PRTG Network Monitor vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
PRTG
Score 8.8 out of 10
N/A
PRTG Network Monitor is the flagship offering from German software company Paessler, for monitoring local and wide area networks (LANs & WANs), servers, websites, apps, and more.
$1,750
perpetual license
Zendesk Suite
Score 8.4 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
PRTG Network MonitorZendesk Suite
Editions & Modules
PRTG 500
1,750
perpetual license
PRTG 1,000
3,200
perpetual license
PRTG 2,500
6,500
perpetual license
PRTG 5,000
11,500
perpetual license
PRTG XL 1
15,500
perpetual license
PRTG Enterprise
Custom Pricing
subscription license
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
PRTGZendesk Suite
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
PRTG Network MonitorZendesk Suite
Top Pros
Top Cons
Features
PRTG Network MonitorZendesk Suite
Network Performance Monitoring
Comparison of Network Performance Monitoring features of Product A and Product B
PRTG Network Monitor
8.1
64 Ratings
3% below category average
Zendesk Suite
-
Ratings
Automated network device discovery8.257 Ratings00 Ratings
Network monitoring9.563 Ratings00 Ratings
Baseline threshold calculation7.954 Ratings00 Ratings
Alerts9.064 Ratings00 Ratings
Network capacity planning7.345 Ratings00 Ratings
Packet capture analysis6.733 Ratings00 Ratings
Network mapping7.945 Ratings00 Ratings
Customizable reports7.954 Ratings00 Ratings
Wireless infrastructure monitoring8.146 Ratings00 Ratings
Hardware health monitoring8.961 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
PRTG Network Monitor
-
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
PRTG Network Monitor
-
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
PRTG Network Monitor
-
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 Ratings8.6109 Ratings
Help Desk CRM integration00 Ratings8.379 Ratings
Best Alternatives
PRTG Network MonitorZendesk Suite
Small Businesses
NinjaOne
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Score 9.3 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
PingPlotter
PingPlotter
Score 9.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Nmap
Nmap
Score 9.6 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
PRTG Network MonitorZendesk Suite
Likelihood to Recommend
9.1
(64 ratings)
8.4
(151 ratings)
Likelihood to Renew
9.0
(4 ratings)
10.0
(40 ratings)
Usability
9.3
(4 ratings)
8.0
(24 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
8.0
(18 ratings)
9.0
(29 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
9.0
(1 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
PRTG Network MonitorZendesk Suite
Likelihood to Recommend
Paessler
It is well suited for an environment that deploys networking equipment and is needing monitoring 24/7. It works well to deliver real time data and alerts that are suited for taking action and notifying groups of members. It is less appropriate for use cases that involve only a few devices that don’t have dedicated teams looking for problems or uptime.
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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
Paessler
  • Very, very configurable. You can create all kinds of monitors for all kinds of things. Plus it has loads of suggestions out of the box. It can get complicated but monitoring is complicated. Pretty decent interface and good support - active community.
  • I really liked how easy it was to add alerts by SMS. So easy to setup.
  • I like their sizing models (for purchase). We're actually small enough that we are free. But it's not free as in stripped down - it's free because we don't use many "sensors" and don't honestly have the need.
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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
Paessler
  • Licensing on a per entity basis can be cumbersome for devices which have a ton of monitoring points like network switches\routers. Each sensor may count against a license, which could be a lot of you were monitoring every TX\RX of an SFP for example
  • A better method to easily template\copy monitors across devices
  • The navigation in the web GUI could be a little more straightforward in terms of the hierarchy
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
Paessler
I would renew it because the platform has brought us many technical and economic benefits that make the cost-benefit ratio very good. Additionally, to do so does not require large investments in training, licensing or infrastructure, and at the administration level, extensive knowledge is not required to be able to bear it.
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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
Paessler
The tool is very intuitive to use and it is Windows-based (everybody knows how to use Windows) so it's easy to get into. Every time is setup in a hierarchy so if you have a good initial hierarchy design, it will really reduce administrative effort down the road.
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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
Paessler
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
Paessler
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
Paessler
PRTG does everything we need it to do and more. Ease of use, ease of management and maintenance and clarity of monitoring of hundreds of different types of device and service gives this a large advantage over other products on the market that I have tried. I would definitely recommend it to anyone who needs a network monitoring product in their environment and even to people who don't know they need a solution yet!
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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
Paessler
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
Paessler
It's very important that de project's teams have different member of the TI. We have learned too late the importa of Security Analyst at the design architecture moment. We have to rebuild part of the implementation for made this big mistake.
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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
Paessler
PRTG offers more versatility in monitoring when compared to the other solutions we tested. The other solutions were also limited as far as customization options, which made them less adaptable to our networks. When compared to Auvik, for instance, we prefer PRTG as it offers immediate notifications through the desktop client - not limited to email notifications as with Auvik. We also appreciate the fact that PRTG can be self/on-prem hosted vs Auvik's cloud model. This makes for an easier deployment and less firewall adjustments to allow traffic to cloud-hosted solutions.
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
Paessler
  • The ability to analyze multiple pieces of information in one place, especially with historical data, has saved our IT department time and headaches. It would be so much more difficult to trace an issue without PRTG, just relying on event logs and an open task manager window.
  • The cost is not cheap, so it's an expense that hits the bottom line like everything else. Figure in hardware costs as well, ideally a server outside of your main environment.
  • I keep saying this, but the historical data piece is worth so much. There's really no good way to collect all of that information in one place without something like PRTG. And that definitely saves time and money in the long run.
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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

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