What users are saying about
Top Rated
159 Ratings
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Top Rated
463 Ratings
Top Rated
159 Ratings
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Score 7.9 out of 101

Zendesk

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Top Rated
463 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.3 out of 101

Likelihood to Recommend

Adobe Experience Manager

Adobe Experience Manager is great for managing a collection of sites in a manner that ensures all the sites are on-brand (adheres to an organization's image guidelines) and that also ensures that each individual site is not too rigid; the content on each site can still be customized to appeal to the intended audience.
Tolulope Lawal profile photo

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson profile photo

Feature Rating Comparison

Security

Adobe Experience Manager
8.3
Zendesk
Role-based user permissions
Adobe Experience Manager
8.3
Zendesk

Platform & Infrastructure

Adobe Experience Manager
7.7
Zendesk
API
Adobe Experience Manager
7.4
Zendesk
Internationalization / multi-language
Adobe Experience Manager
8.0
Zendesk

Web Content Creation

Adobe Experience Manager
6.9
Zendesk
WYSIWYG editor
Adobe Experience Manager
7.6
Zendesk
Code quality / cleanliness
Adobe Experience Manager
6.9
Zendesk
Admin section
Adobe Experience Manager
7.5
Zendesk
Page templates
Adobe Experience Manager
6.8
Zendesk
Library of website themes
Adobe Experience Manager
5.4
Zendesk
Mobile optimization / responsive design
Adobe Experience Manager
7.0
Zendesk
Publishing workflow
Adobe Experience Manager
7.4
Zendesk
Form generator
Adobe Experience Manager
6.4
Zendesk

Web Content Management

Adobe Experience Manager
6.0
Zendesk
Content taxonomy
Adobe Experience Manager
7.0
Zendesk
SEO support
Adobe Experience Manager
6.2
Zendesk
Bulk management
Adobe Experience Manager
6.1
Zendesk
Availability / breadth of extensions
Adobe Experience Manager
5.6
Zendesk
Community / comment management
Adobe Experience Manager
5.3
Zendesk

Incident and problem management

Adobe Experience Manager
Zendesk
8.5
Organize and prioritize service tickets
Adobe Experience Manager
Zendesk
8.9
Expert directory
Adobe Experience Manager
Zendesk
7.7
Subscription-based notifications
Adobe Experience Manager
Zendesk
8.1
ITSM collaboration and documentation
Adobe Experience Manager
Zendesk
7.8
Ticket creation and submission
Adobe Experience Manager
Zendesk
9.3
Ticket response
Adobe Experience Manager
Zendesk
9.1

Self Help Community

Adobe Experience Manager
Zendesk
8.2
External knowledge base
Adobe Experience Manager
Zendesk
8.3
Internal knowledge base
Adobe Experience Manager
Zendesk
8.1

Multi-Channel Help

Adobe Experience Manager
Zendesk
8.4
Customer portal
Adobe Experience Manager
Zendesk
8.5
IVR
Adobe Experience Manager
Zendesk
8.1
Social integration
Adobe Experience Manager
Zendesk
8.0
Email support
Adobe Experience Manager
Zendesk
9.0
Help Desk CRM integration
Adobe Experience Manager
Zendesk
8.4

Pros

Adobe Experience Manager

  • It is easy for people who are not web designers to achieve an attractive and useful website
  • It is easy to manage users and their permissions
  • It allows users to assemble their digital assets in one place, for use on the web site
Diana Williams profile photo

Zendesk

  • Ticketing and Viewing tickets -- Zendesk has easy to create views which allow agents to see the tickets they need to complete their workflows. These are easily built by non-technical users and agents themselves so there is no bottleneck for IT to help when changes are needed.
  • Knowledge Base -- Zendesk provides a comprehensive knowledge base tool called Guide (formerly Help Center). This allows posting of articles for customers but is also the basis of tools such as AnswerBot which attempt to deflect tickets by automatically providing customers with articles that may solve their ticket.
  • API -- Zendesk has, hands down, the best API of any customer support provider, and it's right up there with the best APIs anywhere. The APIs are extremely well documented, comprehensive, and provide access to every piece of data in the Zendesk system without restriction. I'm sorry to say I can't say the same for Parature (Microsoft), Salesforce, QuickDesk, FreshDesk, or frankly ANY of the other tools we have migrated clients out of and into Zendesk.
Brendan Farrar-Foley profile photo

