Serviceaide ChangeGear vs Zendesk comparison

Serviceaide and Zendesk are both solutions in the Help Desk Software category. Serviceaide is ranked #29, while Zendesk is ranked #9 with an average rating of 7.7. Serviceaide holds a 0.4% mindshare in HDS, compared to Zendesk’s 4.3% mindshare. Additionally, 85% of Serviceaide users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

235 Views
139 Comparison Views

85% willing to recommend

Zendesk

Read 60 Zendesk reviews

1,546 Views
1,250 Comparison Views

93% 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 2025).

Buyer's Guide

Serviceaide ChangeGear vs. Zendesk

May 2025

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Helped 851,604 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

29th

Ranking in IT Service Management (ITSM)

34th

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

9th

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (19th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (4th), Community Platforms (3rd)

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of Serviceaide ChangeGear is 0.4%, down from 0.5% compared to the previous year. The mindshare of Zendesk is 4.3%, up from 4.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

it_user347802

Sr. Knowledge Management at a financial services firm with 1,001-5,000 employees

It's provided self-service and automation, notifications, and reporting, although adding group names is a complicated process.

It’s always the little things. There used to be a spell-check function that allowed us to add technical terms, but it no longer exists, and I’d like to have that back. Also, adding group names is a complicated process that involves adding analyst names, and analysts change all the time, so it's nearly impossible to consistently add group names.

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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 ( /products/klaviyo-reviews ), enhancing our workflows.

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

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

"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."

"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."

"Zendesk Support has a lot of good APIs."

"We rarely had issues with Zendesk."

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

"It's a very stable tool, very powerful."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"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."

More Zendesk pros

Cons

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

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

"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."

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

"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."

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

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

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

More Zendesk cons

Pricing and Cost Advice

Information not available

"The price is very competitive."

"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."

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

"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."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

24%

Educational Organization

10%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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 ...

See all answers

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.

See all answers

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

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download Serviceaide ChangeGear product report

Buyer's Guide

Zendesk

April 2025

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

May 2025

Free Report: Serviceaide ChangeGear vs. Zendesk

Find out what your peers are saying about Serviceaide ChangeGear vs. Zendesk and other solutions. Updated: May 2025.

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