Adaptive Insights vs Zendesk comparison

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93% willing to recommend

Adaptive Insights

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Executive SummaryUpdated on Mar 4, 2025

Adaptive Insights and Zendesk compete in the enterprise technology space, addressing different business needs. Adaptive Insights holds an advantage in financial planning capabilities, while Zendesk leads in customer service management.

Features: Adaptive Insights delivers dynamic financial modeling, predictive analytics, and comprehensive cloud-based planning. Zendesk offers powerful ticketing systems, integrated communication channels, and automation tools for customer interaction enhancement.

Room for Improvement: Adaptive Insights could improve by simplifying its user interface, reducing setup complexity, and enhancing integration options with third-party tools. Zendesk can advance by enriching its analytics features, improving response times, and offering more customization options for its ticketing system.

Ease of Deployment and Customer Service: Zendesk provides a user-friendly deployment process supported by strong customer service, making implementation smooth. Adaptive Insights, while offering dedicated assistance, involves a more complex and time-intensive setup process due to its comprehensive features.

Pricing and ROI: Adaptive Insights necessitates a higher initial investment due to its extensive analytics capabilities, with a focus on long-term financial ROI for teams. Zendesk, offering a competitive pricing model, emphasizes customer satisfaction and scalability, aiming for improved operational efficiency.

To learn more, read our detailed Adaptive Insights vs. Zendesk Report (Updated: June 2025).

Adaptive Insights vs. Zendesk

June 2025

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Helped 857,162 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

Adaptive Insights

Ranking in Reporting

10th

Average Rating

8.4

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Business Performance Management (8th), Financial Performance and Strategy Management (3rd), Data Visualization (11th), ESG Reporting Software (5th)

Zendesk

Ranking in Reporting

14th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (19th), Help Desk Software (9th), IT Service Management (ITSM) (8th), Sales Force Automation (8th), Knowledge Management Software (5th), Community Platforms (3rd)

Mindshare comparison

As of June 2025, in the Reporting category, the mindshare of Adaptive Insights is 0.5%, down from 0.6% compared to the previous year. The mindshare of Zendesk is 0.2%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Reporting

Featured Reviews

Andrew Rosenberg

Adaptive Planning Manager at Alight

Adaptive scales well, simple to create new budget versions and models

For the organization I used to work at, it streamlined the process of creating budgets. It's very simple to create a new version and do some more modeling based on your need for planning things like headcount, other expenses, and revenue, everything is configurable within Workday. So that made it easy. Reporting was pretty easy to set up as well. It streamlined the amount of time it took to do the budget as well as kind of making it simple to implement a rolling forecast process. So, it really was more just a productivity increase and time shortening for the budgeting and forecasting process.

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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

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Quotes from Members

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

Pros

"Changes to corporate structure, account codes are updated in all versions including prior years, hence "one-version of truth" as claimed."

"Reports are allowed to be edited for aesthetic purposes, which is lacking in a lot of other dashboard tools."

"The integration with our payroll system to complete staff modeling during our budget and forecast processes."

"Automated reporting."

"The biggest feature is the source of truth for all of our budget and forecast versions."

"We utilize planning on a daily basis, therefore we find it to be the most valuable product for our organization."

"Forecasting changes that instantly flow through all financial statements."

"The most valuable feature of the solution is its dashboard."

More Adaptive Insights pros

"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."

"Zendesk Support has a lot of good APIs."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"It's a very stable tool, very powerful."

"The product offers very good management. It has a great ability to assign tickets based on content."

More Zendesk pros

Cons

"Being able to drill down when using OfficeConnect needs work."

"Their customer support team is slow to respond and not extremely confident."

"It's a Workday product; they could do a little bit better to integrate a pure-play integration with Workday, which really doesn't do that."

"Users continue to become more advanced and are looking for more advanced solutions."

"We tried Discovery and OfficeConnect at one point and found them too cumbersome, at the time."

"The upload feature exists, but isn't terribly useful."

"Discovery (the data visualization module): Needs to catch up with BI leaders, such as MS and Tableau. E.g., sorting by amounts in column charts and page slicers to control all visuals."

"Adaptive Insights has a limit of 1,00,000 rows for HTML reports. It should be improved because we will have multiple dimensions that need to be populated to enhance the image."

More Adaptive Insights cons

"It wasn't easy to set up so we're only using a third of all of the features,"

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"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."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"The solution could integrate better with QR codes from some websites such as Facebook."

"You couldn't give administrative access to new hires."

"The dashboard could be better."

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

More Zendesk cons

Pricing and Cost Advice

"Licensing seems to be worth the cost considering the efficiency Adaptive brings."

"It's affordable."

"Adaptive Insights' pricing is reasonable."

"Prior to purchasing licenses, make sure you understand which users will only need planning and which users will need both planning and OfficeConnect."

"Adaptive Insights' pricing is relative to its peer competitors. It's certainly competitive compared to a spreadsheet template that you build in Excel. It can be expensive if you need to have 100-500 budget holders giving input and building financial plans. However, in that case, it becomes an extremely good bargain. Compared to its competitors, it offers an excellent value."

"Pricing is in line with other cloud-based EPM tools. It is a subscription-based model based upon the number of users and site type if it's an admin or end-user type thing."

"Everything is negotiable, but this solution is low cost compared to others."

"Ensure that you have the proper pricing plan in place."

"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."

"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."

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

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

11%

Financial Services Firm

10%

Real Estate/Law Firm

10%

Legal Firm

Computer Software Company

24%

Educational Organization

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Adaptive Insights?

It's very simple to create a new version and do some more modeling based on your need for planning things like headcount, other expenses, and revenue, everything is configurable within Workday.

What is your experience regarding pricing and costs for Adaptive Insights?

12 years ago, it was very affordable. Workday has definitely increased its price since it acquired Adaptive a few years ago. So, it's affordable. But there are other more affordable solutions that ...

What needs improvement with Adaptive Insights?

The integrations could be simpler. It takes quite a bit of internal and IT know-how to set up. So, there could be room for just improving the integrations, making it easier to integrate outside sys...

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 ...

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

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

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Product Reports

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Adaptive Insights

June 2025

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May 2025

Also Known As

Workday Adaptive Planning, Adaptive Discovery , Workday Adaptive Planning

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Adaptive Insights is a cloud-based financial planning and analysis software that helps businesses streamline their budgeting, forecasting, and reporting processes.

With its intuitive interface and powerful analytics, it enables organizations to make data-driven decisions and drive business performance.

Workday

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.

Sample Customers

1. Cisco Systems 2. Coca-Cola Bottling Co. Consolidated 3. Deloitte 4. DocuSign 5. Dropbox 6. Electronic Arts 7. Fender Musical Instruments Corporation 8. Fitbit 9. Fossil Group 10. Groupon 11. Hilton Worldwide 12. HP Inc. 13. Intuit 14. Johnson & Johnson 15. LinkedIn 16. Lyft 17. McAfee 18. Medtronic 19. Netflix 20. Oracle 21. Pandora 22. PayPal 23. Pinterest 24. Red Hat 25. Salesforce 26. ServiceNow 27. Slack Technologies 28. Spotify 29. Symantec 30. Tableau Software 31. Twitter 32. Workday

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