Compare Zendesk and Symantec ServiceDesk - Sep 2023

Shlomi Lavi

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Bottom Line: Which is Better - Zendesk or Symantec ServiceDesk?

Symantec ServiceDesk is more expensive to implement (TCO) than Zendesk, and Zendesk is rated higher (92/100) than Symantec ServiceDesk (75/100). Zendesk offers users more features (23) than Symantec ServiceDesk (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. Symantec

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.

Symantec: Symantec helps consumers and organizations secure and manage their information-driven world. Symantec is a global leader in providing security, storage and systems management solutions to help our customers – from consumers and small businesses to the largest global organizations – secure and manage their information against more risks at more po...

Who is more expensive? Zendesk or Symantec ServiceDesk?

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 Symantec ServiceDesk.

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. Symantec ServiceDesk accurate pricing info is available upon request (they don't share it publicly), however , On a scale between 1 to 10 Zendesk is rated 2, which is much lower than the average cost of Help Desk software.

Bottom line: Symantec ServiceDesk is more expensive than Zendesk.

Which software includes more/better features?

We've compared Zendesk Vs. Symantec ServiceDesk 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.

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

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. and Symantec ServiceDesk's target customer size include: Small, medium and large size businesses.