Ada vs Zendesk comparison

Ada and Zendesk are both solutions in the AI Customer Support category. Ada is ranked #5 with an average rating of 6.0, while Zendesk is ranked #20 with an average rating of 7.3. Ada holds a 2.2% mindshare in ACS, compared to Zendesk’s 0.6% mindshare. Additionally, 100% of Ada users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

Ada

Read 1 Ada review

559 Views
184 Comparison Views

100% willing to recommend

Zendesk

Read 68 Zendesk reviews

6,933 Views
69 Comparison Views

91% willing to recommend

Ada

Zendesk

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between Ada and Zendesk based on real PeerSpot user reviews.

Find out what your peers are saying about Amazon Web Services (AWS), Sendbird, Deepgram and others in AI Customer Support.

To learn more, read our detailed AI Customer Support Report (Updated: February 2026).

Buyer's Guide

AI Customer Support

February 2026

Download the complete report

Helped 885,667 peers since 2012

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

Ada

Ranking in AI Customer Support

5th

Average Rating

6.0

Number of Reviews

Ranking in other categories

AI-Powered Chatbots (11th), AI Customer Experience Personalization (28th)

Zendesk

Ranking in AI Customer Support

20th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (9th), Help Desk Software (4th), IT Service Management (ITSM) (5th), Reporting (10th), Knowledge Management Software (3rd), AI IT Support (5th)

Mindshare comparison

As of April 2026, in the AI Customer Support category, the mindshare of Ada is 2.2%, down from 26.9% compared to the previous year. The mindshare of Zendesk is 0.6%. It is calculated based on PeerSpot user engagement data.

AI Customer Support Mindshare Distribution
Product	Mindshare (%)
Ada	2.2%
Zendesk	0.6%
Other	97.2%

AI Customer Support

Featured Reviews

reviewer2783430

Sr. FinOps Engineer at a tech vendor with 51-200 employees

AI workflows have streamlined customer support and still need improvements in technical guidance

Ada serves as an AI customer support agent that drives our back end to help with customer success. I am mostly working on the back end, and the team responsible for setting up Ada handles the specific implementation details Ada offers agentic workflow as its best feature, providing the agent…

Read full review

AmandaSanchez

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.

Read full review

Quotes from Members

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

Pros

"Ada offers agentic workflow as its best feature, providing the agent capability to personalize customer support and making customer success operations easier."

"The way it’s set up makes it very easy for agents, end-users, and administrators to use."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"Triggers and Automations greatly help with our workflow."

"Of the several different help desk ticket systems I have used Zendesk was the easiest to learn and use during a call."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"This feature allowed our team organize and assign certain members to a particular group."

"We used to spend two to three working days to solve around 100 tickets and after we used Zendesk the turnaround time has been improved approximately 50%."

"If you are looking for a simple ticketing system that anyone can understand and implement (support personnel who is not tech-savvy) then this is the one."

More Zendesk pros

Cons

"I would rate this product a 6."

"Support is not great. Their support is that specific support you get from a big American tech company."

"The support team is time-consuming, and they don't find the answer to our problem."

"The more customization you do, the slower it will be. Maybe this could be improved."

"My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process."

"I would like to see the ability to merge between companies/teams."

"It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important."

"Ticket forwarding and the ability to add subscribers to tickets as some back and forth correspondence needs to be brought to attention of several team members, sometimes across different departments."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

More Zendesk cons

Pricing and Cost Advice

Information not available

"From what I hear, Zendesk's pricing is a little expensive."

"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."

"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."

"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."

"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."

See which vendors are best for you

Use our free recommendation engine to learn which AI Customer Support solutions are best for your needs.

See recommendations

885,667 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Construction Company

21%

University

Performing Arts

Healthcare Company

Construction Company

Manufacturing Company

Performing Arts

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What is your primary use case for Ada?

See all answers

What advice do you have for others considering Ada?

My advice for others looking into using Ada is to go ahead and use it. Ada is deployed in a public cloud, and we use AWS as our cloud provider. I would rate this product a 6.

See all answers

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

See all answers

What is your experience regarding pricing and costs for Zendesk Support?

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 o...

See all answers

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

See all answers

Comparisons

Voiceflow vs Ada

Compared 22% of the time

Moveworks vs Ada

Compared 21% of the time

Kore.ai vs Ada

Compared 17% of the time

Ultimate vs Ada

Compared 16% of the time

Agentforce vs Ada

Compared 12% of the time

More Ada Competitors

ServiceNow vs Zendesk

Compared 12% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

Freshservice vs Zendesk

Compared 6% of the time

Freshdesk vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

AI-Powered Chatbots

March 2026

Download Ada product report

Buyer's Guide

Zendesk

March 2026

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

With a no-code builder and a suite of out-of-the-box integrations, Ada’s brand interaction platform has everything you need for every team — support, marketing, sales, and IT. Using AI and advanced NLU, Ada automates thousands of conversation topics across the most popular digital channels within a single platform.

Ada

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Zendesk

Sample Customers

Information Not Available

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Find out what your peers are saying about Amazon Web Services (AWS), Sendbird, Deepgram and others in AI Customer Support. Updated: February 2026.

DOWNLOAD NOW

885,667 professionals have used our research since 2012.

See our list of best AI Customer Support vendors.

We monitor all AI Customer Support reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.