What users are saying about

Adobe Experience Manager

Top Rated
147 Ratings

Zendesk

Top Rated
402 Ratings

Adobe Experience Manager

Top Rated
147 Ratings
Score 8 out of 101

Zendesk

Top Rated
402 Ratings
Score 8.3 out of 101

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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

From the small to large business, there is very little I have found that is not possible with Zendesk. If there are tools you need to integrate with, they have it and what they might not (which is rare) you can build it either right inside of the Zendesk platform or use the API to extend it into every corner of the business. The biggest part of integrating a support tool is making sure that it does the basics very well and allows you to expand into where you are going. From supporting one single use case to multiple business segments and keeping it all tied together so integration to other platforms that are in use is all there. I also like the fact they have a nice low end package that allows for ticket sharing which can be a great way to get your partners to have an option to share tickets with them when you have shared customers.
Lou Gallo profile photo

Feature Rating Comparison

Security

Adobe Experience Manager
8.1
Zendesk
Role-based user permissions
Adobe Experience Manager
8.1
Zendesk

Platform & Infrastructure

Adobe Experience Manager
7.7
Zendesk
API
Adobe Experience Manager
7.5
Zendesk
Internationalization / multi-language
Adobe Experience Manager
7.9
Zendesk

Web Content Creation

Adobe Experience Manager
7.1
Zendesk
WYSIWYG editor
Adobe Experience Manager
8.3
Zendesk
Code quality / cleanliness
Adobe Experience Manager
6.9
Zendesk
Admin section
Adobe Experience Manager
7.2
Zendesk
Page templates
Adobe Experience Manager
6.9
Zendesk
Library of website themes
Adobe Experience Manager
5.8
Zendesk
Mobile optimization / responsive design
Adobe Experience Manager
8.0
Zendesk
Publishing workflow
Adobe Experience Manager
7.8
Zendesk
Form generator
Adobe Experience Manager
6.0
Zendesk

Web Content Management

Adobe Experience Manager
6.3
Zendesk
Content taxonomy
Adobe Experience Manager
7.2
Zendesk
SEO support
Adobe Experience Manager
6.9
Zendesk
Bulk management
Adobe Experience Manager
5.4
Zendesk
Availability / breadth of extensions
Adobe Experience Manager
6.5
Zendesk
Community / comment management
Adobe Experience Manager
5.3
Zendesk

Incident and problem management

Adobe Experience Manager
Zendesk
8.2
Organize and prioritize service tickets
Adobe Experience Manager
Zendesk
8.8
Expert directory
Adobe Experience Manager
Zendesk
7.3
Subscription-based notifications
Adobe Experience Manager
Zendesk
7.5
ITSM collaboration and documentation
Adobe Experience Manager
Zendesk
7.2
Ticket creation and submission
Adobe Experience Manager
Zendesk
9.2
Ticket response
Adobe Experience Manager
Zendesk
9.1

Self Help Community

Adobe Experience Manager
Zendesk
8.0
External knowledge base
Adobe Experience Manager
Zendesk
8.2
Internal knowledge base
Adobe Experience Manager
Zendesk
7.8

Multi-Channel Help

Adobe Experience Manager
Zendesk
8.1
Customer portal
Adobe Experience Manager
Zendesk
8.2
IVR
Adobe Experience Manager
Zendesk
7.4
Social integration
Adobe Experience Manager
Zendesk
7.7
Email support
Adobe Experience Manager
Zendesk
9.0
Help Desk CRM integration
Adobe Experience Manager
Zendesk
8.3

Pros

  • It's a drag and drop kind of platform, so building pages is very easy and you don't need coding abilities.
  • The ability to copy existing blocks and section from other pages is excellent! Instead of creating content from scratch, you can actually copy the section you want from an existing page, and paste it in your new page and update the content. This saves a lot of time!
  • The block/brick system is very clean and the results look very good!
  • You can easily embed videos from Youtube only by adding the Youtube ID. Very easy!
Vanessa Suarez profile photo
  • Zendesk gives everyone involved simple, clear data to track and manage issues or projects. For me the greatest help has been this repository of tasks I can come to everyday without worrying about whether I've forgotten something or not.
  • The basic bits of data have proven very valuable. Leveraging even the most basic data about response times, tickets all related to one specific issue, recurring areas of trouble has been and is continuing to be very encouraging.
  • Being able to give our staff direction on how they can get support helps everyone feel better about how our time is being used. Going from nothing to Zendesk has taken a lot of stress off of my plate, even with the lowest package, Starter.
Trevor Gerzen profile photo

