What users are saying about
713 Ratings
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Based on 713 reviews and ratings
Zendesk Support Suite
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Top Rated
804 Ratings
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Based on 804 reviews and ratings
Feature Set Ratings
Security Information and Event Management (SIEM)

6.6
AlienVault USM
66%

Zendesk Support Suite
Feature Set Not Supported
N/A
AlienVault USM ranks higher in 7/7 features
AlienVault USM ranks higher in 7/7 features
Centralized event and log data collection

6.8
68%
5 Ratings

N/A
0 Ratings
Correlation

7.1
71%
5 Ratings

N/A
0 Ratings
Event and log normalization/management

6.7
67%
7 Ratings

N/A
0 Ratings
Deployment flexibility

6.0
60%
5 Ratings

N/A
0 Ratings
Integration with Identity and Access Management Tools

6.6
66%
3 Ratings

N/A
0 Ratings
Custom dashboards and workspaces

6.1
61%
7 Ratings

N/A
0 Ratings
Host and network-based intrusion detection

6.7
67%
4 Ratings

N/A
0 Ratings
Incident and problem management

AlienVault USM
Feature Set Not Supported
N/A

7.4
Zendesk Support Suite
74%
Zendesk Support Suite ranks higher in 6/6 features
Zendesk Support Suite ranks higher in 6/6 features
Organize and prioritize service tickets

N/A
0 Ratings

7.5
75%
86 Ratings
Expert directory

N/A
0 Ratings

6.5
65%
54 Ratings
Subscription-based notifications

N/A
0 Ratings

6.4
64%
61 Ratings
ITSM collaboration and documentation

N/A
0 Ratings

7.2
72%
57 Ratings
Ticket creation and submission

N/A
0 Ratings

8.4
84%
87 Ratings
Ticket response

N/A
0 Ratings

8.2
82%
86 Ratings
Self Help Community

AlienVault USM
Feature Set Not Supported
N/A

7.2
Zendesk Support Suite
72%
Zendesk Support Suite ranks higher in 2/2 features
Zendesk Support Suite ranks higher in 2/2 features
External knowledge base

N/A
0 Ratings

7.3
73%
74 Ratings
Internal knowledge base

N/A
0 Ratings

7.1
71%
69 Ratings
Multi-Channel Help

AlienVault USM
Feature Set Not Supported
N/A

7.0
Zendesk Support Suite
70%
Zendesk Support Suite ranks higher in 5/5 features
Zendesk Support Suite ranks higher in 5/5 features
Customer portal

N/A
0 Ratings

7.3
73%
68 Ratings
IVR

N/A
0 Ratings

5.8
58%
28 Ratings
Social integration

N/A
0 Ratings

6.9
69%
52 Ratings
Email support

N/A
0 Ratings

7.9
79%
83 Ratings
Help Desk CRM integration

N/A
0 Ratings

7.4
74%
62 Ratings
Attribute Ratings
- AlienVault USM is rated higher in 3 areas: Likelihood to Recommend, Support Rating, Online Training
- Zendesk Support Suite is rated higher in 6 areas: Likelihood to Renew, Usability, Availability, Performance, In-Person Training, Implementation Rating
Likelihood to Recommend

