Serviceaide ChangeGear vs Zendesk comparison

Serviceaide and Zendesk are both solutions in the IT Service Management (ITSM) category. Serviceaide is ranked #30, while Zendesk is ranked #5 with an average rating of 7.3. Serviceaide holds a 1.1% mindshare in ISM, compared to Zendesk’s 4.8% 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

1,041 Views
677 Comparison Views

85% willing to recommend

Zendesk

Read 68 Zendesk reviews

6,933 Views
2,496 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: March 2026).

Buyer's Guide

Serviceaide ChangeGear vs. Zendesk

March 2026

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Helped 884,933 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

32nd

Ranking in IT Service Management (ITSM)

30th

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

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 Serviceaide ChangeGear is 1.1%, up from 0.4% 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%
Serviceaide ChangeGear	1.1%
Other	94.1%

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.

Read full review

Quotes from Members

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

Pros

"Improved the effectiveness of my Service Desk Team and improved the SLA timing."

"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."

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

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

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

"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."

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

"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."

More Serviceaide ChangeGear pros

"It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

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

"We have improved the service to clients, creating great support and managing relationships."

"Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform."

"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 chose Zendesk because of its ease of use and the projected ROI."

"As per my experience Zendesk is a very impressive, efficient and convenient web based help desk application."

More Zendesk pros

Cons

"I would love to see better two-factor authentication as that would really help us and make a big difference."

"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."

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

"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."

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

"Usability for IT analysts could be improved."

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

More Serviceaide ChangeGear cons

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

"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."

"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."

"It needs to have a more intuitive application of macro’s in changing ticket statuses."

"The look and feel could use a little more polish."

"We had to modify extensively the reporting features to be meaningful to our business."

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

"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."

More Zendesk cons

Pricing and Cost Advice

Information not available

"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."

"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."

"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."

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

"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

Outsourcing Company

11%

Energy/Utilities Company

Comms Service Provider

Healthcare Company

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	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 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...

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Compared 4% of the time

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BMC Helix ITSM vs Zendesk

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Serviceaide ChangeGear product report

Buyer's Guide

Zendesk

February 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

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

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

Oakwood Systems Group

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

Buyer's Guide

Serviceaide ChangeGear vs. Zendesk

March 2026

Free Report: Serviceaide ChangeGear vs. Zendesk

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

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