Serviceaide ChangeGear vs Zendesk comparison

Serviceaide and Zendesk are both solutions in the IT Service Management (ITSM) category. Serviceaide is ranked #29, while Zendesk is ranked #5 with an average rating of 7.2. Serviceaide holds a 1.6% mindshare in ISM, compared to Zendesk’s 4.9% mindshare. Additionally, 85% of Serviceaide users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

1,844 Views
1,254 Comparison Views

85% willing to recommend

Zendesk

Read 68 Zendesk reviews

11,044 Views
3,755 Comparison Views

91% willing to recommend

Serviceaide ChangeGear

Zendesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Serviceaide ChangeGear and Zendesk are competing products in IT service management and customer support solutions. Zendesk leads due to its comprehensive feature set, making it preferable despite higher costs.

Features: Serviceaide ChangeGear offers robust change management capabilities, effective automation tools, and supports cost-effective IT service management. Zendesk provides a diverse customer support suite, including advanced ticketing, multi-channel communication, and comprehensive analytics, meeting various support needs.

Room for Improvement: Serviceaide ChangeGear can enhance its integration options, expand its analytics capabilities, and offer greater customization. Zendesk could improve by reducing complexity in setup, lowering its initial cost barrier, and refining its user interface for ease.

Ease of Deployment and Customer Service: Serviceaide ChangeGear is known for its easy deployment and swift implementation aided by strong customer service. Zendesk provides flexible deployment options with robust customer support ensuring smooth integration and adaptability.

Pricing and ROI: Serviceaide ChangeGear is cost-efficient, offering good ROI primarily for IT service management. Zendesk, while higher in setup costs, justifies investment with significant ROI through its scalable and versatile support platform.

To learn more, read our detailed Serviceaide ChangeGear vs. Zendesk Report (Updated: May 2026).

Buyer's Guide

Serviceaide ChangeGear vs. Zendesk

May 2026

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Helped 893,244 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

Serviceaide ChangeGear

Ranking in Help Desk Software

28th

Ranking in IT Service Management (ITSM)

29th

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

3rd

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 (3rd), CRM (9th), Reporting (11th), Knowledge Management Software (3rd), AI Customer Support (7th), AI IT Support (5th)

Mindshare comparison

As of May 2026, in the IT Service Management (ITSM) category, the mindshare of Serviceaide ChangeGear is 1.6%, up from 0.3% compared to the previous year. The mindshare of Zendesk is 4.9%, up from 3.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Zendesk	4.9%
Serviceaide ChangeGear	1.6%
Other	93.5%

IT Service Management (ITSM)

Featured Reviews

Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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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 is a highly mature product, and because of this, it can stand up to any other product on the market."

"This is really easy solution to scale up and get get going to add new catalog items."

"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."

"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."

"The ability to add Additional Information Screens on the fly."

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."

"CA Technologies support is excellent."

More Serviceaide ChangeGear pros

"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."

"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 most valuable feature was its simplicity as it was made easy to use."

"We tried to find a solution better and cheaper than Zendesk locally and we have not found any solution so complete and flexible as Zendesk."

"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."

"All companies with high standards should use Zendesk because it's a reliable tool, constantly improving the old features and also bringing new ones on the market, in accordance to their customers’ needs."

"My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option."

"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."

More Zendesk pros

Cons

"Importing data with relations is difficult and could be better."

"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."

"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."

"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."

"It loses points because it’s not GUI enough, too code-y."

"Usability for IT analysts could be improved."

"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."

"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."

More Serviceaide ChangeGear cons

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

"Customer Service: 6/10 – usually helpful but sometimes very slow. Technical Support: 6/10 – usually helpful but sometimes very slow."

"You couldn't give administrative access to new hires."

"Report Generator needs to be improved."

"There are some edge cases where the simplicity of the platform prevented some unusual workflows, but we worked around it without much hassle."

"I would like to see improvement in the "trigger" sections and "macros" as well."

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

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

More Zendesk cons

Pricing and Cost Advice

Information not available

"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."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Construction Company

15%

Comms Service Provider

Financial Services Firm

Religious Institution

Financial Services Firm

Construction Company

Manufacturing Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

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

Questions from the Community

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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...

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What is your primary use case for Zendesk Support?

I have been using Zendesk for approximately five years now. I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email...

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2026

Download Serviceaide ChangeGear product report

Buyer's Guide

Zendesk

April 2026

Download Zendesk product report

Also Known As

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Serviceaide ChangeGear enhances IT operations with a focus on change management, delivering a robust platform for streamlining processes and improving efficiency.

Serviceaide ChangeGear provides a comprehensive suite of tools for managing IT environments. Its capabilities allow for seamless integration with existing systems, thus facilitating improved decision-making and efficient process execution. Built for enterprises seeking to optimize IT service management, it supports alignment with business objectives. Designed with scalability in mind, users can leverage ChangeGear's functionalities to support growth and adaptability in dynamic environments.

What are the key features of ChangeGear?

Change Management: Facilitates smooth planning and execution of changes, reducing risks and downtime.
Integration Capabilities: Seamlessly integrates with other IT and business systems for cohesive operations.
Automation: Automates routine tasks to improve efficiency and reduce human error.
Self-Service Portal: Enhances user experience by empowering users with tools to manage their requests independently.

What benefits or ROI can users expect?

Increased Efficiency: Streamlines IT processes, allowing for better resource utilization.
Risk Mitigation: Effectively manages change to minimize risks associated with IT alterations.
Scalability: Supports business growth with adaptable and scalable processes.
Cost Reduction: Reduces operational costs through automation and improved resource management.

Serviceaide ChangeGear is implemented across industries including finance and healthcare to support their complex IT infrastructure needs. It effectively addresses sector-specific challenges, enabling these industries to maintain robust IT governance and compliance without compromising operational efficiency.

Serviceaide

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

Zendesk

Sample Customers

Oakwood Systems Group

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

Buyer's Guide

Serviceaide ChangeGear vs. Zendesk

May 2026

Free Report: Serviceaide ChangeGear vs. Zendesk

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