8.0
AlienVault USM
80%
389 Ratings

7.4
Zendesk Support Suite
74%
125 Ratings
Likelihood to Renew

7.1
AlienVault USM
71%
19 Ratings

10.0
Zendesk Support Suite
100%
38 Ratings
Usability

6.7
AlienVault USM
67%
35 Ratings

9.4
Zendesk Support Suite
94%
18 Ratings
Availability

6.4
AlienVault USM
64%
6 Ratings

8.6
Zendesk Support Suite
86%
26 Ratings
Performance

7.3
AlienVault USM
73%
6 Ratings

8.0
Zendesk Support Suite
80%
20 Ratings
Support Rating

7.3
AlienVault USM
73%
51 Ratings

6.5
Zendesk Support Suite
65%
49 Ratings
In-Person Training

4.5
AlienVault USM
45%
1 Rating

10.0
Zendesk Support Suite
100%
1 Rating
Online Training

8.3
AlienVault USM
83%
6 Ratings

7.9
Zendesk Support Suite
79%
9 Ratings
Implementation Rating

6.4
AlienVault USM
64%
76 Ratings

9.0
Zendesk Support Suite
90%
35 Ratings
Product Scalability

6.3
AlienVault USM
63%
3 Ratings

Zendesk Support Suite
N/A
0 Ratings
Likelihood to Recommend
AlienVault USM
At this point I'm saying a 4. While the marketing material make it appear to be easy to use and it was relatively easy to set up, as previously mentioned, each event description is based upon the individual asset making it nearly impossible for the administrator to be a SME for each asset. For example, if one of the assets reporting is a router, the administrator monitoring alerts would need to know what the various events are that can be triggered as an event for the particular router; however, if the asset is a workstation, the administrator would need to know the various events that are triggered for workstations.

Verified User
Manager in Other
Legal Services Company, 501-1000 employeesZendesk Support Suite
Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Senior Project Manager
BNY MellonFinancial Services, 10,001+ employees
Pros
AlienVault USM
- AlienVault USM is simple and easy to deploy. Sensors can be deployed in as little as 15 minutes through the setup wizard.
- The USM UI is easy to understand. I've trained multiple analysts who are able to perform their duties on their first day, in part because of USM Anywhere's ease of use.
- Top-notch built-in compliance templates and reporting features.
Tier II SOC Analyst
Rendition Infosec LLCInformation Technology & Services, 11-50 employees
Zendesk Support Suite
- Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
- Zendesk makes it easy for users to indicate if they are available to respond or not.
- Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!

Verified User
Manager in Social Media
Non-profit Organization Management Company, 201-500 employeesCons
AlienVault USM
- Personally, I've wished I could purchase a service that would configure AV for my environment. I get a lot of traffic on a daily basis and I almost need to hire an analyst that just works on AV.
- Some of the filters when looking for a specific alert aren't that easy to use.
System Administrator
Enthought, Inc.Computer Software, 51-200 employees
Zendesk Support Suite
- Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
- Provide a way for Suspended tickets (created by emails from non-users) to be better managed
- Set a timer for tickets to reopen on a more individual ticket basis.

Verified User
Employee in Customer Service
Information Technology and Services Company, 51-200 employeesPricing Details
AlienVault USM
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
$1,075 per month
AlienVault USM Editions & Modules
Edition
Essentials | $1,0751 |
---|---|
Standard | $1,6951 |
Premium | $2,5951 |
- per month
Additional Pricing Details
—Zendesk Support Suite
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
$19 per agent/month billed annually
Zendesk Support Suite Editions & Modules
Edition
Suite Team | $49.001 |
---|---|
Suite Growth | $79.001 |
Suite Professional | $99.001 |
Suite Enterprise | $150.001 |
Additional Enterprise-Ready Plans, starting at... | $215.001 |
Support Team (Foundational Support Only) | $19.001 |
- per agent/month billed annually
Additional Pricing Details
—Likelihood to Renew
AlienVault USM
AlienVault USM 7.1
Based on 19 answers
The centralized logging and retention for PCI compliance was our main driver, and it is meeting that need. Otherwise there has been enough frustration with the lack of documentation and the need to customize through the CLI that I would be open to alternatives.
IT Systems Architect
ROTHSTEIN.ioRestaurants, 5001-10,000 employees
Zendesk Support Suite
Zendesk Support Suite 10.0
Based on 38 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Team Member
Onshape Inc.Computer Software, 51-200 employees
Usability
AlienVault USM
AlienVault USM 6.7
Based on 35 answers
Once you are able to navigate the different panels, finding what you need is quite easily. Before getting used it it can be a bit of challenge .Each panel is quite well laid out and the filtering search capabilities are quite strong.

Verified User
Engineer in Information Technology
Government Administration Company, 201-500 employeesZendesk Support Suite
Zendesk Support Suite 9.4
Based on 18 answers
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employeesReliability and Availability
AlienVault USM
AlienVault USM 6.4
Based on 6 answers
We do have issues with maintenance on the AlienVault USM as the disk fills up from time to time with other data sources. Sources for scanning logs and net flow data isn't calculated in regular disk maintenance and can easily fill up our disk if we do not keep an eye on it with some custom Nagios plugins. The system does properly trim logging data from logging sources properly.

