What users are saying about
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Top Rated
806 Ratings
4 Ratings
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Score 8 out of 100

Zendesk Support Suite

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Top Rated
806 Ratings
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Score 7.9 out of 100

Feature Set Ratings

  • Zendesk Support Suite ranks higher in 1 feature set: Incident and problem management

Incident and problem management

6.4

ChangeGear Service Desk

64%
7.1

Zendesk Support Suite

71%
ChangeGear Service Desk ranks higher in 5/9 features

Organize and prioritize service tickets

6.4
64%
2 Ratings
7.3
73%
87 Ratings

Expert directory

5.0
50%
1 Rating
6.2
62%
55 Ratings

Service restoration

6.0
60%
1 Rating
N/A
0 Ratings

Self-service tools

5.0
50%
2 Ratings
N/A
0 Ratings

Subscription-based notifications

6.9
69%
2 Ratings
6.1
61%
62 Ratings

ITSM collaboration and documentation

7.4
74%
2 Ratings
6.8
68%
58 Ratings

ITSM reports and dashboards

7.9
79%
2 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
8.1
81%
88 Ratings

Ticket response

N/A
0 Ratings
7.9
79%
87 Ratings

ITSM asset management

7.5

ChangeGear Service Desk

75%

Zendesk Support Suite

Feature Set Not Supported
N/A
ChangeGear Service Desk ranks higher in 3/3 features

Configuration mangement

7.4
74%
2 Ratings
N/A
0 Ratings

Asset management dashboard

7.0
70%
1 Rating
N/A
0 Ratings

Policy and contract enforcement

8.0
80%
1 Rating
N/A
0 Ratings

Change management

7.3

ChangeGear Service Desk

73%

Zendesk Support Suite

Feature Set Not Supported
N/A
ChangeGear Service Desk ranks higher in 3/3 features

Change requests repository

8.5
85%
2 Ratings
N/A
0 Ratings

Change calendar

6.9
69%
2 Ratings
N/A
0 Ratings

Service-level management

6.5
65%
2 Ratings
N/A
0 Ratings

Self Help Community

ChangeGear Service Desk

Feature Set Not Supported
N/A
6.9

Zendesk Support Suite

69%
Zendesk Support Suite ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
7.0
70%
75 Ratings

Internal knowledge base

N/A
0 Ratings
6.8
68%
70 Ratings

Multi-Channel Help

ChangeGear Service Desk

Feature Set Not Supported
N/A
6.7

Zendesk Support Suite

67%
Zendesk Support Suite ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
7.0
70%
69 Ratings

IVR

N/A
0 Ratings
5.3
53%
29 Ratings

Social integration

N/A
0 Ratings
6.6
66%
53 Ratings

Email support

N/A
0 Ratings
7.6
76%
84 Ratings

Help Desk CRM integration

N/A
0 Ratings
7.0
70%
63 Ratings

Attribute Ratings

  • ChangeGear Service Desk is rated higher in 1 area: Likelihood to Recommend
  • Zendesk Support Suite is rated higher in 1 area: Usability

Likelihood to Recommend

9.0

ChangeGear Service Desk

90%
2 Ratings
7.2

Zendesk Support Suite

72%
126 Ratings

Likelihood to Renew

ChangeGear Service Desk

N/A
0 Ratings
10.0

Zendesk Support Suite

100%
38 Ratings

Usability

8.0

ChangeGear Service Desk

80%
1 Rating
9.5

Zendesk Support Suite

95%
18 Ratings

Availability

ChangeGear Service Desk

N/A
0 Ratings
8.6

Zendesk Support Suite

86%
26 Ratings

Performance

ChangeGear Service Desk

N/A
0 Ratings
8.0

Zendesk Support Suite

80%
20 Ratings

Support Rating

ChangeGear Service Desk

N/A
0 Ratings
6.9

Zendesk Support Suite

69%
49 Ratings

In-Person Training

ChangeGear Service Desk

N/A
0 Ratings
10.0

Zendesk Support Suite

100%
1 Rating

Online Training

ChangeGear Service Desk

N/A
0 Ratings
7.9

Zendesk Support Suite

79%
9 Ratings

Implementation Rating

ChangeGear Service Desk

N/A
0 Ratings
9.0

Zendesk Support Suite

90%
35 Ratings

Likelihood to Recommend

ChangeGear Service Desk

1. What kind of service-levels are you looking to establish?2. Are there other programs you are going to be using for other aspects of 'the job?'3. How many employees are going to be needing access to ChangeGear?4. Do you want a highly configurable product or something that will come out of the box pre-set?5. Are you looking to keep track of equipment deployed to the customers you support?
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

ChangeGear Service Desk

  • Change Control
  • Ease of Use
  • Simplicity
Anonymous | 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

ChangeGear Service Desk

  • Not sure if this is due to our back end, but ChangeGear Service Desk can sometimes bog down. Speed can always be improved and, while version 6 has been impressive so far, slow downs are still common.
  • Browser compatibility can sometimes be hit or miss. Certain fields would not work on Chrome, so our department has required FireFox. I have not tested 6 on other browsers but hopefully the upgrade has taken care of this.
  • The communications with customers are not easy to sift through. With limited attention spans, seeing a subject line filled with 'gibberish' causes our customers to either delete or leave the message forever unread. Again, not sure if due to our implementation, but I would clean that sort of thing up.
Anonymous | 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

ChangeGear Service Desk

General

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

Starting Price

ChangeGear Service Desk Editions & Modules

On-premise Edition
ChangeGear Service Desk1
ChangeGear Help Desk
ChangeGear Change Management
  1. Per Seat per Month
  2. none
SaaS Edition
ChangeGear Cloud1
  1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
  1. none
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

ChangeGear Service Desk

No score
No answers yet
No answers on this topic

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

ChangeGear Service Desk

ChangeGear Service Desk 8.0
Based on 1 answer
Because it allows me to work in (probably) the most organized way possible. It allows me to collaborate quickly and rather effortlessly with coworkers within my team and other teams in the Technology department. The deduction in rating is due to the issues with speed and browser compatibility. Version 6 has been a revelation but I as always, there's room for improvement.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 9.5
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

ChangeGear Service Desk

No score
No answers yet
No answers on this topic

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

ChangeGear Service Desk

No score
No answers yet
No answers on this topic

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

ChangeGear Service Desk

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 6.9
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

Online Training

ChangeGear Service Desk

No score
No answers yet
No answers on this topic

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

ChangeGear Service Desk

No score
No answers yet
No answers on this topic

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

ChangeGear Service Desk

Simpler and easier to implement.
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

Return on Investment

ChangeGear Service Desk

  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
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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