Zendesk Employee Service vs GLPI

Zendesk Employee Service9.0Visit GLPI8.9Visit

Higher score Zendesk Employee Service #4 in IT Help Desk Software 9.0/10 14-day trial Free trial✓ 2 of 7 features Visit Zendesk

vs

GLPI #5 in IT Help Desk Software 8.9/10 Free plan · 45-day trial Free planFree trial✓ 6 of 7 features Visit GLPI

• Zendesk Employee Service fits best

  Employee service desks needing omnichannel AI support

• GLPI fits best

  Open-source asset and ticket management

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Side by side

Feature	Zendesk Employee Service 9.0/10 Visit ↗	GLPI 8.9/10 Visit ↗
At a glance
Editor score	9.0	8.9
Ranking	#4 in IT Help Desk Software	#5 in IT Help Desk Software
Best for	Employee service desks needing omnichannel AI support	Open-source asset and ticket management
Pricing model	Paid	Free plan + paid
Starting price	$29/user/mo	€19/user/mo
Free plan	—	✓ (best)
Free trial	14 days	45 days
Free trial length	14 days · no card needed	45 days
Deployment	Cloud, Mobile	Cloud, Self-hosted
Platforms	Web, iOS, Android	Web
Support	Email, Live chat, Phone, Tickets, Docs	Tickets
Integrations	4 integrations	8 integrations
Built for	Small business, Mid-market, Enterprise	Small business, Mid-market, Enterprise
Features Zendesk Employee Service 2/7 · GLPI 6/7
SLA management	✓	✓
Knowledge base	Not checked yet	✓ (best)
Employee portal	Not checked yet	✓ (best)
Asset management	✓	✓
Single sign-on	Not checked yet	✓ (best)
Approval workflows	Not checked yet	✓ (best)
Mobile apps	Not checked yet	Not checked yet
Our review
Pros	AI agents and AI-powered knowledge answers support routine employee requests. Growth adds a service catalog, approvals, SLAs and IT asset management. Employees can seek support through multiple channels, including voice and messaging.	Ticketing includes SLAs, OLAs, escalations, and approval stages. Asset, configuration, software, and license management are built in. Web, API, and self-hosted deployment support flexible infrastructure choices.
Cons	No free plan; Suite Team starts at $29 per agent/month with annual billing. Core service catalog, approvals, SLAs and asset management start at Suite Growth. Advanced routing, reporting and governance controls are reserved for higher plans.	There is no free plan; cloud pricing starts at €19 per user monthly. Private Cloud requires minimum billing for 25 users. Mobile apps and AI are not part of the listed core capabilities.
Our verdict	Zendesk Employee Service brings employee-facing IT, HR and other internal support into a cloud-based service platform. It combines ticketing and request management with a knowledge base, AI-powered answers, AI agents and an employee… Read the review →	GLPI is an open-source IT service management platform for organizations that need more than an incident queue. It combines incident and service-request ticketing with SLA and OLA tracking, escalation levels, approval stages, a knowledge… Read the review →

Strengths and trade-offs

• Zendesk Employee Service — where it wins

  • AI agents and AI-powered knowledge answers support routine employee requests.
  • Growth adds a service catalog, approvals, SLAs and IT asset management.
  • Employees can seek support through multiple channels, including voice and messaging.

  Where it doesn't

  • No free plan; Suite Team starts at $29 per agent/month with annual billing.
  • Core service catalog, approvals, SLAs and asset management start at Suite Growth.
  • Advanced routing, reporting and governance controls are reserved for higher plans.

• GLPI — where it wins

  • Ticketing includes SLAs, OLAs, escalations, and approval stages.
  • Asset, configuration, software, and license management are built in.
  • Web, API, and self-hosted deployment support flexible infrastructure choices.

  Where it doesn't

  • There is no free plan; cloud pricing starts at €19 per user monthly.
  • Private Cloud requires minimum billing for 25 users.
  • Mobile apps and AI are not part of the listed core capabilities.

• Zendesk Employee Service9.0/10 · 14-day trial

  A broad employee service desk with AI, self-service, ticketing and workflow tools.

  Visit ZendeskFull verdict →
• GLPI8.9/10 · Free plan · 45-day trial

  A broad open-source ITSM suite for teams pairing ticketing with asset control.

  Visit GLPIFull verdict →