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Xurrent vs Zendesk comparison

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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

"The initial setup was straightforward. It is a very guided experience: out-of-the-box with Automation Anywhere University training."
"Automation Anywhere has impacted our efficiency and productivity in a very positive way since we are shutting down a very manual process."
"A project that we automated: A person used to spend about eight to twelve hours every week to finish the process. The bot finishes it in half an hour. Now, the person just reviews it, then passes along the information. This has helped our organization because originally EMEA and APAC would not receive the files the same day that they were processed. But because the bot only takes a half an hour, everyone can now receive the files on the same day."
"The bot creation process is easy, manageable, and everything is well-organized for a developer. Everything is centralized."
"We valued the ease of use, when we were thinking about scaling out to the business. The recording feature, while not a developer tool - it is a tool for a business user who may not possess the thought process of a developer - we valued that in our evaluation."
"Many tasks take a long time for a person to do them. Automation Anywhere enables us to do those jobs in less time."
"Automation Anywhere helped multiple clients to save a lot of data entry time and have automated almost every repetitive task, and AA Control Room helped to manage the operations of both attended and unattended automations and have helped a continuous run of the bots saving hundreds of thousands of dollars."
"Automation Anywhere has improved my company significantly; earlier we were dependent on the client installed on local machines, but now it is completely web-based, so we don't have to worry about having a dedicated VM."
"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 solution is highly stable."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"It works really well, is very seamless, and is very good software."
"We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request."
"It's very convenient to use."
"If their price is acceptable, I would recommend using Zendesk to all companies whose clients and employees need a simple way of raising issues."
"The ROI is amazing."
"It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses."
"Zendesk Support has a lot of good APIs."
"Of the several different help desk ticket systems I have used Zendesk was the easiest to learn and use during a call."
 

Cons

"The Automation Anywhere University courses have helped us, but it could improve some things, like how the courses are designed."
"The platform has good capabilities, but it could improve by providing more development options."
"There are many bots available on the Bot Store. However, my developer told me that he was unhappy with the quality of the bots available."
"IQ Bot requires a significant improvement for its data detection and data retention, mainly from the previously trained documents: regarding the document's format, layout, data contained within the document, the type of data that needs to be extracted."
"If I build a bot today and don't use it, however, in several months, someone tries to use it, there's a 30-40% change the bot will fail in one or two areas."
"The regional distribution in Turkey can be improved."
"I would rate Automation Anywhere's support a four out of ten because the support is horrible for all customers."
"I would like to see more bots available right out-of-the-box in the SAP area."
"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."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"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."
"They need to fix the email thread response problem."
"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."
"It could use better analytics for trend tracking as well as the ability to tie the customer support and sales items together."
"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. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"When we used this solution for sales it turned out to be very poor."
"The solution could integrate better with QR codes from some websites such as Facebook."
"It would be easier to setup if there was metadata available and an API guru resource available."
"The reports could be more fine tuned to enable better handling of tickets by individual agents and teams."
 

Pricing and Cost Advice

"It's somewhat pricier than some of the other tools that we've used, and the breakout between the different applications is also somewhat costly. If they can make it a little more cost-effective or bundle packages a little bit more, that would be beneficial."
"Automation Anywhere's pricing is significantly higher than other RPA solutions."
"It's a bit expensive compared to other RPA tools on the market."
"We have seen about a 10 percent monetary savings."
"The cost for scalability is much cheaper than developing a new system."
"The Automation Anywhere license is affordable and not complex."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"Our costs are approximately between $5,000 to $10,000 per license."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
"It is the most affordable because it is priced per month per user."
"The pricing is expensive."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"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."
"The price is very competitive."
"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."
"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."
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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
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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...
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.
920,769 professionals have used our research since 2012.