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CA Deliver vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Mar 4, 2025

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

CA Deliver
Ranking in Reporting
34th
Average Rating
9.6
Reviews Sentiment
8.1
Number of Reviews
3
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in Reporting
11th
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
68
Ranking in other categories
CRM Customer Engagement Centers (3rd), CRM (9th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Knowledge Management Software (3rd), AI Customer Support (7th), AI IT Support (5th)
 

Mindshare comparison

As of May 2026, in the Reporting category, the mindshare of CA Deliver is 0.8%, up from 0.0% compared to the previous year. The mindshare of Zendesk is 1.3%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Reporting Mindshare Distribution
ProductMindshare (%)
Zendesk1.3%
CA Deliver0.8%
Other97.9%
Reporting
 

Featured Reviews

it_user837525 - PeerSpot reviewer
Senior Systems Engineer (Sr. level II) at a insurance company with 1,001-5,000 employees
Gives us one repository for various output formats and retention periods
A common theme with all CA products is they state compatibility with new technologies when it has not yet been proven. Much like other technology companies that have fallen into this trap, let feature and compatibly releases be controlled by the technical group, instead of the marketing and/or management people. I cite the example that CA mainframe products were deemed to be compatible with Extended Address Volumes (EAV) - larger sized disk volumes - when they were not. I have been doing this for 37 years and see it all too often, sometimes to the detriment of the company itself (Storage Technology Corp. and its Iceberg array comes to mind).
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

"The benefits are that it keeps their information for over 40 to 50 years, so in essence it's a digital bank for customer information."
"Flexibility of report configuration; allows for quick and simple amendments to definitions."
"Extremely stable and reliable, and easy to install."
"Having one repository for various output formats and retention periods, with the flexibility to establish hundreds of different retention entries based upon business need and then group the like retention period outputs together on the same media, is very efficient."
"Having one repository for various output formats and retention periods. Provides the flexibility to establish hundreds of different retention entries, based upon business need, and then group the like retention period outputs together on the same media. It is very efficient."
"The most valuable feature was its simplicity as it was made easy to use."
"The benefits I have seen from using Zendesk include faster response times; as a CSM, faster response is the goal, which solves the customer's challenge in a timely manner, and Zendesk offers that capability, which is beneficial."
"It works really well, is very seamless, and is very good software."
"We were able to get up and running with Zendesk in a very short time and build a robust web app including help desk functionality that makes the product owner and client very happy."
"The outcome: Better workflows, more control, a better understanding of reports and numbers in general."
"Zendesk was chosen because it is the most user friendly."
"Even though I haven't tried other solutions, I think this product is very useful and easy to use."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
 

Cons

"I work with the developers so I get what I want built into the project."
"Needs ability to allow export to xls/pdf, etc. (Note: this is available in add-on product CA – OM Web Viewer)."
"A common theme with all CA products is they state compatibility with new technologies when it has not yet been proven. I cite the example that CA mainframe products were deemed to be compatible with Extended Address Volumes (EAV) - larger sized disk volumes - when they were not."
"A common theme with all CA products is they state compatibility with new technologies when it has not yet been proven."
"Needs ability to allow export to xls/pdf, etc. (Note: this is available in add-on product CA – OM Web Viewer)."
"Additionally, "Internal note" is never just an internal note, it is sent to all recipients on the ticket, which has led to quite a lot of miscommunication and frustration."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"Report Generator needs to be improved."
"It could use better analytics for trend tracking as well as the ability to tie the customer support and sales items together."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The look and feel could use a little more polish."
"The price of the solution should be reduced."
"It is easy to use, however, it is not quite as powerful as many other ticketing systems out there."
 

Pricing and Cost Advice

"​Pricing is reasonable, licensing model suitable for large enterprises."
"From what I hear, Zendesk's pricing is a little expensive."
"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."
"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."
"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."
"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."
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
8%
Construction Company
8%
Manufacturing Company
8%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business36
Midsize Enterprise21
Large Enterprise11
 

Questions from the Community

Ask a question
Earn 20 points
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...
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...
What is your primary use case for Zendesk Support?
I have been using Zendesk for approximately five years now. I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email...
 

Comparisons

 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

ERGO
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about CA Deliver vs. Zendesk and other solutions. Updated: April 2026.
894,738 professionals have used our research since 2012.