Cortex vs Zendesk comparison

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Cortex

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Executive SummaryUpdated on Nov 3, 2024

Zendesk and Cortex compete in the customer support solutions category. Zendesk is preferred for its ease of use and pricing, while Cortex is suited for those seeking advanced features.

Features:Zendesk is recognized for its intuitive support ticketing system, seamless third-party integrations, and essential customer service tools. Cortex is distinguished by its advanced analytics, customization options, and robust capabilities suited for businesses seeking sophisticated solutions.

Ease of Deployment and Customer Service:Zendesk provides a straightforward deployment process, comprehensive resources, and responsive support ideal for smaller teams. Cortex, while offering personalized service, has a steeper learning curve and is beneficial for larger organizations with complex needs due to its structured implementation support.

Pricing and ROI:Zendesk's cost-effective pricing model attracts smaller businesses, delivering good ROI with its user-friendly interface. Cortex, despite a higher initial setup cost, targets businesses interested in in-depth reporting and customization, aiming for substantial long-term ROI.

To learn more, read our detailed Cortex vs. Zendesk Report (Updated: July 2025).

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Cortex vs. Zendesk

July 2025

Helped 865,384 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

Cortex

Ranking in IT Service Management (ITSM)

21st

Average Rating

8.0

Reviews Sentiment

5.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in IT Service Management (ITSM)

11th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (24th), Help Desk Software (11th), Sales Force Automation (11th), Reporting (19th), Knowledge Management Software (4th), Community Platforms (3rd)

Mindshare comparison

As of August 2025, in the IT Service Management (ITSM) category, the mindshare of Cortex is 0.3%, up from 0.0% compared to the previous year. The mindshare of Zendesk is 3.9%, down from 4.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

NikhilSharma1

Senior Technical Lead at Happiest Minds Technologies

Provides comprehensive network visibility and helps us identify threats efficiently

The product could be improved in several areas. The complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed. There is also a need for clearer differentiation between features and capabilities within Cortex's suite, as the overlap between XDR and XIM can be confusing. Improvements in the user interface and more intuitive KQL query handling could also enhance usability. Additionally, better support for various deployment scenarios and cost management options would be beneficial.

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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, 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

"It was easy to integrate Cortex with existing infrastructure and other tech tools."

"The solution's most valuable feature is writing playbooks."

"The solution's stability is generally good."

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

"It's very convenient to use."

"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."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"Zendesk Support has a lot of good APIs."

"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."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"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."

More Zendesk pros

Cons

"It would be more beneficial to integrate threat intelligence in Cortex."

"It's quite lagging and not very fast."

"The complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed."

"The solution itself wasn't easy to set up."

"The price of the solution should be reduced."

"It needs to improve in terms of its flexibility, price, and installation."

"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."

"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."

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

"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."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

More Zendesk cons

Pricing and Cost Advice

"Cortex XDR is a costly solution."

"It's cheaper compared to its competitors."

"Cortex is an expensive solution."

"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."

"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."

"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."

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

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865,384 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Computer Software Company

22%

Manufacturing Company

Educational Organization

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What is your experience regarding pricing and costs for Cortex?

Cortex is an expensive solution.

What needs improvement with Cortex?

It would be more beneficial to integrate threat intelligence in Cortex.

What is your primary use case for Cortex?

With Cortex, we can automate the analysis of all the alerts. We use it to automate any kind of activity.

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

IT Service Management (ITSM)

August 2025

Download Cortex product report

Download Zendesk product report

July 2025

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Cortex is a robust data analysis and automation platform designed for streamlining complex workflows and enhancing decision-making for professionals across industries. Its functionalities aim to provide efficiency and accuracy, catering to the demands of a tech-savvy audience.

Cortex offers a comprehensive suite of tools tailored for data-driven environments, focusing on seamless integration and workflow automation. It assists users in processing large datasets with precision, ensuring valuable insights are delivered effectively. The platform's adaptability allows for customization to specific industry requirements, making it a versatile choice for businesses seeking to optimize performance. While Cortex is equipped with powerful features, users may find room for improvement in areas like scalability and user experience enhancement, ensuring it evolves to meet future technological advancements.

What are Cortex's most valuable features?

Data Processing: Efficient handling of large volumes of data ensures precision in analysis.
Workflow Automation: Streamlines repetitive tasks for improved productivity.
Integration Capabilities: Seamless connection with existing systems for unified operations.
Customization Options: Flexible settings tailored to industry-specific needs.
Real-time Insights: Delivers immediate data-driven insights for informed decision-making.

What benefits should users look for?

Time Efficiency: Significant reduction in time spent on manual data handling.
Cost Reduction: Automation leads to decreased operational costs over time.
Improved Accuracy: Enhanced precision in data analysis and reporting.
Scalability: Ability to grow and adapt as requirements change.
Informed Decisions: Access to real-time data improves strategic decision-making.

Cortex finds application in industries such as finance, healthcare, and manufacturing, where data accuracy and efficiency are crucial. In finance, it aids in risk assessment and fraud detection. Healthcare benefits from its data handling to streamline patient management and improve treatment protocols. In manufacturing, Cortex optimizes supply chain processes and resource allocations. Its adaptability to specific industry requirements emphasizes its utility as a versatile tool in data-driven settings.

Cortex

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

Information Not Available

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