What users are saying about
Top Rated
855 Ratings
71 Ratings
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Score 7.8 out of 100
Top Rated
855 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

    Incident and problem management

    N-able N-central

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.0
    70%
    88 Ratings

    Expert directory

    N/A
    0 Ratings
    5.7
    57%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    5.7
    57%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.1
    61%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    7.8
    78%
    89 Ratings

    Ticket response

    N/A
    0 Ratings
    7.6
    76%
    88 Ratings

    Self Help Community

    N-able N-central

    Feature Set Not Supported
    N/A
    6.4

    Zendesk Support Suite

    64%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.5
    65%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.3
    63%
    70 Ratings

    Multi-Channel Help

    N-able N-central

    Feature Set Not Supported
    N/A
    6.3

    Zendesk Support Suite

    63%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    6.4
    64%
    69 Ratings

    IVR

    N/A
    0 Ratings
    4.8
    48%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.4
    64%
    54 Ratings

    Email support

    N/A
    0 Ratings
    7.2
    72%
    85 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    6.7
    67%
    64 Ratings

    Attribute Ratings

    • N-able N-central is rated higher in 1 area: Support Rating
    • Zendesk Support Suite is rated higher in 3 areas: Likelihood to Renew, Usability, Implementation Rating
    • N-able N-central and Zendesk Support Suite are tied in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    6.9

    N-able N-central

    69%
    21 Ratings
    6.9

    Zendesk Support Suite

    69%
    127 Ratings

    Likelihood to Renew

    9.1

    N-able N-central

    91%
    2 Ratings
    10.0

    Zendesk Support Suite

    100%
    39 Ratings

    Usability

    9.1

    N-able N-central

    91%
    3 Ratings
    9.9

    Zendesk Support Suite

    99%
    19 Ratings

    Availability

    N-able N-central

    N/A
    0 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    N-able N-central

    N/A
    0 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    8.8

    N-able N-central

    88%
    14 Ratings
    8.3

    Zendesk Support Suite

    83%
    49 Ratings

    In-Person Training

    N-able N-central

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    N-able N-central

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    8.4

    N-able N-central

    84%
    4 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Configurability

    N-able N-central

    N/A
    0 Ratings
    9.3

    Zendesk Support Suite

    93%
    3 Ratings

    Likelihood to Recommend

    N-able

    N-able N-central is highly suitable for IT Admins within large organizations that need oversight of all it equipment. Ideal for managing organizations that need inventory and management of more than 10 IT devices. Highly inappropriate for smaller scale companies that mange less than 10 PCs
    Read full review

    Zendesk

    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.
    Read full review

    Pros

    N-able

    • Remote tasks - entry-level techs can run basic tasks without physically touching a piece of equipment.
    • Remote support - remote controlling user devices is easy and saves a lot of time with having to initiate a remote session.
    • Management of devices, particularly patch management and anti-virus management - you can automatically approve and deploy patches and schedule automatic AV scans.
    Read full review

    Zendesk

    • 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!
    Read full review

    Cons

    N-able

    • Expensive software
    • The support team are terrible
    • Sales team will promise the world to get you over the line
    • Subscription management is tedious
    • Old software with very little development and the support team will not provide any further information on this - no roadmap
    • Integrations galore - but none of them are effective
    Read full review

    Zendesk

    • 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.
    Read full review

    Pricing Details

    N-able N-central

    Starting Price

    Editions & Modules

    N-able N-central editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Zendesk Support Suite

      Starting Price

      $19 per agent/month billed annually

      Editions & Modules

      Zendesk Support Suite editions and modules pricing
      EditionModules
      Suite Team$49.001
      Suite Growth$79.002
      Suite Professional$99.003
      Suite Enterprise$150.004
      Additional Enterprise-Ready Plans, starting at...$215.005
      Support Team (Foundational Support Only)$19.006

      Footnotes

      1. per agent/month billed annually
      2. per agent/month billed annually
      3. per agent/month billed annually
      4. per agent/month billed annually
      5. per agent/month billed annually
      6. per agent/month billed annually

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Likelihood to Renew

      N-able

      Overall we have liked our solar winds experience, however, as our company has grown to support larger enterprises, this product does not have the functionality that our teams need in order to fully support them. The lack of granularity with backups and lack of ability to support nutanix environments is slowly drawing us into the use of other tools.
      Read full review

      Zendesk

      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.
      Read full review

      Usability

      N-able

      The user interface is fairly straight forward, with logic groupings for objects. I did not deploy this software, but am one of the daily administrators. Once you get the correct agent package (Which can be a challenge) the integration into AD is not bad. The UI could be more customized, but that may have been a design choice.
      Read full review

      Zendesk

      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
      Read full review

      Reliability and Availability

      N-able

      No answers on this topic

      Zendesk

      In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
      Read full review

      Performance

      N-able

      No answers on this topic

      Zendesk

      There has been minor performance degradation on a very few days out of the two years I have been using the product.
      Read full review

      Support Rating

      N-able

      For the most part, support has been good, but often we need to reach out to our account manager to ask that cases be escalated. First level support can often be frustrating to work with. There are particular support engineers that we know we won't get good service from when they are assigned to cases. The level of support offered did become worse when the company was sold to SolarWinds.
      Read full review

      Zendesk

      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.
      Read full review

      Online Training

      N-able

      No answers on this topic

      Zendesk

      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.
      Read full review

      Implementation Rating

      N-able

      Make sure if you your using a vm you follow the instructions for provisioning to the letter or it will be starting from square one
      Read full review

      Zendesk

      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
      Read full review

      Alternatives Considered

      N-able

      N-Central has automation manager, which allows you to automate multiple tasks, thereby saving time and effort through Automated patching. AV and Backups are built into the system, and can be deployed by checking a box. It's easy to update and keep secure. File transfer and remote controls are great and make easy work from off-site.
      Read full review

      Zendesk

      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.
      Read full review

      Return on Investment

      N-able

      • Reduced time to manage and support servers and endpoints.
      • Provides support dept with more accurate information to assess and resolve issues quicker and more efficiently.
      • The subscription cost associated with N-central, to our clients has a good profit margin for us.
      Read full review

      Zendesk

      • 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.
      Read full review

      Screenshots

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