SymphonyAI IT Service Management vs Zendesk comparison

SymphonyAI IT Service Manag...

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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: September 2025).

SymphonyAI IT Service Management vs. Zendesk

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Helped 868,787 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

22nd

Ranking in IT Service Management (ITSM)

22nd

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (15th)

Zendesk

Ranking in Help Desk Software

8th

Ranking in IT Service Management (ITSM)

7th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th), CRM (18th), Sales Force Automation (8th), Reporting (14th), Knowledge Management Software (4th), Community Platforms (2nd)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of SymphonyAI IT Service Management is 1.7%, up from 1.2% compared to the previous year. The mindshare of Zendesk is 4.6%, 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	4.6%
SymphonyAI IT Service Management	1.7%
Other	93.7%

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.

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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.

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

"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 product has the best features for ITSM."

"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 benefits I have seen from using Zendesk include faster response times; as a CSM, faster response is the goal, which solves the customer's challenge in a timely manner, and Zendesk offers that capability, which is beneficial."

"Zendesk Support has a lot of good APIs."

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

"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."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"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 initial setup is simple and straightforward."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

More Zendesk pros

Cons

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

"There could be flexibility in terms of customization."

"Integration was a major limitation with SummitAI."

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

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

"Report generation is still slightly tricky and not very customizable as per my inquiries."

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

"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."

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

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

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

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

More Zendesk cons

Pricing and Cost Advice

"The product's cost is average."

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

"We have a regular license."

"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."

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

"The price is very competitive."

"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

Manufacturing Company

16%

Financial Services Firm

Computer Software Company

Government

Computer Software Company

21%

Manufacturing Company

Performing Arts

University

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	29
Midsize Enterprise	20
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?

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?

I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.

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Product Reports

IT Service Management (ITSM)

Download SymphonyAI IT Service Management product report

Download Zendesk product report

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

SymphonyAI IT Service Management vs. Zendesk