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Oracle OBIEE vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Mar 4, 2025

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

Oracle OBIEE
Ranking in Reporting
3rd
Average Rating
7.8
Reviews Sentiment
6.4
Number of Reviews
158
Ranking in other categories
BI (Business Intelligence) Tools (5th)
Zendesk
Ranking in Reporting
13th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
60
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (20th), Help Desk Software (9th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Knowledge Management Software (3rd), Community Platforms (3rd)
 

Mindshare comparison

As of May 2025, in the Reporting category, the mindshare of Oracle OBIEE is 4.8%, down from 6.2% compared to the previous year. The mindshare of Zendesk is 0.2%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Reporting
 

Featured Reviews

VishnuReddy - PeerSpot reviewer
Handles large datasets and easy to interact with and handle but performance could be better
Oracle's technical support usually recommends to upgrade when you contact them for support. They don't focus on fixing the issue at hand or providing guidance on how to do it. If you are in a lower environment, like one version down, they will blindly suggest upgrading. Additional patches are given for other Oracle products like WebLogic, databases, and apps. They fix issues and create patches based on client needs. But from an OBIEE point of view, they mostly provide bundle patches of around 5 to 6 GB that need to be applied and tested end-to-end. It's not an easy way to get small patches, and if issues arise after applying the patches, you have to contact Oracle again.
JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

Quotes from Members

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

Pros

"It is a stable and scalable solution."
"It's easy to use for business analysts."
"It's the connectors, the adapters. Built in connectors with different ERPs, you can plug in XL, other sources of data. It's very easy to configure. It's very easy to use."
"It doesn't have many frills and is definitely older technology, but it is undeniably a workhorse."
"I like the cloud deployment feature. There are about 20 new features, and they are available on mobile and more. I haven't used any of them, but these features are highly attractive."
"It can be used with any type of data models, such as relational lines and dimensional lines."
"Some of the dashboard capabilities are good. The dashboard capabilities that tell you what kind of reports are available and provide you a summary of the reports are valuable. It is easy to navigate and easy to download reports into Excel to utilize them."
"It is easy to create a report quickly. It does not take much time to create an ad hoc report."
"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."
"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"It's very convenient to use."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"Zendesk has been invaluable in automating communications such as email and phone calls."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
 

Cons

"n the beginning it had it's stability issues, but it became stable."
"The platform's interface needs improvement."
"It is very biased towards Oracle infrastructure. One of the major red flags we have at the moment against Oracle is that it doesn't support deployment on other cloud providers. We're quite heavily vested in AWS as our infrastructure, and Oracle is yet to formally support deploying on those virtual infrastructure instances. That's quite disappointing, and it also cuts them out of over 70% of the market."
"Even though we have a feature to enable the physical query to be seen in the log, in case of any issues, it is challenging to debug and see or identify where is the issue. For example, we designed the OBIEE repository and deployed it into the server, and we are now accessing and creating a report. For some reason, if the report is not working as expected, it is very difficult to identify the issue. We have a feature to see the physical query that is being generated in the central OBIEE server. I feel that this feature should have been available at the repository level so that while designing the repository, we can select the presentation columns and the query it is going to create. This will avoid the additional task of deploying a feature into the server and then testing the report. It will also make the implementation process friendly if, while designing the repository, we can see: How is a feature working? Are any of the presentation columns selected? How is the query being generated? Which query is being generated? Are any joints used? What kind of joints are used? Having this kind of information will make Oracle OBIEE more powerful and developer-friendly."
"We were not satisfied with the support, because we could not obtain answers or solutions."
"The solution is too expensive for small firms."
"Customer service/technical support gets five out of 10. Sometimes good, sometimes bad."
"Setup and migration are very complex. Technically, Oracle accessory is extremely complex. These days, the industry demands a kind of Excel analysis, which is very easy to install, set up, and it's very developer-friendly as well as end-user friendly. OBIEE lacks all those features."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The dashboard could be better."
"Report generation is still slightly tricky and not very customizable as per my inquiries."
"The solution could integrate better with QR codes from some websites such as Facebook."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."
"It needs to improve in terms of its flexibility, price, and installation."
"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."
 

Pricing and Cost Advice

"Power BI is less expensive than Oracle OBIEE. A benefit to Power BI is having the option to work with concurrent licensing."
"It's comparable to the current technology we're using, Qlik Sense."
"A person only needs to pay towards the subscription costs since it is a cloud-based solution. I use the free version of Oracle OBIEE."
"Compared with the other products in the market, I feel Oracle OBIEE is an expensive product."
"There are no additional costs, but there might be some charges for the Java feature."
"Oracle products are extremely expensive."
"Pricing is an area that could be improved."
"I would rate it a 4 out of 5 in terms of pricing."
"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."
"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."
"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."
"The price is very competitive."
"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."
"From what I hear, Zendesk's pricing is a little expensive."
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Comparison Review

it_user79932 - PeerSpot reviewer
Feb 4, 2015
Comparison of SAP BO, Tableau, QlikView, Cognos, Microsoft, OBIEE and Pentaho
1. SAP BO/BI Enterprise scalability Security Ease of use Semantic layer 2. Tableau Visualization Data discovery Turnaround time 3. IBM Cognos Enterprise scalability Security In-memory feature 4. MS BI - Flexibility 5. Pentaho - Open source but still enterprise grade 6. QlikView Data…
 

Top Industries

By visitors reading reviews
Financial Services Firm
19%
Government
12%
Computer Software Company
10%
Manufacturing Company
7%
Computer Software Company
24%
Educational Organization
11%
Financial Services Firm
8%
University
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

How does Oracle OBIEE compare with Microsoft BI?
Oracle OBIEE is great in allowing design and creativity per the individual needs of the organization. Dashboards are fully customizable and very user-friendly. This solution is very stable. Oracle ...
Which Oracle product is better - OBIEE or Analytics Cloud?
Oracle OBIEE is designed to be relatively easy to set up and has a helpful customer support staff at the ready to assist customers. These are two attributes that make this system quite valuable. OB...
What do you like most about Oracle OBIEE?
The most valuable feature of Oracle OBIEE is its ability to handle large volumes of data and provide traditional BI functionalities that developers can easily understand.
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 ...
What is your experience regarding pricing and costs for Zendesk Support?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.
What needs improvement with Zendesk Support?
There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...
 

Also Known As

OBIEE, Oracle Business Intelligence Enterprise Edition, Oracle BI, Oracle BI EE 11g
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Banca Transilvania, BeckmanCoulter, Hong Kong Housing Society, HealthShare, Ivanhoe Cambridge Unifies, and Home Credit, and Finance Bank.
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Oracle OBIEE vs. Zendesk and other solutions. Updated: April 2025.
850,028 professionals have used our research since 2012.