Verified User
Engineer in Information Technology
Information Technology and Services Company, 201-500 employeesZendesk Support Suite
Zendesk Support Suite 8.6
Based on 26 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Performance
AlienVault USM
AlienVault USM 7.3
Based on 6 answers
With the latest release of AlienVault USM overall performance has not been an issue. We have noticed single source events per second does not scale well with the overall system. 2,000eps on a vmware system with a single source produces delays of up to an hour for us. Pages, reporting and even raw log searches are rather quick though.

Verified User
Engineer in Information Technology
Information Technology and Services Company, 201-500 employeesZendesk Support Suite
Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
CFO/Director of Application Development
New Horizon Software Technologies, Inc.Computer Software, 1-10 employees
Support Rating
AlienVault USM
AlienVault USM 7.3
Based on 51 answers
The support we received from alienvault was excellent. They went above and beyond in making sure everything was working as it needed to be. They REALLY want their product implementation to be a success and our security goals be achieved. They are like a member of our security team.

Verified User
Project Manager in Information Technology
Higher Education Company, 201-500 employeesZendesk Support Suite
Zendesk Support Suite 6.5
Based on 49 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Director of support and services
HyporiComputer & Network Security, 11-50 employees
In-Person Training
AlienVault USM
AlienVault USM 4.5
Based on 1 answer
I did not have any experience with "in person" training directly. The free online classes offered for a half a day are based on the actual training offered. These little teasers are very good and well worth your time to learn a few quick and dirty ways of getting more information from your SIEM

Verified User
Engineer in Information Technology
Information Technology and Services Company, 201-500 employeesZendesk Support Suite
Zendesk Support Suite 10.0
Based on 1 answer
No answer on this topic is available.
Online Training
AlienVault USM
AlienVault USM 8.3
Based on 6 answers
It was very well organized and helpful in using the product to the fullest extent. The instructor allowed time for folks who were involved with managed services to receive tuning tips in order to better support their customers. In addition, the course materials were automatically updated when the new version came out.

Verified User
Director in Information Technology
Higher Education Company, 501-1000 employeesZendesk Support Suite
Zendesk Support Suite 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Implementation Rating
AlienVault USM
AlienVault USM 6.4
Based on 76 answers
AlienVault USM was a very simple to implement and get up and running. We started with a trial version and had that up and going within an hour of receiving email instructions from the sales engineer. We never had to contact support to get the system up and going. It was extremely easy to convert over to a full license once we started with a paid version.

Verified User
Supervisor in Information Technology
Utilities Company, 51-200 employeesZendesk Support Suite
Zendesk Support Suite 9.0
Based on 35 answers
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

Verified User
Director in Customer Service
Computer Software Company, 201-500 employeesAlternatives Considered
AlienVault USM
Splunk's ES is a paid add-on on top of an already pricey product. Finding a MSSP that supports Splunk and isn't a 6 figure annual commitment seems unlikely. LogRhythm did not have a cloud-based solution when we were considering SIEMs. Fantastic product though and have a good MSSP base.Devo did not have a MSSP partner base when we looked. Their product is fantastic too.AlienVault USM has good partners to choose from as well as an affordable cloud model, that's why we chose it.

Verified User
Director in Information Technology
Staffing and Recruiting Company, 51-200 employeesZendesk Support Suite
I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
Vice President, e-Commerce
JS Products, Inc.Consumer Goods, 51-200 employees
Scalability
AlienVault USM
AlienVault USM 6.3
Based on 3 answers
The AlienVault USM is not very scalable. Some scalability can be achieved by installing additional sensors, but this only offers 500eps per sensor and is still overall limited by the installation type of VM or physical. We have also noticed the EPS (events per second) is rated overall and not towards a single source. A single source on a very healthy VMware partition tops out at 2,000eps for us, no matter how we configure it. Maybe this is a problem of the 5.2 release?

Verified User
Engineer in Information Technology
Information Technology and Services Company, 201-500 employeesZendesk Support Suite
No score
No answers yet
No answers on this topic
Return on Investment
AlienVault USM
- Compliance
- Threat detection
- Easy asset management
- Save on vulnerability scanning

Verified User
Employee in Engineering
Security & Investigations Company, 11-50 employeesZendesk Support Suite
- The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
- Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
- Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Database Administrator
The Blake SchoolPrimary/Secondary Education, 201-500 employees