What users are saying about
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Top Rated
517 Ratings
160 Ratings
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Score 7.9 out of 101

Zendesk

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Top Rated
517 Ratings
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Score 8.3 out of 101

Likelihood to Recommend

Adobe Experience Manager

Adobe Experience Manager is well suited for large organizations that need a powerful, comprehensive and robust CMS to manage multiple websites/translations of websites. It is also well suited for those who need a CMS that is well integrated with other systems such as analytics, targeting and email marketing, or those who want some fancy add ons like Adobe smart tags or AI-enhanced capabilities.It is also an expensive product with a steep learning curve, so it is less appropriate for smaller companies/individuals or those that don't need an overly robust system that is integrated with other digital marketing tools. If you're looking for a more affordable solution that is easy to pick up and play, go with a more basic WordPress or Joomla type option.
No photo available

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
8.6
Zendesk
Role-based user permissions
Adobe Experience Manager
8.6
Zendesk

Platform & Infrastructure

Adobe Experience Manager
7.7
Zendesk
API
Adobe Experience Manager
7.3
Zendesk
Internationalization / multi-language
Adobe Experience Manager
8.1
Zendesk

Web Content Creation

Adobe Experience Manager
6.9
Zendesk
WYSIWYG editor
Adobe Experience Manager
7.5
Zendesk
Code quality / cleanliness
Adobe Experience Manager
7.1
Zendesk
Admin section
Adobe Experience Manager
7.6
Zendesk
Page templates
Adobe Experience Manager
7.0
Zendesk
Library of website themes
Adobe Experience Manager
5.2
Zendesk
Mobile optimization / responsive design
Adobe Experience Manager
6.7
Zendesk
Publishing workflow
Adobe Experience Manager
7.3
Zendesk
Form generator
Adobe Experience Manager
6.7
Zendesk

Web Content Management

Adobe Experience Manager
6.0
Zendesk
Content taxonomy
Adobe Experience Manager
7.1
Zendesk
SEO support
Adobe Experience Manager
6.1
Zendesk
Bulk management
Adobe Experience Manager
6.3
Zendesk
Availability / breadth of extensions
Adobe Experience Manager
5.3
Zendesk
Community / comment management
Adobe Experience Manager
5.3
Zendesk

Incident and problem management

Adobe Experience Manager
Zendesk
8.6
Organize and prioritize service tickets
Adobe Experience Manager
Zendesk
8.9
Expert directory
Adobe Experience Manager
Zendesk
7.9
Subscription-based notifications
Adobe Experience Manager
Zendesk
8.3
ITSM collaboration and documentation
Adobe Experience Manager
Zendesk
8.2
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
8.3
External knowledge base
Adobe Experience Manager
Zendesk
8.4
Internal knowledge base
Adobe Experience Manager
Zendesk
8.2

Multi-Channel Help

Adobe Experience Manager
Zendesk
8.5
Customer portal
Adobe Experience Manager
Zendesk
8.6
IVR
Adobe Experience Manager
Zendesk
8.2
Social integration
Adobe Experience Manager
Zendesk
8.2
Email support
Adobe Experience Manager
Zendesk
9.0
Help Desk CRM integration
Adobe Experience Manager
Zendesk
8.6

Pros

Adobe Experience Manager

  • Adobe Experience Manager keeps your content separate from your layout which allows for a lot of flexibility in how you display your content.
  • Adobe Experience Manager integrates really well with other Adobe products like Adobe Analytics.
  • Adobe Experience Manager 's drag and drop interface makes it fairly easy to utilize with minimal familiarity.
Tolulope Lawal profile photo

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George profile photo

Cons

Adobe Experience Manager

  • Upgrading and applying patches can be hit or miss - I recommend backups because of the potential to damage the existing infrastructure
  • Space management is an issue - every change or request takes up space that can be reclaimed, but only through a complicated procedure done through command prompts. There was no documentation for this on their site and we had to use a third party to create the procedure. It has to be run manually.
  • There isn't a good backup system, particularly one that can be scheduled to run reliably.
Diana Williams profile photo

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo profile photo

Likelihood to Renew

Adobe Experience Manager

Adobe Experience Manager 9.0
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

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford 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 8.5
Based on 14 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

Adobe Experience Manager

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood profile photo

Performance

Adobe Experience Manager

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage 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 9.0
Based on 19 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce 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
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer 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
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor profile photo

Alternatives Considered

Adobe Experience Manager

I think AEM is specific to the client's needs and is not necessarily comparable to all other platforms. However, when compared feature to feature I think AEM many times is a leader in the industry. While WordPress has progressed in the WYSIWYG interface it is not there still today and this is truly where AEM shines against all of the other CMS platforms.
Mike Plant profile photo

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo profile photo

Return on Investment

Adobe Experience Manager

  • Our direct business landing pages have seen an increase in ROI since switching to Adobe Experience Manager.
  • Our non-direct pages have seen a severe drop-off in traffic and conversions since the switch to Adobe Experience Manager. The more creative, editorial-type content that used to be imperative to our site is now relegated to second tier. Just getting a "content hub" with this site was a beast of a project.
  • The overall efficiency of our web team has increased with bulk edits, so that they can make single updates and impact our multiple sites. This is a huge money-saver for team staffing.
No photo available

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley profile photo

Pricing Details

Adobe Experience Manager

General

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

Adobe Experience Manager Editions & Modules

Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Add comparison