What users are saying about
713 Ratings
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Top Rated
804 Ratings
713 Ratings
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Score 7.7 out of 100

Zendesk Support Suite

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Top Rated
804 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

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

    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

    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

    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

    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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Emily Mok | TrustRadius Reviewer

    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.
    Matthew Stacks | TrustRadius Reviewer

    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!
    Anonymous | TrustRadius Reviewer

    Cons

    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.
    Christian Holton | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pricing 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
    1. 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
    1. 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.
    Aaron Rothstein | TrustRadius Reviewer

    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.
    Lou Gallo | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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
    Anonymous | TrustRadius Reviewer

    Reliability 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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Chase Sheaffer | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Taylor Wielage | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Kevin Pearce | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Chase Sheaffer | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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
    Anonymous | TrustRadius Reviewer

    Alternatives 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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Adam McCracken | TrustRadius Reviewer

    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?
    Anonymous | TrustRadius Reviewer

    Zendesk 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
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

    Screenshots

    Zendesk Support Suite

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