Cons

Adobe Experience Manager

  • Styling the front-end of the author interface can sometimes be challenging. Built in styles and HTML can be overwhelming until you get used to it. Having a less intrusive author output or defining a standard output per site could speed development.
  • Documentation is often outdated, keeping docs up to date and readily available is needed.
  • The local build process is slow and takes a lot of space. Reducing the overhead with local testing would be great!
Mike Plant profile photo

Zendesk

  • It's designed for one job, customer care. It's so amazing it's tempting to try to fit it into other roles. It won't do it well. Just let it solve that one problem for your company and integrate it with the other less awesome tools as needed.
  • The forums are only so-so as far as forums go. We did not mind but it could be a pinch point for acceptance.
  • The built in reports are not super. But the export and API integrations are, and external reporting is a breeze. Still, the built in is only ok.
  • Some folks can not adjust to the tag based rule logic for the workflows. If it makes sense to you you can automate it very well. If not you may get in a tangled mess.
  • It's not great for bureaucratic teams that want dozens of fields in a ticket. However I would say this is a bad business practice. Make any excuse you want but the essence of efficiency is inspired simplicity. If you enjoy tax forms stay away from Zendesk.
  • Per seat cost is high at the Enterprise level. The service level prices ramp exponentially and it can cause sticker shock.
Forest Basford profile photo

Likelihood to Renew

Adobe Experience Manager

Adobe Experience Manager 9.0
Based on 5 answers
If I had the choice to renew, I would. Adobe CQ is one of the better CMS's I've been able to use. It's well organized, fast and easy to use. Although it is a little high in price, the fact that it does a good job justifies the decision to renew
Cassie Lyn Dusute profile photo

Zendesk

Zendesk 10.0
Based on 37 answers
They handle the maintenance and it is not worth moving.
Jonathan Justin Lewis profile photo

Usability

Adobe Experience Manager

Adobe Experience Manager 10.0
Based on 2 answers
I personally feel that AEM is very intuitive to use from an authoring standpoint. The entire CMS was engineered around the author. Everything about AEM is geared to helping authors generate and maintain content. There are ways that tool tips can be customized so that any individual could simply hover over and be guided step by step on how to author web content
Vagner Polund profile photo

Zendesk

Zendesk 9.0
Based on 13 answers
Advanced features are only really available via APi, There is a different infrastructure and application layout between the user and agent interface.
Jonathan Justin Lewis profile photo

Reliability and Availability

Adobe Experience Manager

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer profile photo

Performance

Adobe Experience Manager

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
Blazing fast. Thats about it. It's really fast.
Chase Sheaffer profile photo

Support

Adobe Experience Manager

Adobe Experience Manager 9.0
Based on 1 answer
Its so far the best Content Management System, available in market.
No photo available

Zendesk

Zendesk 10.0
Based on 17 answers
The response speed from their support team could be quicker.
Eric Johnson profile photo

Online Training

Adobe Experience Manager

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
Training was useful and provided us with the resources needed to take our helpdesk to the next level.
Joe London profile photo

Implementation

Adobe Experience Manager

Adobe Experience Manager 8.7
Based on 2 answers
Depending on your individual needs, It is really quite simple to create an authoring experience for a website that looks really good. I have been part of many implementations and many teams and have seen many projects that were super successful and others that were not implemented well. AEM has room for a lot of flexibility in the implementation process compared to other CMS like SharePoint
Vagner Polund profile photo

Zendesk

Zendesk 9.0
Based on 17 answers
It's working exactly as intended.
Eric Johnson profile photo

Alternatives Considered

Adobe Experience Manager

This was a C-Level decision.
Meghan Hays profile photo

Zendesk

I have used a lot of very old ticketing systems which aren't on here. Zendesk being cloud-based gives us automatic updates and keeps us with the newest features. It is super simple to configure and has a lot of customizable features. It is also very easy to put your own branding on it which looks very professional to the end user.
Sam Othman profile photo

Return on Investment

Adobe Experience Manager

  • AEM allows authors to push content live in a matter of minutes. This has greatly increased launch times for business.
  • Good integration with Adobe Marketing suite allows for analytics.
  • Poor documentation of the system proves a challenge for developers and administrators.
No photo available

Zendesk

  • I like the rollup each month on how our response rate is going
  • It pushes us to keep response time low
  • We like to clear the ticket queue out each day
Chris Barretto profile photo

Pricing Details

Adobe Experience Manager

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

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