What users are saying about

AlienVault USM

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336 Ratings

Zendesk

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Top Rated
437 Ratings

AlienVault USM

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336 Ratings
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Score 8 out of 101

Zendesk

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Top Rated
437 Ratings
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Score 8.3 out of 101

Add comparison

Likelihood to Recommend

AlienVault USM

AlienVault USM Anywhere is a great SIEM and if you need to deploy a SaaS solution then it is suited very well. It works very well for us being 100% AWS and integrates well with our toolset and AWS features. The Open Threat Intelligence (OTX) is perfect for providing context on events and feeding our incident response processes.
Matthew White profile photo

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson profile photo

Feature Rating Comparison

Security Information and Event Management (SIEM)

AlienVault USM
7.3
Zendesk
Centralized event and log data collection
AlienVault USM
8.0
Zendesk
Correlation
AlienVault USM
8.0
Zendesk
Event and log normalization
AlienVault USM
8.0
Zendesk
Deployment flexibility
AlienVault USM
7.0
Zendesk
Custom dashboards and views
AlienVault USM
6.0
Zendesk
Host and network-based intrusion detection
AlienVault USM
7.0
Zendesk

Incident and problem management

AlienVault USM
Zendesk
8.3
Organize and prioritize service tickets
AlienVault USM
Zendesk
8.8
Expert directory
AlienVault USM
Zendesk
7.5
Subscription-based notifications
AlienVault USM
Zendesk
8.0
ITSM collaboration and documentation
AlienVault USM
Zendesk
7.6
Ticket creation and submission
AlienVault USM
Zendesk
9.2
Ticket response
AlienVault USM
Zendesk
9.0

Self Help Community

AlienVault USM
Zendesk
8.1
External knowledge base
AlienVault USM
Zendesk
8.2
Internal knowledge base
AlienVault USM
Zendesk
7.9

Multi-Channel Help

AlienVault USM
Zendesk
8.2
Customer portal
AlienVault USM
Zendesk
8.4
IVR
AlienVault USM
Zendesk
7.7
Social integration
AlienVault USM
Zendesk
7.7
Email support
AlienVault USM
Zendesk
8.9
Help Desk CRM integration
AlienVault USM
Zendesk
8.3

Pros

  • AlienVault USM Anywhere is easy to deploy with their cloud-based model and deploying the required agents on-prem (or in the cloud) is quick and easy.
  • Custom rules allow for alerting based on content from events and you can even trigger agents in response to threats, shutting down computers or grabbing forensic info for incident response.
  • USM Anywhere also takes care of reporting for ISO and PCI, allowing you to pull reports for auditors at a moment’s notice.
  • With many integrations out-of-the-box, you can pull in all the data from products you use and other sources, such as Amazon CloudWatch Logs.
Matthew White profile photo
  • With Zendesk we are able to have a holistic view of which customers have been attended to. Zendesk's easy to use Inbox feature makes this easy for anyone to join the team and start working in support.
  • The integration with multiple platforms for communication makes this the goto Support Desk tool. We are able to have all our website, social media and email communication come into one location for all support staff to handle and see
  • Zendesk apps and plugins increase usefulness. Being able to add apps to our Zendesk makes it easier for us to do things like measure productivity, conduct surveys and share customer communication on channels like Slack
  • The ability to build your own Knowledgebase and have it on hand when answering customer queries is a life send. This alone is worth the monthly fees. As you can build up a Knowledgebase overtime and link to it on a website or through different communication channels.
Nathan Sichilongo profile photo

Cons

  • Their commercial policy on stored data makes you need to filter out some information before it is stored.
  • Their new agent does not allow you to create local filters, which can easily lead to the overrun of monthly contracted storage limits.
  • It does not allow you to create log analysis plugins. If it were allowed, it would be possible, for example, to create a plugin for analyzing the logs of an application created by your company.
Erlon Sousa Pinheiro profile photo
  • Social media functionality is limited for example with Facebook, you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
  • Duplicate messages are frustrating when the ticket system is open and not assigned. While Zendesk does show all messages in an inbox, you have to constantly refresh the inbox to get the most up to date inbox messages. If there was a way to show when someone is selecting a message (in an open ticket setup), it would make Zendesk 10x better.
Nathan Sichilongo profile photo

Likelihood to Renew

AlienVault USM9.0
Based on 13 answers
It is a great product and has been instrumental to our security posture.
Dana Hancock profile photo
Zendesk10.0
Based on 37 answers
We can't do business without it.
Eric Johnson profile photo

Usability

AlienVault USM7.2
Based on 33 answers
We have been using AlienVault USM Appliance for nearly 3 years. The power and flexibility of the device for IPS and IDS is amazing. We are able to identify threats and stop them before damage can be done.
Randy Kouns profile photo
Zendesk9.0
Based on 13 answers
Super easy to use.
Eric Johnson profile photo

Reliability and Availability

AlienVault USM6.4
Based on 3 answers
No answer on this topic is available.
Zendesk8.6
Based on 13 answers
Downtime does happen. but not that often
Adam McCurdy profile photo

Performance

AlienVault USM7.3
Based on 3 answers
No answer on this topic is available.
Zendesk8.0
Based on 10 answers
Fast interface and never any performance issues.
Joe London profile photo

Support

AlienVault USM7.6
Based on 24 answers
I have a 50/50 rating on this because they have been helpful in one aspect but not in another. They seem to be fairly responsive to requests, but like with my most recent request no solution offered. that is not truly a fair statement, but rather no solution unless I agree to pay additional fee's. From conversations with both our sales rep and another representative they both indicate that we have 3 years of extended support, but the problem reported to them is not covered under our support agreement.
James Ellsworth profile photo
Zendesk10.0
Based on 17 answers
The response speed from their support team could be quicker.
Eric Johnson profile photo

Online Training

AlienVault USM7.3
Based on 3 answers
No answer on this topic is available.
Zendesk7.9
Based on 9 answers
Training was useful and provided us with the resources needed to take our helpdesk to the next level.
Joe London profile photo

Implementation

AlienVault USM7.1
Based on 37 answers
Anything beyond a vanilla deployment will take a lot of effort.
Aaron Rothstein profile photo
Zendesk9.0
Based on 17 answers
It's working exactly as intended.
Eric Johnson profile photo

Alternatives Considered

AlienVault USM works well for any company size. LogRhythm might be too much if your company is not already big, and the same can be said of McAfee Enterprise Security Manager. If this is your first SIEM, it's a really good choice and has nothing to envy from the others I'm comparing it with. I also recommend the cloud version of AlienVault, the USM Anywhere, which the interface is a bit different, but the principles remain the same. Also, the McAfee Enterprise Security Manager has a Flash-based interface, for which Adobe is phasing out. AlienVault USM is HTML5 and can even be used mobile.
Ivan Montilla Miralles profile photo
Zendesk is much cleaner, simpler, and the support staff is faster to respond with actual solutions than the larger solutions. It is also a lot cheaper, both in license cost and in cost to implement. There are also a number of additional support channels (which I am not personally using) which give us a number of options around supporting customers, again very simply and inexpensively.When I have large scale, complex reporting, integration, or reporting needs, Zendesk will probably come up short compared to the other larger players.
Kevin Pearce profile photo

Return on Investment

No answers on this topic
  • Overall Zendesk is a relatively positive software and is easy to use CRM
  • It had again created that communication bridge between customer and agent which is pertinent in running a well-oiled ship.
Kenyata Garner profile photo

Screenshots

Zendesk

Pricing Details

AlienVault USM

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details

AlienVault USM More Information

Zendesk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Zendesk More Information