Compare Zendesk and IncidentMonitor - Sep 2023

Shlomi Lavi

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Bottom Line: Which is Better - Zendesk or IncidentMonitor?

IncidentMonitor is more expensive to implement (TCO) than Zendesk, and Zendesk is rated higher (92/100) than IncidentMonitor (78/100). Zendesk offers users more features (23) than IncidentMonitor (0). There is a clear winner in this case and it is Zendesk!

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:

Zendesk Vs. Monitor 24-7 Inc.

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.

Monitor 24-7 Inc.: Over a decade ago, two software designers from Canada working as consultants collaborated in the creation of a service desk application on a request from a customer. By partnering together, the two designed an outsourced service desk application which was then successfully implemented by the customer. Monitor 24-7 Inc was a fact. The first version ...

Who is more expensive? Zendesk or IncidentMonitor?

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 Zendesk and IncidentMonitor.

Zendesk price starts at $49 per agent/month , On a scale between 1 to 10 Zendesk is rated 2, which is much lower than the average cost of Help Desk software. IncidentMonitor price starts at $36 per feature/month , When comparing IncidentMonitor to its competitors, the software is rated 4 - lower than the average Help Desk software cost.

Bottom line: IncidentMonitor is more expensive than Zendesk.

Which software includes more/better features?

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

Zendesk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows, Scheduling, Self Service Portal, Service Level Agreements.

IncidentMonitor: We are still working to collect the list of features for IncidentMonitor.

Target customer size

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. IncidentMonitor is developed for small businesses (1-20 employees) to medium-sized companies (10-100 employees) in the Information and Technology (IT), Systems Management and other Information Provider industry, mainly those businesses engaging in the field of helpdesk and IT.