Pulseway vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Pulseway
Score 8.9 out of 10
Mid-Size Companies (51-1,000 employees)
Pulseway is an IT monitoring and management solution that enables users to monitor, manage and control all systems and servers from a smartphone, tablet or browser. For system administrators, Pulseway sends a notification, so they can see an issue and sort it in seconds. Pulseway features: Automation: Auto-remediation workflows, so that IT issues are fixed before users even notice them. Mobile Access: Customers can monitor, manage, connect with…
$0.80
per month per installation
Zendesk Suite
Score 8.2 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
PulsewayZendesk Suite
Editions & Modules
Enterprise
$0.80
per month per installation
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
PulsewayZendesk Suite
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsNo hidden fees or contracts. Term-based discounts.
More Pricing Information
Features
PulsewayZendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Pulseway
-
Ratings
Zendesk Suite
8.1
109 Ratings
3% above category average
Organize and prioritize service tickets00 Ratings8.4108 Ratings
Expert directory00 Ratings7.268 Ratings
Subscription-based notifications00 Ratings7.374 Ratings
ITSM collaboration and documentation00 Ratings7.970 Ratings
Ticket creation and submission00 Ratings9.1109 Ratings
Ticket response00 Ratings8.8108 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Pulseway
-
Ratings
Zendesk Suite
7.9
97 Ratings
2% above category average
External knowledge base00 Ratings7.893 Ratings
Internal knowledge base00 Ratings8.088 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Pulseway
-
Ratings
Zendesk Suite
7.9
107 Ratings
3% above category average
Customer portal00 Ratings7.484 Ratings
IVR00 Ratings7.835 Ratings
Social integration00 Ratings7.366 Ratings
Email support00 Ratings8.5105 Ratings
Help Desk CRM integration00 Ratings8.579 Ratings
Best Alternatives
PulsewayZendesk Suite
Small Businesses
NinjaOne
NinjaOne
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Intermapper
Intermapper
Score 8.6 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Cisco Prime LAN Management (discontinued)
Cisco Prime LAN Management (discontinued)
Score 7.6 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
PulsewayZendesk Suite
Likelihood to Recommend
8.0
(12 ratings)
8.3
(147 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(40 ratings)
Usability
10.0
(2 ratings)
6.9
(20 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
9.6
(2 ratings)
9.0
(29 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
PulsewayZendesk Suite
Likelihood to Recommend
Pulseway
If you have to manage a large number of computers, especially spread over multiple clients or a large physical area. This is one of the main products that allows us to act as a Managed Service Provider (MSP) and actually manage our clients devices and not just react to issues as clients call them in. Clients really love the proactive approach it allows us to take.
Read full review
Zendesk
The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list. Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles. Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software. A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.
Read full review
Pros
Pulseway
  • It monitors computers and notifies us of any issues with any computer.
  • It allows remote control of computers, such as requesting a computer to reboot itself.
  • It is very highly configurable to monitor exactly what we need to monitor. For example, on server, we can have it notify us any time the server is shutdown or rebooted. On the other hand, for a desktop computer, we don't have to be bothered with notifications when a user decides to reboot his computer.
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
Pulseway
  • It would be nice if they increased their scope of supported third-party apps.
  • It would be great if they would create an ios app for their ticket system.
  • If they could possibly build in a location service for tracking devices, that would be helpful.
  • If they had two-factor authentication, it would be nice.
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.
Read full review
Likelihood to Renew
Pulseway
No answers on this topic
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.
Read full review
Usability
Pulseway
Pulseway is very user friendly. The system is labeled in terms and grouped together by function so that anyone can understand and locate the functions that they need. We use this system to monitor a file server that we have that can have an unstable power supply. This allows us to easily see that the system is offline and get it back to operational with minimal downtime.
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
Pulseway
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
Pulseway
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
Pulseway
I haven't really needed much support for Pulseway, so I can't really say a whole lot about their support. Pulseway has been pretty much trouble-free for us. There are regular updates and new features. The updates never seem to break anything or cause problems. It just works.
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
Pulseway
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
Pulseway
No answers on this topic
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
Pulseway
Pulseway has the most features, the best looking app with the best design and better usability than any others we evaluated. We liked the uniformity of the app design across all platforms (Windows, Android, Apple) and the notifications displayed on each platform. The price was a major contributor to our selection of Pulseway compared to the competition.
Read full review
Zendesk
Although a bit pricey, it does the job well. We are happy with the results it provides; our team is also quite satisfied on how easy it is to use, login and start working. Compared to the other two we have tried, Zendesk takes the cake. It makes Customer Management much easier, more efficient, and more effective.
Read full review
Return on Investment
Pulseway
  • Problems can be dealt with more rapidly because I have access to systems from anywhere. I don't have to carry a computer with me nor do I have to find a location with potentially non-secure wifi to gain access to my systems.
  • I can handle 99% of my system admin tasks using Pulseway and never have to touch a system or connect to the console.
  • Pulseway gives so much control over a system that I don't need to spend extra money on other software to perform management tasks.
Read full review
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
Read full review
ScreenShots

Pulseway Screenshots

Screenshot of Cross-device functionalityScreenshot of Auto-Remediate IT IssuesScreenshot of Visibility Across the Entire NetworkScreenshot of Remote Control to Any SystemScreenshot of Systems and Application patchingScreenshot of Detailed Custom Report

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