We performed a comparison between Oracle OBIEE and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Reporting solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It has helped to consolidate data and report on a single version of the truth."
"The solution is user-friendly."
"The “Business Model & Mapping” layer in the Administration Tool, because the maintenance and evolution processes are greatly facilitated."
"The primary reason for using OBIEE is connectivity with Oracle E-Business Suite. It makes it easy to connect with our Oracle E-Business Suite. There are the standard dashboards available, which we sometimes use, and now we are looking for customized dashboards."
"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's easy to use for business analysts."
"The dashboard and analysis are the most valuable features of this solution."
"It doesn't have many frills and is definitely older technology, but it is undeniably a workhorse."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's a very stable tool, very powerful."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"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."
"The initial setup is simple and straightforward."
"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."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"This solution is weak in the data science perspective. I have past data science experience. And, I find that there is a lot of room for improvement in terms of incorporating more advanced statistical modeling into the product."
"It crashes when many people login simultaneously."
"Supply chain and finance."
"The graphical capabilities could be better. They are also cumbersome, and they are limited compared to Tableau, Power BI, or even Business Objects to a certain extent and Cognos. The error logging isn't great either. The errors that come out when you schedule aren't easy to understand. I find how they filter within a query quite cumbersome and difficult to debug if somebody else has done it. You can see as you build, and I think that's where the problem is. It doesn't lend itself to debug something. For example, if you create a formula that's quite complicated, it's not easy to understand what goes with what. It becomes spaghetti, and it's very difficult to unpick. That's really my gripe about it, and in some ways, it's too flexible. It tries to be a Jack of all trades when it's not. I think a lot of these products, if they concentrate on trying to produce your reports, then that's fine. But when they're trying to do all sorts of other things as well, then it isn't very easy. We get lots of support from Oracle, but I think the problem is that we get many invalid file operations. Nobody understands why. It can be a multitude of reasons, but no one reason could cause it. That's just one of the issues we've had in the last year. But the scope of reporting has gone through the roof over the previous 12 to 18 months. We want an end-of-life OBIEE in our environment because some of the infrastructure runs unclustered. We weren't allowed to go clustered for some reason, and we never knew why. Unfortunately, going down that route means that the platform we run it on, WebLogic, has now become non-standard within our organization. Everything's been moved off it and onto other platforms. Unfortunately, our OBIEE runs on that platform, and we're being pushed down different routes, and we don't know where we're going at the moment. Within the next two years, I don't think we'll have OBIEE in our part of the business. In the next release, I think having the capability of being able to develop and then promote to a production environment rather than having to have separate environments will help. I know that Tableau and Power BI can be created on a desktop application, and then when it's ready to go live, you can promote it."
"Retail, Finance, Wholesale"
"Implementation is cumbersome and requires expertise."
"It could be more user-friendly. For example, the RPD layer could be more straightforward. From a user's point of view, the visualization, especially the graphs, are not as attractive when compared to other tools like QlikView and Qlik Sense."
"It would be better if it had a wide range of visualization options. For example, Microsoft Power BI has an extensive range of visualization options, but it's not available in OBIEE. There are also some conflicts because it's complicated, but the cloud application is easier. They added some features for ETL with the on-premises application, but we need a different or a separate application for ETL in the cloud. In the next release, I would like to have more AI features."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The support team is time-consuming, and they don't find the answer to our problem."
"The price of the solution should be reduced."
"It needs to improve in terms of its flexibility, price, and installation."
"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."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The solution could integrate better with QR codes from some websites such as Facebook."
Oracle OBIEE is ranked 3rd in Reporting with 154 reviews while Zendesk is ranked 12th in Reporting with 57 reviews. Oracle OBIEE is rated 7.8, while Zendesk is rated 8.2. The top reviewer of Oracle OBIEE writes "A solution that is easily accessible, scalable and requires a straightforward initial setup process to get started". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Oracle OBIEE is most compared with Microsoft Power BI, SAP BusinessObjects Business Intelligence Platform, IBM Cognos, Tableau and Oracle Analytics Cloud, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Oracle OBIEE vs. Zendesk report.
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We monitor all Reporting 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.
