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Top Rated
150 Ratings

Zendesk

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Top Rated
423 Ratings
Top Rated
150 Ratings
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Score 7.9 out of 101

Zendesk

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Top Rated
423 Ratings
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Score 8.3 out of 101

Add comparison

Likelihood to Recommend

Adobe Experience Manager

If you have a number of smaller parts of your organization that you want to maintain the same look & feel as the rest of the organization, it is easy to create a base site and then let them customize. Also, if you have contributors of content who are not involved in the web site maintenance - our professors, for example - they can enter the text on a basic page which is then incorporated through tagging
Diana Williams 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
8.2
Zendesk
Role-based user permissions
Adobe Experience Manager
8.2
Zendesk

Platform & Infrastructure

Adobe Experience Manager
7.6
Zendesk
API
Adobe Experience Manager
7.5
Zendesk
Internationalization / multi-language
Adobe Experience Manager
7.7
Zendesk

Web Content Creation

Adobe Experience Manager
7.0
Zendesk
WYSIWYG editor
Adobe Experience Manager
8.2
Zendesk
Code quality / cleanliness
Adobe Experience Manager
7.0
Zendesk
Admin section
Adobe Experience Manager
7.5
Zendesk
Page templates
Adobe Experience Manager
6.9
Zendesk
Library of website themes
Adobe Experience Manager
5.5
Zendesk
Mobile optimization / responsive design
Adobe Experience Manager
7.0
Zendesk
Publishing workflow
Adobe Experience Manager
8.0
Zendesk
Form generator
Adobe Experience Manager
6.3
Zendesk

Web Content Management

Adobe Experience Manager
6.1
Zendesk
Content taxonomy
Adobe Experience Manager
6.6
Zendesk
SEO support
Adobe Experience Manager
6.5
Zendesk
Bulk management
Adobe Experience Manager
6.1
Zendesk
Availability / breadth of extensions
Adobe Experience Manager
6.1
Zendesk
Community / comment management
Adobe Experience Manager
5.4
Zendesk

Incident and problem management

Adobe Experience Manager
Zendesk
8.3
Organize and prioritize service tickets
Adobe Experience Manager
Zendesk
8.8
Expert directory
Adobe Experience Manager
Zendesk
7.5
Subscription-based notifications
Adobe Experience Manager
Zendesk
7.9
ITSM collaboration and documentation
Adobe Experience Manager
Zendesk
7.6
Ticket creation and submission
Adobe Experience Manager
Zendesk
9.2
Ticket response
Adobe Experience Manager
Zendesk
9.0

Self Help Community

Adobe Experience Manager
Zendesk
8.1
External knowledge base
Adobe Experience Manager
Zendesk
8.2
Internal knowledge base
Adobe Experience Manager
Zendesk
7.9

Multi-Channel Help

Adobe Experience Manager
Zendesk
8.2
Customer portal
Adobe Experience Manager
Zendesk
8.4
IVR
Adobe Experience Manager
Zendesk
7.7
Social integration
Adobe Experience Manager
Zendesk
7.8
Email support
Adobe Experience Manager
Zendesk
8.9
Help Desk CRM integration
Adobe Experience Manager
Zendesk
8.3

Pros

  • Easy content authoring by using drag-n-drop components.
  • Strong workflows support. You can quickly implement review-approve workflows. DAM Workflows can create different renditions of uploaded images by default.. For example create thumbnail image, small image, large image, adding text on image.. all these feature are out of the box
  • OOTB Social integration feature. You can quickly integrate with facebook, pinterest and share your content there.
  • Easy to launch multiple site from source site using live copy feature. You can launch child site from parent site with content subset. For example... for different region of same language you want to launch the site with minimal content.
  • Content fragment, Experience fragment making authors life easy..They can create content in advance that can be used on multiple pages.
  • OOTB integration feature provided for Adobe analytics, Adobe target. Obviously, you need separate license for analytics and target
  • OSGi support. Project can be divided into multiple sub-projects and can be deployed/un-deployed without affecting other deployed projects. Using runmodes, you can impose different configurations for different environments.
  • Easy User management and permission control.
  • Adobe provides OOTB caching plug-in for webserver that can be used to clear cache automatically on content change. You can specify the rule what you want to cache or not.
  • Reporting made easy... DAM asset reports, page reports, click reports are available OOTB..
Sujeet Sharma profile photo
  • 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

