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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
6.9
Number of Reviews
661
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) (30th)
Zendesk
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
70
Ranking in other categories
CRM Customer Engagement Centers (2nd), CRM (5th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (7th), Knowledge Management Software (3rd), AI Customer Support (8th), 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

"When considering all the facts, this is one of the most user-friendly RPA tools that I have worked with."
"With Discovery Bot, we can even have our business people enabled with process finding and do an evaluation on whether it can be converted into an opportunity."
"Document Automation plays a very good role for document processing."
"What really helps RPA to grow is the cognitive part of it. That's where the product is really good. Initially, it started out as RPA, but now there is a cognitive aspect to it. That's a key value to it."
"Our business has seen a good return on investment with Automation Anywhere, and they are so pleased that they are requesting to add more processes."
"Without thinking twice, I would recommend going for Automation Anywhere."
"During the digital transformation of a company, the number of internal portals and applications increases leading to an increased number of data silos."
"The support team responds quickly."
"I like their request management as well as their project management."
"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 offers a comprehensive set of features without requiring additional payments for each feature."
"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."
"Zendesk has positively impacted my organization because the interface is quite good, easy to use, and has a user-friendly UI."
"In a nutshell, it's a great tool that allows you to manage all your customer service issues in one location."
"The most valuable feature was its simplicity as it was made easy to use."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The JIRA integration has helped tremendously with bug tracking and timely resolution."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"Zendesk is a great product but find a software package that will work best for your team and company."
 

Cons

"As a business user, I would like to have a feature wherein the bot is run on demand, whenever an email with a specific keyword or whenever a specific pers sends an email to the bot's email address."
"Had we had access to the RPA bots in advance, we would have practiced before fully implementing."
"There should be a way to avoid recoding everything whenever there's an upgrade to the latest version."
"I am looking into IQ Bot, but I wanted more out of it. I am dealing with a lot of scanned documents. I want to see if Automation Anywhere can scan client emails for us because our clients send emails with some incidents and issues. We want to see how automation can automatically do the processing and create some structured data or automate bots to get work done."
"I could not say it's a stable product, because when you move in the market, there are many companies are there."
"One area that Automation Anywhere can improve is the debugging experience."
"There could be more training provided by Automation Anywhere."
"For smaller teams and during the onboarding, it takes a little while to figure out how to make things work."
"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 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."
"Merging tickets is very time consuming; maybe the system can automatically merge tickets that are related and on the same topic."
"For smaller environments, some type of tutorial or walkthrough would be helpful for first time users."
"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."
"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."
"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."
"There is an option, I would like to see, the ability to group my requests into different states."
"Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues."
"Most of the time, if a particular candidate has too many documents, it really takes some time to load."
 

Pricing and Cost Advice

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."
"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."
"The pricing model can be a bit more flexible."
"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."
"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."
"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."
"The cost can be reduced a little for users."
"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."
"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."
"It is the most affordable because it is priced per month per user."
"The pricing is expensive."
"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."
"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."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Outsourcing Company
12%
Comms Service Provider
11%
Computer Software Company
9%
Construction Company
8%
Outsourcing Company
10%
Construction Company
10%
Financial Services Firm
8%
Comms Service Provider
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
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: September 2026.
913,806 professionals have used our research since 2012.