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Serviceaide ChangeGear vs Zendesk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
641
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
Zendesk
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
69
Ranking in other categories
CRM Customer Engagement Centers (3rd), CRM (6th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (8th), Knowledge Management Software (3rd), AI Customer Support (6th), AI IT Support (5th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.
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

"On a scale of one to ten, I would rate Automation Anywhere a nine."
"This is the right platform and choice, as every business needs to be at this pace and cannot ignore automation if you really want your company to get to the next level and be at par with competitors."
"Movement on cloud architecture according to me provided by AA2019, will be most beneficial as it will be easy to use and will provide flexibility."
"Not all tools give us the clear utilization of the infrastructure in place but this does and trust me, this has been proved far better than other RPA tools and that is why I see AA booming day by day."
"The scope of automation by using Automation Anywhere has become wonderful."
"We have been able to take an accounting task and clear a very large backlog, therefore being completely up-to-date on the task since implementing a bot on it."
"I appreciate that Automation Anywhere is so user-friendly, and currently, our team is learning Power Automate and migrating some of the processes as we go."
"Before the automation, it used to take about two to three hours, now, with automation, it takes about 40 minutes."
"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."
"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."
"CA Technologies support is excellent."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"This is really easy solution to scale up and get get going to add new catalog items."
"Zendesk has helped us to increase productivity and has reduced the time between when a ticket is opened and when it is completed."
"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."
"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."
"Zendesk is a very good product."
"We have improved the service to clients, creating great support and managing relationships."
"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."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
 

Cons

"When comparing the code under version checks, although there is a change done, it doesn't say so because the change is done at the variable level and not in the line of code."
"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult. However, I am skilled enough to get through it. There were some balancing issues that my other team members had to manage. They are having difficulty in balancing when I checked the architecture properly. We determined later that there was no need for a load balance to be done on the servers. We didn't do any load balancing and then the elastic search was not done."
"The product is not the best that it could be. There is always room to improve it a bit more. They are heading in the right direction with their innovations."
"In A2019 the dependencies that are being downloaded take a longer time that should be reduced. Migration utility should be provided so we can easily migrate from lower versions to higher versions."
"Automation Anywhere is a tool. It is not able to go ahead and extract the hand-written documents."
"Our tool is a bit slow, as it's a legacy tool. Automation Anywhere is having some issues when running back."
"I would like to have the ability to schedule bots by whichever one is available."
"We will be running error handling for 8,000 process and the system will fail."
"Usability for IT analysts could be improved."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"We had a lot of issues with non-Windows servers during implementation."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"It loses points because it’s not GUI enough, too code-y."
"Flexibility to customize."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"Not that it was particularly difficult, but we needed direct assistance from Zendesk for the implementation."
"The reports could be more fine tuned to enable better handling of tickets by individual agents and teams."
"Merging tickets is very time consuming; maybe the system can automatically merge tickets that are related and on the same topic."
"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."
"Report Generator needs to be improved."
"There are various aspects of this product that need improvement such as its flexibility, price, and installation."
"I do not have any specific examples for ROI because I was not paying for this application."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
 

Pricing and Cost Advice

"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"Costs savings have been seen by employing bots for multiple shifts instead of people."
"The cost can be reduced a little for users."
"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."
"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""
"The licensing cost for Automation Anywhere is high."
"The certifications are free of cost."
Information not available
"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."
"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."
"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."
"From what I hear, Zendesk's pricing is a little expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
19%
Financial Services Firm
8%
Comms Service Provider
8%
Religious Institution
6%
Construction Company
11%
Financial Services Firm
9%
Manufacturing Company
8%
Outsourcing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
By reviewers
Company SizeCount
Small Business37
Midsize Enterprise21
Large Enterprise11
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
Ask a question
Earn 20 points
What is your experience regarding pricing and costs for Zendesk Support?
I actually have no idea about pricing, setup costs, and licensing. That was provided by our client, so they handled t...
What needs improvement with Zendesk Support?
The time saved or how quickly we resolve tickets now compared to before depends on the situation we are handling. If ...
What is your primary use case for Zendesk Support?
My main use case for Zendesk is for ticketing purposes. I was replying to customers over Zendesk, and I was also usin...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Oakwood Systems Group
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Serviceaide ChangeGear vs. Zendesk and other solutions. Updated: June 2026.
900,838 professionals have used our research since 2012.