  • Components were introduced to reduce the development & authoring time by reusing them. With some clients, it worked very well because they had page structure and content like that. But if you have UI requirements that can not support component re-usability then your life will be difficult. You will end up creating more and more components in the hope that they will be utilized one day some where on some page... Although you can achieve re-usability by creating smaller customizable component but then again it will increase your development time. In a Nutshell, you will not save development time.
  • Osgi was a great concept. AEM Developer used to write the most of business logic in them but due to adaptation of micro-services, now everybody wants to implement business logic in there instead of AEM internal OSGi. If your architecture had micro services then power of Osgi is useless for you, you will just use 10-20% of it which will bring no big value.
  • License of AEM is super costly, not every organization can afford it. Once you have implemented AEM, it will be hard to get rid of it. Getting rid will mean another investment.
  • Like other products, AEM also releases new versions. Upgrades to new versions never happens smoothly. Means organization needs to spend more money to upgrade the servers.
  • You need a big infrastructure to deploy AEM server setup. Each setup needs at least 3 machines, one for author, one for publisher and one for dispatcher. This means spending more money on maintenance.
  • TouchUI is confusing sometimes for everyone i.e business, authors, developers.
Sujeet Sharma profile photo
  • Advanced automation is lacking. Many functions, such as actions based on the contents of a text field, are not available in the built in automation tools. This is often a surprise to users who consider this basic functionality. Instead, custom scripts must be built to accommodate fairly simple actions.
  • License cost -- many clients complain of higher licensing cost vs. competitors.
Brendan Farrar-Foley profile photo

Likelihood to Renew

Adobe Experience Manager9.0
Based on 5 answers
We had and still have a fantastic experience using Adobe CQ. Lots of flexibility, great integration with other Adobe products we already use and a powerful technology make it a great fit for our corporate environment. Also as the community grows, it makes it easier to network with other developers and users to get new ideas on how to continue to get the best out of the software.
Fernando Galeano profile photo
Zendesk10.0
Based on 37 answers
We have no significant issues with the tool, so given the cost of retooling our processes to adapt to a new tool, it would have to offer a major improvement on Zendesk. Given that Zendesk is a leader in hosted ticket systems, I can't imagine what those major improvements might be that would urge us to switch.
Sean Beckett profile photo

Usability

Adobe Experience Manager10.0
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
Zendesk9.0
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

No score
No answers yet
No answers on this topic
Zendesk8.6
Based on 13 answers
We had no delay in implementing the product once our account was setup.
Jonathan Hatch profile photo

Performance

No score
No answers yet
No answers on this topic
Zendesk8.0
Based on 10 answers
Zendesk will work as fast as your internet will let it. Simple as that.
Colby Wood profile photo

Support

Adobe Experience Manager9.0
Based on 1 answer
Its so far the best Content Management System, available in market.
No photo available
Zendesk10.0
Based on 17 answers
The response speed from their support team could be quicker.
Eric Johnson profile photo

Online Training

No score
No answers yet
No answers on this topic
Zendesk7.9
Based on 9 answers
They were knowledgable and thorough!
Jonathan Hatch profile photo

Implementation

Adobe Experience Manager8.7
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
Zendesk9.0
Based on 17 answers
Fast and friendly, training was well laid out
Joe London profile photo

Alternatives Considered

Have used a handful of other content management systems, all of which tend to be either proprietary or freeware -- and the latter presents a security issue. Adobe Experience Manager is easily the most feature-rich content management system I have used, but more features sometimes comes with inconveniences -- taking longer to load when accessing remotely (times out on slow Internet connections), slower taxonomy tagging, etc. It is also the most well-supported system I have used; Adobe is more responsive than most if glitches happen or in response to changes in Google practices for SEO, etc
Courtney E. Howard profile photo
Zendesk is a good software. It's not perfect but it can be just what a company needs contingent on how they use it and take advantage of what it has to offer. As with anything, the tools are there, it's up to the company to capitalize on its resources to make a better customer experience.
Kenyata Garner profile photo

Return on Investment

  • We have a lot of work for AEM, it's very popular currently
  • Clients seem very happy with AEM, mostly when they are not assisting in development
  • Overall a lot of work has been won because of our AEM expertise
No photo available
  • Positive Impact: We have more visibility into our customer support process than ever before
  • Positive Impact: Our sales reps are getting more involved in customer success and caring more about their clients post sale
  • Positive Impact: We have been able to integrate internal systems to get rid of data and knowledge silos
Greg Larsen 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