N-able N-central vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
N-able N-central
Score 7.6 out of 10
N/A
MSPs and IT professionals use N-able™ N-central® to monitor and manage devices and complex networks remotely. N-central provides visibility and efficiency as the user's needs scale. N-central can help users: 1. Proactively monitor everything on a customer network—not just servers and workstations—and troubleshoot. 2. Stay on top of threats with features like MFA, antivirus, integrated endpoint detection and response, data backup, disk encryption, email protection,…N/A
Zendesk Suite
Score 8.3 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
N-able N-centralZendesk Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
N-able N-centralZendesk Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
N-able N-centralZendesk Suite
Monitoring Tasks
Comparison of Monitoring Tasks features of Product A and Product B
N-able N-central
5.9
3 Ratings
18% below category average
Zendesk Suite
-
Ratings
Remote monitoring5.43 Ratings00 Ratings
Network device monitoring4.93 Ratings00 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
N-able N-central
6.0
4 Ratings
15% below category average
Zendesk Suite
-
Ratings
Patch Management6.04 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
N-able N-central
-
Ratings
Zendesk Suite
8.3
113 Ratings
6% above category average
Organize and prioritize service tickets00 Ratings8.7112 Ratings
Expert directory00 Ratings7.469 Ratings
Subscription-based notifications00 Ratings7.475 Ratings
ITSM collaboration and documentation00 Ratings8.271 Ratings
Ticket creation and submission00 Ratings9.3113 Ratings
Ticket response00 Ratings9.0112 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
N-able N-central
-
Ratings
Zendesk Suite
8.1
100 Ratings
6% above category average
External knowledge base00 Ratings8.196 Ratings
Internal knowledge base00 Ratings8.289 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
N-able N-central
-
Ratings
Zendesk Suite
7.9
111 Ratings
5% above category average
Customer portal00 Ratings7.685 Ratings
IVR00 Ratings7.937 Ratings
Social integration00 Ratings7.067 Ratings
Email support00 Ratings8.5109 Ratings
Help Desk CRM integration00 Ratings8.379 Ratings
Best Alternatives
N-able N-centralZendesk Suite
Small Businesses
Panda Systems Management
Panda Systems Management
Score 9.4 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
NinjaOne
NinjaOne
Score 9.3 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises

No answers on this topic

Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
N-able N-centralZendesk Suite
Likelihood to Recommend
4.4
(22 ratings)
8.4
(151 ratings)
Likelihood to Renew
9.1
(2 ratings)
10.0
(40 ratings)
Usability
2.0
(4 ratings)
8.0
(24 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
1.0
(8 ratings)
9.0
(29 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
8.4
(2 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
N-able N-centralZendesk Suite
Likelihood to Recommend
N-able
In my opinion, N-able N-central is a good "learn your lesson and move onto something better" tool. I've used many RMM tools over the years and I feel that this one is slow, does a terrible job with reporting, alerting, monitoring, software deployments, etc. The ability to turn on services like AV, backup, etc easily is cute, but you're not going to be able to use your own tools with this easily. In my experience, if you do turn those tools on for testing during the trial, you'll be charged later (despite it being a trial). They also turn off your ability to monitor these increased costs or to turn them off yourself. As a company, I found that they were impossible to work with. The sales team is right there if you want to buy something - but if you need anything other than to buy something, in my experience, they take days or weeks to navigate. I found that they are not a terribly ethical company and are more concerned with making a few dollars than creating a partnerships with MSPs. I can see value is in the advertised price of $99 for a hundred endpoints. However, you need to remember to not trial any other tools (like AV, backup, etc).
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Zendesk
Inbound messaging it is top notch, it does it well and couldn't imagine anyone's program doing it better. Like I said before been using ZenDesk for over 7 years and absolutely love it. We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager. For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions
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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
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
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
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
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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.
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Zendesk
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
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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.
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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
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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.
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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
Every time we have reached out to SolarWinds they are quick to respond, even offering support chat 24/7. Their support team is great and works with you to find solutions to issues. They have taken items we had issues with before and used those to create updates so that the issue is handled better in the future.
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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.
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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.
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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
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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
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Alternatives Considered
N-able
Our version of SolarWinds was old and running on old hardware, but it was way easier to setup and do things with. It did not do everything N-able does such as patch management, or at least we didn't have a module to do so if one existed. However it definitely seemed easier to use and possibly more stable.
Read full review
Zendesk
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product. The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.
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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.
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Zendesk
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
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ScreenShots

N-able N-central Screenshots

Screenshot of N-able N-central DashboardScreenshot of Remote desktop access with Take Control

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations