Cortex vs Zendesk comparison

Read 60 Zendesk reviews

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93% willing to recommend

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: June 2025).

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Cortex vs. Zendesk

June 2025

Helped 858,038 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)

20th

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)

8th

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), Sales Force Automation (8th), Reporting (14th), Knowledge Management Software (5th), Community Platforms (3rd)

Mindshare comparison

As of June 2025, in the IT Service Management (ITSM) category, the mindshare of Cortex is 0.2%, up from 0.0% compared to the previous year. The mindshare of Zendesk is 3.9%, down from 4.4% 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 ( /products/klaviyo-reviews ), enhancing our workflows.

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

"The solution's stability is generally good."

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

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

"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."

"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."

"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."

"It's very convenient to use."

"The stability has been very good."

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

"It is a scalable solution."

More Zendesk pros

Cons

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

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

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

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

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

"The price of the solution should be reduced."

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

"The dashboard could be better."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

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

"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."

More Zendesk cons

Pricing and Cost Advice

"Cortex is an expensive solution."

"Cortex XDR is a costly solution."

"It's cheaper compared to its competitors."

"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."

"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."

"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."

"The price is very competitive."

"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."

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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858,038 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Computer Software Company

24%

Educational Organization

Financial Services Firm

Manufacturing Company

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)

May 2025

Download Cortex product report

Download Zendesk product report

May 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