14th), License Management (11th)

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

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 Samanage is 1.3%, up from 0.6% 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

Featured Reviews

Moldir Shynggys

Application Security Analyst at a tech services company with 51-200 employees

Great filtering feature and a good analytics dashboard

Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like…

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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, 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

"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."

"The solution has a great filtering feature."

"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."

"The stability has been very good."

"The initial setup is simple and straightforward."

"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."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"It's very convenient to use."

"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."

More Zendesk pros

Cons

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

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

"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"The solution could integrate better with QR codes from some websites such as Facebook."

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

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

"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. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

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

"The price of the solution should be reduced."

More Zendesk cons

Pricing and Cost Advice

"It is expensive."

"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."

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

"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."

"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."

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Top Industries

By visitors reading reviews

Construction Company

13%

Manufacturing Company

13%

Financial Services Firm

11%

Comms Service Provider

Computer Software Company

22%

Manufacturing Company

Educational Organization

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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?

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 o...

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?

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 Samanage product report

Help Desk Software

August 2025

Download Zendesk product report

July 2025

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