XLCubed vs Zendesk comparison

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93% willing to recommend

XLCubed

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Executive SummaryUpdated on Mar 4, 2025

XLCubed and Zendesk operate in distinct categories, with a focus on business intelligence and customer support, respectively. While both offer valuable features, Zendesk's broader feature set and ease of deployment often give it an advantage despite customer service criticisms.

Features: XLCubed offers advanced excel integration, powerful data visualization, and in-depth analytical tools. Zendesk provides a comprehensive suite for customer service management, including ticketing, live chat, and automation features. Key differences lie in XLCubed's focus on data analysis and Zendesk's emphasis on enhancing customer interaction.

Ease of Deployment and Customer Service: Zendesk is known for its straightforward cloud-based deployment, allowing for quick implementation and flexibility, though some customer service aspects could improve. XLCubed, on the other hand, requires more complex on-premises setup, offering niche support suited for data-centric teams. Zendesk's rapid onboarding competes against XLCubed's specialized assistance.

Pricing and ROI: XLCubed usually involves higher initial costs due to its specialized nature and potential need for advanced technical expertise. Zendesk has a scalable pricing model focusing on long-term investment merits with broader use cases. The ROI from XLCubed can be significant for organizations prioritizing data, whereas Zendesk provides steady returns through enhanced customer service.

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

XLCubed vs. Zendesk

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Helped 860,168 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

XLCubed

Ranking in Reporting

32nd

Average Rating

7.6

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Reporting

16th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (21st), Help Desk Software (9th), IT Service Management (ITSM) (9th), Sales Force Automation (9th), Knowledge Management Software (4th), Community Platforms (3rd)

Mindshare comparison

As of July 2025, in the Reporting category, the mindshare of XLCubed is 0.4%, up from 0.2% compared to the previous year. The mindshare of Zendesk is 0.3%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Reporting

Featured Reviews

it_user1391316

Head of Finance Systems at NHS

Cost effective with great capability, performance, flexibility and visuals

In general, we're happy with the solution but we're always looking to see what else is out there. The thing we've struggled with is our partnership with Tagetik UK, the consultants, and the issue we had gaining access to consultants to develop the solution on our behalf. Thankfully we connected directly with XLCubed and now have a pretty close and good relationship with them so the earlier problem we had of actually getting resources to help us develop has now been solved. One of the things that we've been asking for and would like as an additional feature is a sort of benchmarking functionality. The ability to be able to benchmark, directly against the company digital corporate numbers. That said, there seems to be improved functionality within the latest release that could help us develop that further.

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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.

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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

"I am looking forward to testing their full graphics that are available, as they looked very interesting in the demo."

"Great capability, performance, flexibility, visuals, and the solution is also very cost effective."

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

"It's very convenient to use."

"The initial setup is simple and straightforward."

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

"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."

"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."

"It is a scalable solution."

"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."

More Zendesk pros

Cons

"There should be a better or an easier way to establish that connection to external sources."

"Would like the ability to be able to benchmark."

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

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

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

"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."

"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."

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

"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."

"The price of the solution should be reduced."

More Zendesk cons

Pricing and Cost Advice

"14,000 Pounds per year for licensing."

"I am still using the two-week trial, but at first sight, the price is reasonable."

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

"The price is very competitive."

"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."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

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Computer Software Company

24%

Financial Services Firm

Educational Organization

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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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 ...

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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.

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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 ...

See all answers

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Product Reports

Reporting

Download XLCubed product report

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Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Produce insightful, interactive reports on, company-wide metrics for any business audience. Now all in Excel.
Pixel-perfect financial reporting with the skill sets you already have. No IT required.
Meet XLCubed: The data-connected Excel add-in for all your reporting needs.

Fluence Technologies

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

Marshalls Ltd, BP Exploration and Production, Thorntons, Ted Baker, Bristol-Myers, Rank Group, ING Bank Genve, Cargill Value Investment, Chloride Power, Auchan, Erste, UEFA, Novartis, Porsche Informatik, Raiffeisen Bank International

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

XLCubed vs. Zendesk