What users are saying about

AlienVault USM<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

328 Ratings

Zendesk<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

Top Rated
412 Ratings

AlienVault USM<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

328 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.9 out of 101

Zendesk<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

Top Rated
412 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
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
8.2
Organize and prioritize service tickets
AlienVault USM
Zendesk
8.9
Expert directory
AlienVault USM
Zendesk
7.3
Subscription-based notifications
AlienVault USM
Zendesk
7.5
ITSM collaboration and documentation
AlienVault USM
Zendesk
7.3
Ticket creation and submission
AlienVault USM
Zendesk
9.3
Ticket response
AlienVault USM
Zendesk
9.1

Self Help Community

AlienVault USM
Zendesk
8.0
External knowledge base
AlienVault USM
Zendesk
8.2
Internal knowledge base
AlienVault USM
Zendesk
7.9

Multi-Channel Help

AlienVault USM
Zendesk
8.1
Customer portal
AlienVault USM
Zendesk
8.2
IVR
AlienVault USM
Zendesk
7.4
Social integration
AlienVault USM
Zendesk
7.7
Email support
AlienVault USM
Zendesk
9.0
Help Desk CRM integration
AlienVault USM
Zendesk
8.3

Pros

  • The SIEM does a good job of correlating network data from multiple sources along with the Data from deployed HIDS
  • The Nmap scan is fast and non-invasive that defines devices on your network.
  • The vulnerability scanning has several options and reports to enable data to be available for compliance purposes.
Clark Crain 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

  • I would like to see an interface that is more menu driven. For example a method that allows me to drag and drop the items I would like in an adhoc report based on local machines that are attempting to connect to sites beyond our network that are blocked by our firewall.
  • I would like to see a more robust connection to our SonicWall, having two devices in the same rack that must be configured independently is some times a pain to fine tune.
  • I would like to see additional help files built that allow users to work with the Alienvault without attending formal training.
Randy Kouns profile photo
  • Advanced automation is lacking. Many functions, such as actions based on the contents of a text field, are not available in the built in automation tools. This is often a surprise to users who consider this basic functionality. Instead, custom scripts must be built to accommodate fairly simple actions.
  • License cost -- many clients complain of higher licensing cost vs. competitors.
Brendan Farrar-Foley 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 have no significant issues with the tool, so given the cost of retooling our processes to adapt to a new tool, it would have to offer a major improvement on Zendesk. Given that Zendesk is a leader in hosted ticket systems, I can't imagine what those major improvements might be that would urge us to switch.
Sean Beckett profile photo

Usability

AlienVault USM7.2
Based on 33 answers
Almost all functions are intuitive, custom logging is not very easy to configure.
Dana Hancock profile photo
Zendesk9.0
Based on 13 answers
This is a great ticket system and provides an easy way to track communication while solving issues. The contacts section needs more to be a full fledge CRM but for support this is a great system. The autoresponder options are very beneficial and can be customized from sending detailed information or simple we have your request responses
Kris Lambert 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
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood profile photo

Performance

AlienVault USM7.3
Based on 3 answers
No answer on this topic is available.
Zendesk8.0
Based on 10 answers
Zendesk will work as fast as your internet will let it. Simple as that.
Colby Wood profile photo

Support

AlienVault USM7.6
Based on 24 answers
I have not had a single issue with the alienvault support staff. Any issue or question that we had, especially in the beginning during the installation phase the support staff was readily available via phone and email to help us. I am very happy with the decision we made to go with alienvault.
Mikhail Suleymanov profile photo
Zendesk10.0
Based on 17 answers
This has been very good overall. Zendesk has an excellent knowledge base which answers most of my questions. I haven't actually used support too much: I submitted a couple of tickets about portal configuration issues and they were dealt with promptly and well.
Taylor Wielage profile photo

Online Training

AlienVault USM7.4
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
We did this ourselves and were very happy with what we got. I feel as though we're using the software to the full potential and are not leaving anything on the table.
Douglas Mauro profile photo

Alternatives Considered

We looked at a number of other products besides AlienVault. Most of them were software packages that had OK reviews, but would have been costly to implement and time-consuming to maintain. AlienVault was an all-in-one appliance, though it comes in a virtual machine that you can run as well. We chose the USM because of our virtualization resources were getting pretty tight at the time we chose AlienVault, and we prefer hardware appliances.
Christopher Taylor profile photo
I've checked out Desk.com, but it doesn't fit our pricing model. I think Zendesk is the best solution and provides the most bang for the buck.
Chris Barretto profile photo

Return on Investment

No answers on this topic
  • Positive Impact: We have more visibility into our customer support process than ever before
  • Positive Impact: Our sales reps are getting more involved in customer success and caring more about their clients post sale
  • Positive Impact: We have been able to integrate internal systems to get rid of data and knowledge silos
Greg Larsen 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