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Xurrent vs Zendesk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Feb 1, 2026

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
665
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (31st)
Zendesk
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
70
Ranking in other categories
CRM Customer Engagement Centers (2nd), CRM (5th), Help Desk Software (3rd), IT Service Management (ITSM) (3rd), Reporting (7th), Knowledge Management Software (3rd), AI Customer Support (9th), AI IT Support (4th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.
AmandaSanchez - PeerSpot reviewer
Consultant and Startup Founder at AimHi Enterprises
Macros and automation have streamlined workflows and reduced manual effort across support teams
The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Movement on cloud architecture according to me provided by AA2019, will be most beneficial as it will be easy to use and will provide flexibility."
"Overall, the commands provided have enough range to complete almost any task, with creative out-of-the-box thinking required sometimes for workarounds."
"The core RPA service that it provides and the stability that it has in maintaining that as a cloud service solution is a key enabler for us. Its stability is good, and the low-code/no-code setup that it has is very user-efficient."
"Most clients prefer Automation Anywhere because it is easy to implement. You don't need to know rocket science to learn this solution. If you know logic, that is sufficient. Automation Anywhere is more user-friendly."
"One of the most valuable features is the different possibilities it gives you to manipulate the interface screens that you're working with."
"Compared to before, when processing a document took around three hours, we now complete it in one to two minutes thanks to Automation Anywhere and the latest document automation technology, saving around two hours and 55 minutes per user, which is a significant saving."
"The most valuable feature is that it is intuitive. It is designed so business users can use it with a drag and drop functionality to develop automation of business processes. Since they are the experts on business processes, there are probably the best ones to create the automation."
"The Object Cloning command is the most useful feature. Through the use of this command, between 30% and 40% of the process automation is complete."
"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"I like their request management as well as their project management."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"The solution is highly stable."
"Zendesk is a great product but find a software package that will work best for your team and company."
"We tried to find a solution better and cheaper than Zendesk locally and we have not found any solution so complete and flexible as Zendesk."
"Zendesk might seem a bit pricey at first, but once you get down to what value Zendesk can provide your company - both in terms of saved working hours, happier customers and CX data from multiple channels, it's well worth it!"
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"Zendesk has positively impacted my organization primarily through security, as I do not have to worry about data breaches or leaks because all information is handled and processed through Zendesk, ensuring that only people within the organization can access it."
"In a nutshell, it's a great tool that allows you to manage all your customer service issues in one location."
"We receive less questions from customers, so this is a big win for our support."
 

Cons

"The areas for room for improvement are always going to be around experience, making it even easier to get engaged, and get started. Because lowering that threshold to get started is what enables an additional set of problems to be solved."
"With the automation copilot, if I have any internal tool or application and I want to pass on variables, I don't have it. Maybe the team can work on it to make it more efficient to make it work better across all automations."
"Productivity increased when we implemented Automation Anywhere, but it did not meet the client's expectations regarding the number of human workers it replaced."
"Queue management is still missing from the latest version which is a barrier to using the platform to start implementing complex cases where you have parent and child transactions going through multiple stages."
"We had a major issue when it came to single sign-on. We couldn't get it working."
"Queues are great but need improvement. They are helpful because most of the automations are transaction-based."
"Excel functionalities, the macro interface can be improved in the next release of RPA platform Automation Anywhere. Functionalities such as maneuvering on the excel worksheets, increased capability to manipulate formulae, and other Excel functionalities will give Automation Anywhere and edge in the RPA platform category since most financial applications use a lot of Excel and macro sheets for their calculations and postings."
"They could improve the environmental stabilizing issues. There are a lot of environmental issues when rolling over from one environment to another, higher environment. This is the one thing they definitely need to look into."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
"Asset Discovery is a feature that should be added."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
"It is easy to use, however, it is not quite as powerful as many other ticketing systems out there."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"I really wish they had a chat feature - like Olark for example."
"The reports could be more fine tuned to enable better handling of tickets by individual agents and teams."
"The licensing model needs to be more customer-friendly."
"I would also mention that the Zendesk app on iOS is not very good."
"We work in print so being able to preview files attached and having larger files (larger than 7MB would be great) would be a welcomed improvement."
"From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more of its capabilities."
 

Pricing and Cost Advice

"It saves me around $100,000 a year."
"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."
"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."
"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."
"Their overall pricing falls in the middle of the market. Cost-wise, Automation Anywhere is quite expensive because of their analytics, IQ Bots, and MetaBots. For a standalone machine, the pricing is okay. When adding in the licensing for IQ Bots (or MetaBots), it can become quite costly."
"The cost for scalability is much cheaper than developing a new system."
"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
"The pricing is expensive."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"It is the most affordable because it is priced per month per user."
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
"The price is very competitive."
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"From what I hear, Zendesk's pricing is a little expensive."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
12%
Manufacturing Company
11%
Outsourcing Company
12%
Comms Service Provider
11%
Computer Software Company
9%
Construction Company
8%
Outsourcing Company
11%
Construction Company
10%
Financial Services Firm
9%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise86
Large Enterprise562
No data available
By reviewers
Company SizeCount
Small Business37
Midsize Enterprise22
Large Enterprise12
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
Ask a question
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What is your experience regarding pricing and costs for Zendesk Support?
My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to...
What needs improvement with Zendesk Support?
Regarding my main use case for Zendesk, it is really easy to use, but one of the cons I have with it is that it takes...
What is your primary use case for Zendesk Support?
On a day-to-day basis, I use Zendesk to track, manage, and work on my cases. I also use it to upload information secu...
 

Comparisons

 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
4me
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Xurrent vs. Zendesk and other solutions. Updated: September 2026.
917,433 professionals have used our research since 2012.