SymphonyAI IT Service Management vs Zendesk comparison

SymphonyAI IT Service Manag...

Read 68 Zendesk reviews

5,200 Views
2,288 Comparison Views

91% willing to recommend

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

SymphonyAI IT Service Management and Zendesk are two prominent products competing in the IT service management field. SymphonyAI IT Service Management appears to have advantages in customization and AI-driven solutions, which handle complex IT environments effectively. Zendesk, on the other hand, is strong in customer support experience and integration capabilities.

Features: SymphonyAI IT Service Management provides AI-powered analytics, custom workflows tailored for IT complexities, and advanced automation for routine tasks. Zendesk enhances communication with a robust ticketing system, a wide array of integrations, and strong user engagement features.

Room for Improvement: SymphonyAI IT Service Management could improve in streamlining user interfaces and reducing deployment complexity. It may also benefit from more seamless integration with non-IT systems. Zendesk can enhance its customization options for technical support needs, integrate more sophisticated AI tools, and simplify its pricing structures for broader appeal.

Ease of Deployment and Customer Service: SymphonyAI IT Service Management offers a detailed deployment process that provides deep customization, ideal for IT-focused environments but can be extensive. Zendesk features quicker deployment with an intuitive interface, requiring additional configuration for complex setups and strong support across its broader application range.

Pricing and ROI: SymphonyAI IT Service Management generally incurs higher setup costs, reflecting its extensive capabilities, providing significant ROI for businesses needing comprehensive IT solutions. Zendesk’s more accessible pricing facilitates ROI through enhanced customer interactions and efficient ticket handling, appealing to businesses focused on customer service efficiency.

To learn more, read our detailed SymphonyAI IT Service Management vs. Zendesk Report (Updated: January 2026).

SymphonyAI IT Service Management vs. Zendesk

January 2026

Download the complete report

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

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

20th

Ranking in IT Service Management (ITSM)

18th

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (14th)

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 SymphonyAI IT Service Management is 1.7%, up from 1.5% 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%
SymphonyAI IT Service Management	1.7%
Other	93.2%

Help Desk Software

Featured Reviews

Abhishek Bhosle

IT Specialist at Tata AIA

Good ticketing tool but limitations with integration

We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

Read full review

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

"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."

"The product has the best features for ITSM."

"My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at."

"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 product offers very good management. It has a great ability to assign tickets based on content."

"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."

"We rarely had issues with Zendesk."

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

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

"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."

More Zendesk pros

Cons

"Integration was a major limitation with SummitAI."

"SummitAI IT Management Suite's project management and operational management features could be improved."

"There could be flexibility in terms of customization."

"I would like them to add software inventory in the next release. We don't have that right now."

"The dashboard could be better."

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

"We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized."

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

"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."

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

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

"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

"SummitAI IT Management Suite's pricing is a bit expensive."

"The product's cost is average."

"We have a regular license."

"The price is very competitive."

"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."

"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."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

881,082 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Manufacturing Company

16%

Computer Software Company

Government

Financial Services Firm

Manufacturing Company

Performing Arts

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	3

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

Questions from the Community

What do you like most about SummitAI IT Management Suite?

It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners.

What needs improvement with SummitAI IT Management Suite?

Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...

What is your primary use case for SummitAI IT Management Suite?

We mainly used it as a ticketing tool for our IT services. It wasn't bad, but the reporting wasn't great, which is one reason we decided to switch.

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...

ServiceNow vs SymphonyAI IT Service Management

Comparisons

Compared 31% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 11% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 7% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 5% of the time

BMC Helix ITSM vs SymphonyAI IT Service Management

Compared 5% of the time

More SymphonyAI IT Service Management Competitors

ServiceNow vs Zendesk

Compared 13% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

Freshservice vs Zendesk

Compared 6% of the time

NICE CXone vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 3% of the time

More Zendesk Competitors

Product Reports

IT Service Management (ITSM)

December 2025

Download SymphonyAI IT Service Management product report

Download Zendesk product report

January 2026

Also Known As

Summus IT Management Suite

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI

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

Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla

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