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

Zendesk Support Suite

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Top Rated
692 Ratings
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Score 8.1 out of 100

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

Feature Rating Comparison

Incident and problem management

ChangeGear Service Desk
6.4
Zendesk Support Suite
7.9
Organize and prioritize service tickets
ChangeGear Service Desk
6.4
Zendesk Support Suite
8.1
Expert directory
ChangeGear Service Desk
5.0
Zendesk Support Suite
7.3
Service restoration
ChangeGear Service Desk
6.0
Zendesk Support Suite
Self-service tools
ChangeGear Service Desk
5.0
Zendesk Support Suite
Subscription-based notifications
ChangeGear Service Desk
6.9
Zendesk Support Suite
6.6
ITSM collaboration and documentation
ChangeGear Service Desk
7.4
Zendesk Support Suite
8.1
ITSM reports and dashboards
ChangeGear Service Desk
7.9
Zendesk Support Suite
Ticket creation and submission
ChangeGear Service Desk
Zendesk Support Suite
8.8
Ticket response
ChangeGear Service Desk
Zendesk Support Suite
8.4

ITSM asset management

ChangeGear Service Desk
7.5
Zendesk Support Suite
Configuration mangement
ChangeGear Service Desk
7.4
Zendesk Support Suite
Asset management dashboard
ChangeGear Service Desk
7.0
Zendesk Support Suite
Policy and contract enforcement
ChangeGear Service Desk
8.0
Zendesk Support Suite

Change management

ChangeGear Service Desk
7.3
Zendesk Support Suite
Change requests repository
ChangeGear Service Desk
8.5
Zendesk Support Suite
Change calendar
ChangeGear Service Desk
6.9
Zendesk Support Suite
Service-level management
ChangeGear Service Desk
6.5
Zendesk Support Suite

Self Help Community

ChangeGear Service Desk
Zendesk Support Suite
7.8
External knowledge base
ChangeGear Service Desk
Zendesk Support Suite
7.6
Internal knowledge base
ChangeGear Service Desk
Zendesk Support Suite
7.9

Multi-Channel Help

ChangeGear Service Desk
Zendesk Support Suite
7.8
Customer portal
ChangeGear Service Desk
Zendesk Support Suite
7.6
IVR
ChangeGear Service Desk
Zendesk Support Suite
7.2
Social integration
ChangeGear Service Desk
Zendesk Support Suite
7.8
Email support
ChangeGear Service Desk
Zendesk Support Suite
8.4
Help Desk CRM integration
ChangeGear Service Desk
Zendesk Support Suite
8.1

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

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 8.9
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 6.3
Based on 53 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

Pricing Details

ChangeGear Service Desk

General

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

ChangeGear Service Desk Editions & Modules

On-premise Edition
ChangeGear Service Desk1
ChangeGear Help Desk
ChangeGear Change Management
  1. Per Seat per Month
SaaS Edition
ChangeGear Cloud1
  1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
    Additional Pricing Details

    Zendesk Support Suite

    General

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

    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

    Rating Summary

    Likelihood to Recommend

    ChangeGear Service Desk
    9.0
    Zendesk Support Suite
    7.6

    Likelihood to Renew

    ChangeGear Service Desk
    Zendesk Support Suite
    10.0

    Usability

    ChangeGear Service Desk
    8.0
    Zendesk Support Suite
    8.9

    Reliability and Availability

    ChangeGear Service Desk
    Zendesk Support Suite
    8.6

    Performance

    ChangeGear Service Desk
    Zendesk Support Suite
    8.0

    Support Rating

    ChangeGear Service Desk
    Zendesk Support Suite
    6.3

    In-Person Training

    ChangeGear Service Desk
    Zendesk Support Suite
    10.0

    Online Training

    ChangeGear Service Desk
    Zendesk Support Suite
    7.9

    Implementation Rating

    ChangeGear Service Desk
    Zendesk Support Suite
    9.0

    Add comparison