


Zoho Desk and Zendesk compete in the customer service software category. Zoho Desk appears to have the upper hand due to its economical pricing and flexibility suited for startups and small businesses.
Features: Zoho Desk provides extensive customization, seamless integration with platforms like AWS Connect, and effective management of customer engagements across multiple channels. It is user-friendly and adept at handling inbound inquiries. Zendesk offers superior ticket management, integrations with business applications, and intuitive reporting features, along with a Help Center and multi-brand features designed for larger organizations.
Room for Improvement: Zoho Desk could improve its IT service management policy support, social media tracking, and integration capabilities with external tools, as well as offering more advanced customization options for layout designs. Zendesk faces criticism for its less intuitive admin console, limited customization options for triggers and macros, and desires for enhanced reporting capabilities and integration of side conversations. High licensing costs and customization limitations are also noted challenges.
Ease of Deployment and Customer Service: Zoho Desk supports flexible deployments in Public, Private, and Hybrid Clouds and is generally well-rated for technical support, though knowledge gaps are occasionally reported. Zendesk offers similar deployment options, including on-premises capabilities, and faces mixed reviews regarding customer service, indicating an opportunity to improve its support knowledge and response consistency.
Pricing and ROI: Zoho Desk is noted for its economical pricing and flexibility in subscription models, making it attractive to startups and small businesses with budget-conscious approaches. It is perceived as cost-effective with potential for positive ROI. In contrast, Zendesk is seen as more expensive, especially at the enterprise level, with additional costs for enhanced features and support. However, many users recognize the value Zendesk offers through its comprehensive customer experience capabilities and integration options, which may offset initial pricing concerns with long-term benefits.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Automation Anywhere has helped us save money.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Time saved is definitely a benefit because it puts all of our tickets in one spot.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
Whenever we need help, we can reach out to them, and they help us out.
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
The centralized control room allows us to orchestrate and manage bots seamlessly.
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
With the latest applications, there are no significant issues like freezing or crashing.
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
I did not face any slowdown issue in Zendesk; it smoothly handles a lot of tickets.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
It is more cost-efficient compared to all other RPA platforms.
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
It is not cheap, with costs ranging between 700 to 800 dollars per month.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.


| Company Size | Count |
|---|---|
| Small Business | 154 |
| Midsize Enterprise | 82 |
| Large Enterprise | 536 |
| Company Size | Count |
|---|---|
| Small Business | 37 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 2 |
| Large Enterprise | 1 |
Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.
Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.
What are the important features of Automation Anywhere?
What benefits should be evaluated in reviews?
In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.
Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.
Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.
What are Zendesk's most important features?Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.
Zoho Desk offers a user-friendly platform with customizable features that integrate seamlessly with other systems. It supports mobile access, automation, and comprehensive ticketing, making it suitable for managing customer engagement efficiently and providing flexible pricing options.
Zoho Desk is designed to enhance customer support operations with a robust ticketing system and an intuitive interface that facilitates easy configuration and extensive integrations. It supports multi-channel communication including chat, calls, and social media, providing tools to manage customer interactions seamlessly. Users benefit from AI-driven insights and team productivity tracking, which helps in managing service-level agreements and enhancing support efficiency. Though praised for its features, improvement areas include better integration capabilities, more knowledgeable tech support, improved IT service management, and more flexible customization options. Concerns about pricing, lack of lookup fields, and missing features like night mode are also noted. Organizations use it to consolidate inquiries from email and social media and integrate CRM systems for improved customer interactions and issue tracking.
What are the key features of Zoho Desk?Zoho Desk is extensively implemented in industries that focus on comprehensive customer support. Companies leverage its multi-channel support to handle emails, social media, and other channels effectively. It is frequently used in tech and service industries to track issues, manage SLAs, and enhance asset management processes. The integration with CRM systems allows businesses to align support operations with sales and service strategies.
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