Cons

  • It is hard to find people with the skill to develop solutions on AEM.
  • The TouchUI pales in comparison to the features found in the Classic UI. Developers have a hard time implementing solutions in the new Touch UI because the framework is lacking, where as in the Classic UI the framework is more robust. For example there are some out of the box classic UI widgets that allow developers to create key/value pair lists in dialogs. In touch ui that does not exists and developers are forced to implement custom solutions.
  • It is based on open source, so a lot of the code base is out there (except the proprietary AEM stuff, i.e. WCM). This means that between versions of AEM, there are major changes (they are good at backward compatibility however). This could be a good thing, but may be a bad thing if your company is more sensitive to big changes that come hard and fast. There are people out there developing on AEM 6.2, as if it were still AEM 5.6. They don't even know how to take advantage of the new features.
No photo available
  • The main functionality of Zendesk that has been apparently lacking to me is when a user creates a new ticket its not clear enough how they can follow along with that ticket specifically. I could see the default automated ticket creation response being focused more on allowing the creator to view that ticket online. A few users will send a new email, thus creating new tickets, before I get a chance to respond to their original ticket.
  • The app feels more limited than the website. I'm not sure that it actually is, but because it seems more focused on viewing than taking action I don't use it as much. I do find that when I want to do something from the app it's usually possible, I just feel that it could be simplified in terms of common actions being forefront. More so than the standard tab bar iOS UX/UI mechanism.
  • I'm not sure how you would implement this, but intercepting other support members chiming in on completed tickets or adding redundant comments.
Trevor Gerzen profile photo

Likelihood to Renew

Adobe Experience Manager9.0
Based on 5 answers
I'll continue to use this product for many years. Adobe is making it clear they are taking customer feedback seriously and there continues to be growing demand for Adobe CQ implementations. As a developer, I find that there is still lots of room in this platform to try new techniques and really keep our implementations up to par with the latest standards.
Curtis Mortensen 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
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Zendesk8.6
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

No score
No answers yet
No answers on this topic
Zendesk8.0
Based on 10 answers
There is always room for improvement, but overall, the product is great.
Jonathan Hatch 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 tools at your disposal with this system are limited to how much you set limits yourself. It ties to every social media platform, your website, provides live chat, video capture, knowledge base to allow customers to help themselves before/while contacting you. As far as customer service, it's fast, and allows you to provide quality customer service
Shane Swor 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
It is simple, and can be used right out of the box as-is.
Colby Wood profile photo

Alternatives Considered

This is one of the best java based Web CMS solutions and Adobe has done extremely well to connect all possible integrations required for digital marketing. The rest of the other vendors are still struggling for a complete solution.
Shishir Srivastava profile photo
Other platforms I have evaluated: Kayako, Fogbugz, Bugzilla, Assembla, FreshDesk.I ended up picking Zendesk for several reasons, but there was really 3 reasons why I ultimately picked them:1) Customization - Zendesk provides powerful capabilities for making sure your support portal looks and feels like a native part of your own product. Customers dont feel like they are being pushed off to some other service in order to receive support and that is very important to me. 2) Speed - Zendesk is fast. Really fast. Not just technically, but with their product design as well. I can load up and work on tickets at blazing fast speeds because they have designed the product to make sure you succeed in your task - help customers. With great macro integration, automation, rulesets, a fast AJAX interface, you can just knock tickets out one after another.3) Support & Education - When you sign up for Zendesk, you are getting more than a support platform. You are getting access to a support team that is there for you - technical issues, questions about proper ways to handle support, and even life advice. Ok, maybe not life advice, but they are seriously there for you with just about anything support related you need. But more than great support, you get education. Zendesk brings in experts and other Zendesk power users to host webinars, lectures, and events on top of all of their web based documentation in order to educate you on how to succeed with your support.
Chase Sheaffer profile photo

Return on Investment

  • Increase employee efficiency
  • Complete control of content by marketing team
  • Great user experience
Nadia Sweeting, MS profile photo
  • it allows for professional customer communication management
  • it helps the perception of good customer success team, which customers love and rely on
Yaron Lavi 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