ConnectWise PSA vs Zendesk comparison

Why PeerSpot?

ConnectWise and Zendesk are both solutions in the Help Desk Software category. ConnectWise is ranked #15 with an average rating of 8.0, while Zendesk is ranked #3 with an average rating of 7.5. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

ConnectWise PSA and Zendesk compete in the business solution software category. ConnectWise PSA has the upper hand in customization and integration, while Zendesk is noted for its simplicity and efficiency.

Features: ConnectWise PSA provides robust IT service management, project management, and billing integration, which is beneficial for IT businesses. Zendesk focuses on customer interactions with strong ticketing systems, self-service, and omnichannel support. These differences highlight ConnectWise PSA’s focus on IT operations, while Zendesk enhances customer support experiences.

Room for Improvement: ConnectWise PSA could improve in response time of customer support, ease of initial deployment, and lowering complexity in setup. Zendesk could benefit from enhanced integration capabilities, more customization options, and improvements in handling high volumes of tickets more efficiently.

Ease of Deployment and Customer Service: ConnectWise PSA's deployment is complex, focusing on long-term customization, which often requires more setup assistance. Zendesk features a simpler deployment process, leading to quicker implementation and easier adaptation. Zendesk's customer service is faster and more efficient, while ConnectWise PSA offers detailed support with potentially slower responses.

Pricing and ROI: ConnectWise PSA often has a higher initial setup cost due to its customization potential, offering strong ROI for IT workflow optimization. In contrast, Zendesk's pricing is more accessible with quicker ROI, making it ideal for businesses prioritizing customer service efficiency over extensive integration.

To learn more, read our detailed ConnectWise PSA vs. Zendesk Report (Updated: September 2026).

Buyer's Guide

ConnectWise PSA vs. Zendesk

September 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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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.

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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

"It is very user-friendly. The AI capability that nowadays I am seeing in Automation Anywhere is very good. They have plug-and-play AI solutions."

"It saves time. It has saved 4,000 to 5,000 hours for one large complex process."

"We work in the business process outsourcing arena, it has improved our organization mainly around freeing up people to do other things and that can be quite large numbers, in the high tens, even hundreds of people that can be freed up to do other work."

"AA RPA has drastically reduced speed of execution and thus turn around time of processes, ensuring all service level agreements are met and our customers get a great experience."

"One thing that I want to highlight AA for is their security standards."

"I find Automation Anywhere (AA) to be really fast on the development side."

"At the end of the day, the effort that you put in has exponential benefits, giving you many advantages from your lines of code, which is amazing."

"The universal recorder is a kind of hybrid recorder that enables the user to record the data across devices."

More Automation Anywhere pros

"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."

"We use this solution because it does everything we need as opposed to other programs that are always missing one feature or another."

"ConnectWise lets us know when customers are looking at our quotes, so we know to reach out to them later."

"It's definitely one of those tools that is super powerful."

"We are able to use our ticket system to track any remediation of a device stored in our configurations."

"It's a nice ticketing system."

"We're using the solution for ticketing and billing, and those features are useful."

More ConnectWise PSA pros

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at."

"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 is a very good product."

"It forced the organization to rethink sub-par work processes and enabled us to work smarter."

"We have found the stability to be quite good."

"Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform."

"To be honest with you, I thought Zendesk was a very good product."

More Zendesk pros

Cons

"We have explored the AI Agent Studio in our automation process, and we have done some POCs with a couple of use cases that created value for us. However, we have encountered some technical challenges, which is why we haven't proceeded with production yet."

"Automation Anywhere could use to be more stabilized."

"It is not able to use OCR effectively and has limited usability."

"They are already working on this: The boom of generative AI, the next-gen technologies, including advanced AI and ML technologies, are in the roadmap. I would like to see more and more AI integration and a bit more analytics. That would be great."

"The UI could be made better because the UI in Version 11 was better and easier as compared to a2019."

"New versions keep coming up. The challenge for us is to have the downtime to do the migrations. This could be improved upon. We would like fewer version changes and upgrades happening to the application. While the downtime is not that much, depending on the business processes, there are times few critical processes are running on a daily or hourly basis. We would expect the downtime to be even less for them."

"With Oracle and ServiceNow, there seem to be challenges. With SAP, it worked very well."

"The capability of understanding and extracting documents is not very good."

More Automation Anywhere cons

"The cloud platform has some slow days, which is an issue."

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."

"The speed could be better, and the reporting could be a lot better."

"Not a good ticketing system"

"Sometimes it is a little bit slow, which is the only complaint I have about it."

"It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult."

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."

More ConnectWise PSA cons

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

"I would also mention that the Zendesk app on iOS is not very good."

"The reports could be more fine tuned to enable better handling of tickets by individual agents and teams."

"Report Generator needs to be improved."

"I really wish they had a chat feature - like Olark for example."

"We needed to code stuff on our side due to business specific needs which Zendesk could not account for."

"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."

"It needs to have a more intuitive application of macro’s in changing ticket statuses."

More Zendesk cons

Pricing and Cost Advice

"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."

"It's cheaper than other similar solutions."

"The price of this product is good."

"Based on what I've heard, it's costly, but I don't know much about its pricing."

"I do not know the price, but I am told that it is cheaper than UiPath."

"Automation Anywhere is flexible in terms of costing and licensing."

"I've seen the price vary by whether the client is going to scale and adopt a tool."

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

More Automation Anywhere pricing and cost advice

"We're paying $940 a month for 14 users."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"The pricing of ConnectWise Manage is reasonable."

"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."

"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."

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

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

16%

Outsourcing Company

11%

Performing Arts

Financial Services Firm

Outsourcing Company

10%

Construction Company

10%

Financial Services Firm

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	37
Midsize Enterprise	22
Large Enterprise	12

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...

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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...

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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.

See all answers

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

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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...

See all answers

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...

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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...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs ConnectWise PSA

Compared 11% of the time

JIRA Service Management vs ConnectWise PSA

Compared 8% of the time

IT Care Center vs ConnectWise PSA

Compared 7% of the time

Freshservice vs ConnectWise PSA

Compared 5% of the time

Zoho Desk vs ConnectWise PSA

Compared 4% of the time

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ServiceNow vs Zendesk

Compared 7% of the time

Freshservice vs Zendesk

Compared 4% of the time

JIRA Service Management vs Zendesk

Compared 4% of the time

Microsoft Dynamics CRM vs Zendesk

Compared 2% of the time

Freshdesk vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

September 2026

Download ConnectWise PSA product report

Buyer's Guide

Zendesk

August 2026

Download Zendesk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

ConnectWise Manage

Zendesk Support, Zendesk Guide, Zendesk Sell

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

Zendesk

Overview

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?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

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.

Automation Anywhere

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

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?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

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.

Zendesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

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

Buyer's Guide

ConnectWise PSA vs. Zendesk

September 2026

Free Report: ConnectWise PSA vs. Zendesk

Find out what your peers are saying about ConnectWise PSA vs. Zendesk and other solutions. Updated: September 2026.

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