Compare SolarWinds Service Desk and Zendesk - Sep 2023

Shlomi LaviShlomi Lavi / Sep 28, 2023

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Bottom Line: Which is Better - SolarWinds Service Desk or Zendesk?

SolarWinds Service Desk is more expensive to implement (TCO) than Zendesk, and SolarWinds Service Desk is rated higher (94/100) than Zendesk (92/100). Zendesk offers users more features (23) than SolarWinds Service Desk (18).

Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Samanage Vs. Zendesk

Samanage: At Samanage, we work hard every day to deliver innovative SaaS-based IT management software. We create robust, easy to use solutions that help you save money and achieve value that was previously not available. We believe enterprise software can be sexy, easy to use, and as intuitive as Gmail or Facebook - that's the kind of experience you deser...

Zendesk: Zendesk is founded in Copenhagen, Denmark. Zendesk is the leading cloud-based customer service software solution. More than 20,000 companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction.

Who is more expensive? SolarWinds Service Desk or Zendesk?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for SolarWinds Service Desk and Zendesk.

SolarWinds Service Desk price starts at $19 per technician/month , On a scale between 1 to 10 SolarWinds is rated 4, which is lower than the average cost of Help Desk software. Zendesk price starts at $49 per agent/month , When comparing Zendesk to its competitors, the software is rated 2 - much lower than the average Help Desk software cost.

Bottom line: SolarWinds Service Desk is more expensive than Zendesk.

Which software includes more/better features?

We've compared SolarWinds Service Desk Vs. Zendesk based on some of the most important and required Help Desk features.

SolarWinds Service Desk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Asset Management, Billing and Invoicing, Change Management, Contract Management, Customer Survey, Email Integration, Incident / Request Management, ITIL Compliant.

Zendesk: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows.

Target customer size

SolarWinds is ideal for all sizes of businesses that need to organize their IT assets and operations. Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process.

SolarWinds Service Desk

ITQlick rating
(5/5)

starts at $19 per technician/month

SolarWinds Help-desk is cloud-based help-desk and customer service solution designed for businesses of any size. The solution features include change management, IT asset management and incident management and ...

Categories: Billing & Invoicing, Document Management, Banking CRM, Customer Loyalty.

Zendesk

ITQlick rating
(4.3/5)

starts at $49 per agent/month

Zendesk is a SaaS and a cloud-based customer service software that help the user to manage customers. The solution enables the user to build more meaningful productive as well as personal relationships with cus...

Categories: Customer Service, Ticket Management, Help Desk, Document Management, CRM.

Compare specifications

Compare features

SolarWinds Service Desk: 18 Features

Asset Management
Billing and Invoicing
Change Management
Contract Management
Customer Survey
Email Integration
Incident / Request Management
ITIL Compliant
Knowledge Base/FAQ
LDAP/Active Directory Synchronization
Mobile Integration
Multi-Site Support
Remote Control Access
Reporting
Rules/Workflows
Scheduling
Self Service Portal
Service Level Agreements

Zendesk: 23 Features

Customer Survey
Email Integration
Knowledge Base/FAQ
Multi-Site Support
Rules/Workflows
Scheduling
Self Service Portal
Service Level Agreements
Change Management
Customer Survey
Email Integration
Knowledge Base/FAQ
Multi-Site Support
Rules/Workflows
Scheduling
Self Service Portal
Service Level Agreements
Customer Database
Customer Self Service Portal
Customer Service
Customer Support Tracking
Knowledge Base
Mail Order Sales
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100, the calculation is based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 (10 is high cost), based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
SolarWin...
ITQlick rating
5/5
Score
94/100
Pricing
4.2/10
License pricing
$19 per technician/month
Functionality
38
Compare
Zendesk
ITQlick rating
4.3/5
Score
92/100
Pricing
2/10
License pricing
$49 per agent/month
Functionality
48
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per agent/month
Functionality
39
Zoho Des...
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per agent/month
Functionality
3
FuseDesk
ITQlick rating
4.3/5
Score
91/100
Pricing
6.4/10
License pricing
$39 per seat/month
Functionality
7

Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.