Xurrent vs Zendesk comparison

Xurrent and Zendesk are both solutions in the IT Service Management (ITSM) category. Xurrent is ranked #18 with an average rating of 8.0, while Zendesk is ranked #6 with an average rating of 7.3. Xurrent holds a 1.3% mindshare in ISM, compared to Zendesk’s 4.6% mindshare. Additionally, 100% of Xurrent users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

Xurrent

Read 4 Xurrent reviews

937 Views
928 Comparison Views

100% willing to recommend

Zendesk

Read 68 Zendesk reviews

6,189 Views
2,228 Comparison Views

91% willing to recommend

Xurrent

Zendesk

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Feb 1, 2026

Zendesk and Xurrent compete in the customer support software category. Zendesk seems to have the upper hand with its comprehensive features, while Xurrent stands out for offering better value for money.

Features: Zendesk provides robust customer service solutions with ticket management, integration capabilities, and strong customer support. Xurrent offers advanced AI integrations, customizable workflows, and innovative functionality appealing to tech-savvy users.

Ease of Deployment and Customer Service: Zendesk’s deployment is straightforward with extensive support resources. Xurrent provides quick setup and interactive customer service, offering more personalized and responsive support.

Pricing and ROI: Zendesk has higher setup costs, delivering substantial ROI with its feature set and reliability. Xurrent offers a cost-effective pricing model with faster ROI due to its efficient deployment and innovative features.

To learn more, read our detailed Xurrent vs. Zendesk Report (Updated: December 2025).

Buyer's Guide

Xurrent vs. Zendesk

December 2025

Download the complete report

Helped 881,346 peers since 2012

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

Xurrent

Ranking in IT Service Management (ITSM)

18th

Average Rating

8.0

Reviews Sentiment

8.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (8th), Help Desk Software (5th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (21st), AI IT Support (7th)

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of Xurrent is 1.3%, up from 1.2% compared to the previous year. The mindshare of Zendesk is 4.6%, up from 3.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
Zendesk	4.6%
Xurrent	1.3%
Other	94.1%

IT Service Management (ITSM)

Featured Reviews

Edward Carbutt

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.

Read full review

AmandaSanchez

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.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"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."

"I like their request management as well as their project management."

"The solution is highly stable."

"It offers a comprehensive set of features without requiring additional payments for each feature."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option."

"The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."

"It's very convenient to use."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"The benefits I have seen from using Zendesk include faster response times; as a CSM, faster response is the goal, which solves the customer's challenge in a timely manner, and Zendesk offers that capability, which is beneficial."

"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"We rarely had issues with Zendesk."

More Zendesk pros

Cons

"Asset Discovery is a feature that should be added."

"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."

"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."

"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."

"You couldn't give administrative access to new hires."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"The dashboard could be better."

"The solution itself wasn't easy to set up."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

"Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple."

More Zendesk cons

Pricing and Cost Advice

"It is the most affordable because it is priced per month per user."

"The pricing is expensive."

"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."

"This pricing falls on the lower end of the spectrum, making it a cost-effective option."

"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."

"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."

"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."

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

881,346 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

16%

Healthcare Company

Energy/Utilities Company

Retailer

Manufacturing Company

Performing Arts

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What is your experience regarding pricing and costs for 4me?

The pricing is expensive. I rate it an eight out of ten.

See all answers

What needs improvement with 4me?

Asset Discovery is a feature that should be added.

See all answers

What is your primary use case for 4me?

The solution is used for enterprise management.

See all answers

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

See all answers

What is your experience regarding pricing and costs for Zendesk Support?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

See all answers

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

See all answers

Comparisons

ServiceNow vs Xurrent

Compared 40% of the time

ManageEngine ServiceDesk Plus vs Xurrent

Compared 21% of the time

SysAid vs Xurrent

Compared 9% of the time

Freshservice vs Xurrent

Compared 7% of the time

TOPdesk vs Xurrent

Compared 5% of the time

More Xurrent Competitors

ServiceNow vs Zendesk

Compared 13% of the time

Freshservice vs Zendesk

Compared 6% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

NICE CXone vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 3% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

Xurrent

January 2026

Download Xurrent product report

Buyer's Guide

Zendesk

January 2026

Download Zendesk product report

Also Known As

4me

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Xurrent offers a dynamic platform catering to modern enterprise requirements, focusing on effective and actionable insights to drive growth and streamline operations.

Xurrent engages its users by providing robust capabilities that enhance data analytics, automation, and collaboration for businesses. Its versatile nature serves industries aiming to optimize performance and efficiency, leveraging cutting-edge technology to address ever-evolving demands. With an integrated approach, Xurrent supports in-depth analysis and seamless communication to help businesses adapt and succeed.

What features does Xurrent have?

Advanced Analytics: Delivers comprehensive data analysis for strategic decision-making.
Automation Tools: Streamlines repetitive tasks, improving efficiency.
Collaboration Capabilities: Enhances team communication and project coordination.
Customizable Dashboards: Provides user-specific insights and data visualization.
Security Layers: Ensures data integrity and protection.

What benefits and ROI should be evaluated?

Improved Efficiency: Reduces time spent on manual tasks through automation.
Enhanced Decision-Making: Empowers data-driven strategies with real-time insights.
Cost Savings: Lowers operational expenses by optimizing resource allocation.
Scalability: Offers flexibility to grow alongside business needs.
Data Security: Protects against data breaches and ensures compliance.

Xurrent finds significant application in industries such as finance and healthcare, where data precision and efficiency are crucial. In finance, it supports portfolio management and trading analytics, while in healthcare, it aids in patient data management and operational excellence. Its adaptability ensures it serves diverse industry requirements effectively.

Xurrent

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Zendesk

Sample Customers

Information Not Available

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

Xurrent vs. Zendesk

December 2025

Free Report: Xurrent vs. Zendesk

Find out what your peers are saying about Xurrent vs. Zendesk and other solutions. Updated: December 2025.

DOWNLOAD NOW

881,346 professionals have used our research since 2012.

See our Xurrent vs. Zendesk report.

See our list of best IT Service Management (ITSM) vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.