Tines vs Zendesk comparison

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91% willing to recommend

Tines

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Executive Summary

We performed a comparison between Tines and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two AI IT Support solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Tines vs. Zendesk Report (Updated: February 2026).

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Tines vs. Zendesk

February 2026

Helped 885,311 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

Tines

Ranking in AI IT Support

24th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Threat Intelligence Platforms (TIP) (18th), Security Orchestration Automation and Response (SOAR) (12th), AI-Powered Security Automation (1st)

Zendesk

Ranking in AI IT Support

5th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

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 Customer Support (20th)

Mindshare comparison

As of March 2026, in the AI IT Support category, the mindshare of Tines is 0.8%. The mindshare of Zendesk is 7.1%, down from 11.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

AI IT Support Mindshare Distribution
Product	Mindshare (%)
Zendesk	7.1%
Tines	0.8%
Other	92.1%

AI IT Support

Featured Reviews

VikramSingh8

Security Delivery Manager at Accenture

Automation simplifies workflows with no code and excellent support

Reporting and dashboards could be more advanced for deeper analysis. Tines has its own dashboard, which displays information like how many stories have been created and how many automations have taken place. However, the reporting and dashboard are not advanced; they are quite basic, with fewer customizable options. The look and feel of the dashboard could be enhanced. Another area for improvement is in terms of documentation, as every tool and company has its own knowledge base.

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AmandaSanchez

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.

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

"One of the most valuable features is that it’s a low-code solution."

"The best advantage is the no-code automation, excellent customer support services, and ease of integration with other tools."

"The tool was vendor-neutral."

"The best thing is that it's no code, so it doesn't require coding knowledge."

"As I am a big fan of assigning tasks to people who are most skilled at doing them in a timely fashion, I found the auto-tagging function to be most valuable."

"The JIRA integration has helped tremendously with bug tracking and timely resolution."

"Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction."

"I'd say that the integration options that Zendesk offers are the most valuable features to our team."

"It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses."

"As per my experience Zendesk is a very impressive, efficient and convenient web based help desk application."

"This feature allowed our team organize and assign certain members to a particular group."

"It is easy to use, highly customizable and makes our work faster."

More Zendesk pros

Cons

"Tines was a little bit more expensive than Torq."

"Reporting and dashboards could be more advanced for deeper analysis."

"They started implementing some AI, and their AI is isolated."

"Maybe Tines can add more features and demonstrations, like videos on how to use the features within the tool."

"They need to fix the email thread response problem."

"The more customization you do, the slower it will be. Maybe this could be improved."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data."

"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."

"It could use better analytics for trend tracking as well as the ability to tie the customer support and sales items together."

"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."

"Support is not great. Their support is that specific support you get from a big American tech company."

More Zendesk cons

Pricing and Cost Advice

Information not available

"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."

"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."

"The price is very competitive."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

Computer Software Company

Healthcare Company

Manufacturing Company

Performing Arts

Outsourcing Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What needs improvement with Tines?

What is your primary use case for Tines?

I am Vikram Singh, I work for top service based multinational brand and I am responsible for delivering Tines services. Essentially, I am working on it, and I am leading one of the source services ...

What advice do you have for others considering Tines?

When you start working with Tines, ensure you pursue the Tines certifications. They offer these free certifications when they become your partner. Overall, I would rate Tines a nine out of ten.

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...

Palo Alto Networks Cortex XSOAR vs Tines

Comparisons

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Splunk SOAR vs Tines

Compared 14% of the time

Compared 11% of the time

Blink Ops vs Tines

Compared 8% of the time

Swimlane vs Tines

Compared 7% of the time

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ServiceNow vs Zendesk

Compared 12% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

Freshservice vs Zendesk

Compared 6% of the time

Freshdesk vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Security Orchestration Automation and Response (SOAR)

March 2026

Download Tines product report

Download Zendesk product report

March 2026

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Tines offers no-code and low-code automation for users to automate tasks without coding expertise, integrating seamlessly with APIs to enhance incident management and security operations.

Known for a vendor-neutral approach, Tines provides detailed documentation and live chat support, allowing for effective integration with other tools, scheduling capabilities, and streamlined processes that save time and effort. Users find it intuitive for efficient task handling, making manual intervention unnecessary. Challenges include the need for more comprehensive documentation and instructional videos, as well as improvements in AI integration and reporting aesthetics. Pricing is also noted as higher compared to alternatives.

What are the most important features of Tines?

No-code and low-code automation: Enables task automation without coding knowledge.
API integration: Facilitates enhanced automation for security operations.
Vendor-neutral approach: Promotes unbiased integration across various tools.
Detailed documentation: Provides users with comprehensive guides and support.
Scheduling capabilities: Allows users to automate workflows efficiently.

What benefits and ROI can users expect from Tines?

Time savings: Automates tasks to reduce manual processes.
Improved efficiency: Streamlines security operations, enhancing productivity.
Comprehensive task handling: Offers intuitive tools for managing complex tasks easily.

Tines primarily serves organizations in the security sector, automating security operations such as alert detection and managed detection and response. It's utilized extensively in security operation centers for tasks like phishing email processing, ticket creation, IOC investigations, and ticket assignments within enterprise security frameworks, with multiple teams delivering Tines services to enhance task handling efficiency.

Tines

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