Snow License Manager vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Snow License Manager
Score 9.0 out of 10
N/A
Snow License Manager enables organizations to gain an accurate view of software usage and entitlements. Organizations can then dynamically reconcile these findings against license entitlements to optimize their IT environments and be audit-ready. HOW IT WORKS Snow License Manager is the central hub for the Snow Software Asset Management platform, providing a unified view of installed software, SaaS, cloud resources and hardware. With Snow License Manager, usage data is…N/A
Zendesk Suite
Score 8.7 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
$69
per month per agent
Pricing
Snow License ManagerZendesk Suite
Editions & Modules
No answers on this topic
Suite Team
$69
per month per agent
Suite Growth
$115
per month per agent
Suite Professional
$149
per month per agent
Suite Enterprise
Contact Sales
Offerings
Pricing Offerings
Snow License ManagerZendesk Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details20% discount available with annual pricing.
More Pricing Information
Community Pulse
Snow License ManagerZendesk Suite
Features
Snow License ManagerZendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Snow License Manager
-
Ratings
Zendesk Suite
8.8
160 Ratings
7% above category average
Organize and prioritize service tickets00 Ratings9.2159 Ratings
Expert directory00 Ratings8.1108 Ratings
Subscription-based notifications00 Ratings8.3111 Ratings
ITSM collaboration and documentation00 Ratings8.4110 Ratings
Ticket creation and submission00 Ratings9.3159 Ratings
Ticket response00 Ratings9.2158 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Snow License Manager
-
Ratings
Zendesk Suite
8.5
145 Ratings
6% above category average
External knowledge base00 Ratings8.4139 Ratings
Internal knowledge base00 Ratings8.5132 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Snow License Manager
-
Ratings
Zendesk Suite
8.6
155 Ratings
8% above category average
Customer portal00 Ratings8.8126 Ratings
IVR00 Ratings8.562 Ratings
Social integration00 Ratings7.9102 Ratings
Email support00 Ratings9.2152 Ratings
Help Desk CRM integration00 Ratings8.8117 Ratings
Best Alternatives
Snow License ManagerZendesk Suite
Small Businesses

No answers on this topic

Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Lansweeper
Lansweeper
Score 8.4 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SymphonyAI IT Service Management
SymphonyAI IT Service Management
Score 9.1 out of 10
SysAid
SysAid
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Snow License ManagerZendesk Suite
Likelihood to Recommend
8.6
(19 ratings)
9.0
(198 ratings)
Likelihood to Renew
8.3
(2 ratings)
10.0
(43 ratings)
Usability
7.8
(18 ratings)
8.7
(71 ratings)
Availability
9.1
(1 ratings)
9.1
(14 ratings)
Performance
9.1
(1 ratings)
9.1
(11 ratings)
Support Rating
7.3
(2 ratings)
6.0
(31 ratings)
In-Person Training
9.1
(1 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
6.4
(10 ratings)
Implementation Rating
9.1
(1 ratings)
9.1
(19 ratings)
Configurability
9.1
(1 ratings)
9.1
(4 ratings)
Contract Terms and Pricing Model
9.1
(1 ratings)
9.1
(1 ratings)
Ease of integration
8.2
(16 ratings)
9.1
(1 ratings)
Product Scalability
9.1
(1 ratings)
9.1
(1 ratings)
Professional Services
9.1
(1 ratings)
9.1
(1 ratings)
Vendor post-sale
9.1
(1 ratings)
9.1
(1 ratings)
Vendor pre-sale
9.1
(1 ratings)
9.1
(1 ratings)
User Testimonials
Snow License ManagerZendesk Suite
Likelihood to Recommend
Flexera
I have said at a number of events that I have attended, where other suppliers have shown their latest and greatest new thing, it is the fundamentals that need to work, and need to work well, and this is what Snow License Manager does. It does not take a team of 100 staff to get the tool working or to keep the tool functioning, it works and is stable out of the box. We have learnt that putting the right processes in at the start means that Snow License Manager can do what it has been designed to do and what we have paid for it to do. Audits from vendors now days are relatively simple actions, with the Snow License Manager doing it's job we can quickly run a report and know exactly what our position is and then act accordingly, quick, simple and accurate data at your finger tips, as long as you put the work in to enter the license details etc. If Snow License Manager could invent a robot to go around the business and find all these bits of paper for us then that would be perfect.
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Zendesk
One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.
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Pros
Flexera
  • SLM finds installations of software reliably.
  • SLM determines the usage of applications, web apps, and the users who employ them.
  • SLM Reports help management determine current and future application usage.
  • SLM notifies when forbidden programs are installed.
  • SLM provides complete license management.
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Zendesk
  • UI/UX; mature macros and automations, slick and well thought out UI.
  • Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
  • Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.
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Cons
Flexera
  • Recognition of licensed plugins running in another application's executable is missing
  • There is inconsistent use of Wildcards like "%" across search fields in the SLM and SMACC
  • The search "filter" called "Also include not installed/used" is necessary to see not installed/used applications.
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Zendesk
  • The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
  • When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
  • You can't download the charts in the reports, they come down as tables and then you have to make your own charts.
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Likelihood to Renew
Flexera
Snow License Manager is an integrated part of our Licensing Compliance software solution. It does help us manage current license needs and actual license usage, as well as inventory shadow IT usage. The nice side effect of being able to see hardware specifications and keeping track of hardware usage by users is a bonus!
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Zendesk
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
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Usability
Flexera
We currently have the on-premise solution, which is very good indeed. If we were starting working with Snow now, we'd probably select the Atlas (SaaS) managed platform. This would reduce/remove work required to keep the Snow servers up-to-date with Windows and software updates.
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Zendesk
Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.
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Reliability and Availability
Flexera
Never had issues in this area. Always up and running
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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
Flexera
It took some growing pains and SNOW fixed performance issues for their product, but never had any issue with it
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Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
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Support Rating
Flexera
Is is easy to find information on their support site or to enter a support ticket. The response times are usually under a day and they don't hesitate to get into direct contact with you to solve the current issue.
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Zendesk
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
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In-Person Training
Flexera
Love it, and I got to go to Sweden
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Zendesk
No answers on this topic
Online Training
Flexera
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
Flexera
It went well, we took out time and verified each step as we went
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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
Flexera
The deciding factor for the decision makers was the combination of license management and utilization statistics. Our desktop people wanted the utilization and reporting to be very granular and close to real time. Snow was purchased because they promoted their real time utilization in addition to the license management, alerting and reporting. To my knowledge, only Snow was given a proof of concept before the decision was made.
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Zendesk
Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.
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Scalability
Flexera
Not quite sure I understand the deployment question. We deployed company wide
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Zendesk
WHY we will use Zendesk in HR and PD internally
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Professional Services
Flexera
Worked great and accomplished the goals
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Zendesk
No answers on this topic
Return on Investment
Flexera
  • Allowed for reducing licenses/cost at renewal or true-up time
  • Shows us new software in our environment so we can get it removed or purchase appropriate licensing to avoid compliance issues
  • Shows up blacklisted software when it appears in our environment allowing us to get it removed to avoid security issues
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Zendesk
  • We have been able to deliver IT accurately and onetime
  • Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
  • Zendesk Suite has allowed us to be more efficient in our every day operations
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ScreenShots

Snow License Manager Screenshots

Screenshot of Screenshot of Screenshot of

Zendesk Suite Screenshots

Screenshot of the 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