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Glean Platform vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary

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

Glean Platform
Ranking in AI Customer Support
4th
Average Rating
8.4
Number of Reviews
11
Ranking in other categories
Indexing and Search (6th), Search as a Service (8th), AI-Agent Builders (7th), AI Software Development (36th)
Zendesk
Ranking in AI Customer Support
20th
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
68
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 March 2026, in the AI Customer Support category, the mindshare of Glean Platform is 1.6%. The mindshare of Zendesk is 0.6%. It is calculated based on PeerSpot user engagement data.
AI Customer Support Mindshare Distribution
ProductMindshare (%)
Glean Platform1.6%
Zendesk0.6%
Other97.8%
AI Customer Support
 

Featured Reviews

Ananya Bl - PeerSpot reviewer
Data Analyst at Capgemini
Daily orchestration of complex ai workflows has boosted my research and automation capabilities
Orchestration primarily decides which agent handles which part of a task and manages errors, retries, and complete state while maintaining the workflow effectively. On the orchestration side, branching, looping, and human approvals support non-linear workflows in production environments with real-time access. Through refined and improved prompts, this helps in closing the loop with actual users. One unique feature that stood out is that every step in the workflow can pause or recover from failures. Instead of finishing the entire agent in one go, this approach is interesting because if there is a minor change in a previously completed step regarding the state, I can re-edit and restart from the beginning. This is truly impressive.
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 major impact that I have noticed is how business users are now being impacted and they are using the platform because they understand it easily."
"The best features Glean Platform offers include the ability to create my own agents, for example, I created a self-service agent for my stakeholders, so rather than email me, I sent them a link to an agent where the agent asks them questions and drills down to exactly what they need, and then I get a qualified response from them."
"I have used many solutions, but Glean Platform is the best, and I would truly appreciate it if everyone considers this platform."
"The best features Glean Platform offers are mostly the view, which I think is very good, and what I find most helpful about the view is that the user interface is very good, making it very easy to chat with the chatbot and get all the material that I want in the way that I need it."
"Glean Platform offers excellent user interface design and integration capabilities with other platforms."
"Life became so easy when we started using Glean Platform."
"When I searched for internal information spread across different systems, Glean Platform did centralize and retrieve that data for me effectively, giving me eighty percent accuracy."
"Productivity has really skyrocketed."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"Zendesk Support has a lot of good APIs."
"My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We tried to find a solution better and cheaper than Zendesk locally and we have not found any solution so complete and flexible as Zendesk."
"Zendesk was chosen because it is the most user friendly."
"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."
"In a nutshell, it's a great tool that allows you to manage all your customer service issues in one location."
 

Cons

"Glean Platform can implement more models. The NLP creation could be a little faster, and while debugging is amazing, the routing also needs to provide higher quality outputs sometimes rather than extensive searching."
"My experience with pricing, setup cost, and licensing for Glean Platform reveals limited options, and I wish there was more customization available."
"Also, the latency that the platform offers is a little high right now; what I have noticed is that on a particular query, the user has to wait a long time in order to get responses."
"Currently, Glean Platform does not integrate with Teams, Microsoft-owned platforms."
"I chose seven out of ten because if I could upload PDFs and have them analyzed, or have it integrate with my Gmail and help me go through my emails, that would be very useful, but I do not think it does that."
"I tried pulling in an architecture diagram of a workflow, and it pulled in some other image instead."
"My experience with pricing, setup cost, and licensing is that the licenses were expensive, and it was hard to convince the company to adopt based on that."
"There are multiple ways in which Glean Platform can be improved."
"As Zendesk is an international business and has customers world-wide, it would be nice if it would provide 24/7 support."
"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."
"Zendesk has not positively impacted my organization."
"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."
"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."
"It would be easier to setup if there was metadata available and an API guru resource available."
"For smaller environments, some type of tutorial or walkthrough would be helpful for first time users."
"It was not easy to set up so we're only using a third of all of the features, and we wanted something that was easier to configure and set up."
 

Pricing and Cost Advice

Information not available
"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."
"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."
"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."
"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
Financial Services Firm
19%
Computer Software Company
9%
Manufacturing Company
9%
Outsourcing Company
8%
Manufacturing Company
8%
Performing Arts
7%
Outsourcing Company
7%
Construction Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise8
By reviewers
Company SizeCount
Small Business36
Midsize Enterprise21
Large Enterprise11
 

Questions from the Community

What is your experience regarding pricing and costs for Glean Platform?
My experience with pricing, setup cost, and licensing has been pretty smooth actually, with no issues.
What needs improvement with Glean Platform?
I don't have any complaints with Glean Platform actually. I can't think of anything right now regarding needed improvements, even small things. I rate it a nine because sometimes it's difficult to ...
What is your primary use case for Glean Platform?
My main use case for Glean Platform is consolidating marketing materials, as I work in DevOps Sales Ops. I set up this platform for the sales team to review material that might be useful for talkin...
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?
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...
 

Comparisons

 

Also Known As

Glean Work AI Platform
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Information Not Available
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Glean Platform vs. Zendesk and other solutions. Updated: March 2026.
885,311 professionals have used our research since 2012.