No more typing reviews! Try our Samantha, our new voice AI agent.

Xurrent vs Zendesk comparison

Why PeerSpot?
Sponsored
 

Comparison Buyer's Guide

Executive SummaryUpdated on Feb 1, 2026

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
6.8
Number of Reviews
668
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 (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (31st)
Zendesk
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
70
Ranking in other categories
CRM Customer Engagement Centers (3rd), CRM (7th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (8th), Knowledge Management Software (3rd), AI Customer Support (10th), AI IT Support (4th)
 

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.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.
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

"Document Automation plays a very good role for document processing."
"Scalability is one of the best things about most of the RPA bots. Once you create one, scalability is just about multiplying them."
"Since it is based on the cloud, it is a highly scalable product. It is easy to deploy, has a very good UI, and the bots can be easily deployed with no issues."
"Object cloning is one of the main features that are using. We are very happy with it. as It has enabled us to capture a lot of things on screen and use them."
"Automation is going to become a new area we will certainly encourage a lot of people to pursue because of the lasting dividends it provides, including saving time and manpower."
"My experience with the deployment has been very good."
"If you are looking for a fast solution using minimal resources not requiring an advanced programming skill set this is your product."
"Business users utilize Bot Insight dashboards to get analysis."
"The solution is highly stable."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"I like their request management as well as their project management."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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."
"Zendesk might seem a bit pricey at first, but once you get down to what value Zendesk can provide your company - both in terms of saved working hours, happier customers and CX data from multiple channels, it's well worth it!"
"Largely, we have been happy with its capabilities."
"I'd say that the integration options that Zendesk offers are the most valuable features to our team."
"Our company is based on this model and wouldn't be as successful as we are today without this support structure in place."
"We chose Zendesk because of its ease of use and the projected ROI."
"It is easy to use, highly customizable and makes our work faster."
 

Cons

"There is a small thing from a development point of view. There should be a static site box for finding any command if I am writing a code. If there are hundreds of functions, you can only scroll up and down to find one each one. There should be a site box where we can find the commands and easily use them."
"We encountered issues during the upgrade of the framework."
"It takes a lot of effort to build up the internal infrastructure/topics like Virtual Machine/Security/development-Governance/Usecase-Management."
"Additional features should involve the Cognitive Section where we need more Advance solutions involving ML & AI."
"Blue Prism is more secure than Automation Anywhere. E.g., Blue Prism has a system that is difficult to penetrate. You can't simply go into their system and make any changes."
"We could use more accuracy with IQ Bot."
"I hope that Automation Anywhere can further optimize its bots to help automate tasks with Microsoft Word documents and Microsoft PowerPoint documents because, in most organizations, there is a lot of reporting required."
"The IQ Bots need more out-of-the-box models to lessen the time required for model training. Their competitors provide more built-in models, which enhance capabilities in document processing."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
"Asset Discovery is a feature that should be added."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"The stability was a problem as our help desk grew. The product would need work on its stability (system hangs) and being able to handle larger groups."
"The reports could be more fine tuned to enable better handling of tickets by individual agents and teams."
"The dashboard could be better."
"It's expensive."
"Zendesk Guide's customization could be improved; I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself."
"I would like to see improvement in the "trigger" sections and "macros" as well."
"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."
"We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized."
 

Pricing and Cost Advice

"There is an annual subscription for Automation Anywhere."
"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."
"The cost is anywhere between $10,000 and $100,000."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"The solution's pricing is pretty decent."
"It is reasonable, but it can always be a little bit cheaper."
"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
"The pricing is expensive."
"It is the most affordable because it is priced per month per user."
"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."
"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."
"The price is very competitive."
"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."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
920,929 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Outsourcing Company
13%
Comms Service Provider
12%
Computer Software Company
8%
Construction Company
7%
Outsourcing Company
10%
Construction Company
10%
Financial Services Firm
9%
Comms Service Provider
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
No data available
By reviewers
Company SizeCount
Small Business37
Midsize Enterprise22
Large Enterprise12
 

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?
My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to...
What needs improvement with Zendesk Support?
Regarding my main use case for Zendesk, it is really easy to use, but one of the cons I have with it is that it takes...
What is your primary use case for Zendesk Support?
On a day-to-day basis, I use Zendesk to track, manage, and work on my cases. I also use it to upload information secu...
 

Comparisons

 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
4me
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
Information Not Available
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Xurrent vs. Zendesk and other solutions. Updated: November 2026.
920,929 professionals have used our research since 2012.