We performed a comparison between Information Builders WebFOCUS and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about Alteryx, RapidMiner, SAP and others in Predictive Analytics."I would rate the scalability a ten out of ten. It's highly scalable and can handle significant data volumes."
"The most valuable feature is building ad hoc reports."
"It stands out for its ability to work across different platforms, support mainframe data, offer cloud integration, automate report scheduling, and provide a robust scripting language."
"The solution can read and write 500 different types of outputs."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is a scalable solution."
"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 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."
"It's very convenient to use."
"When it comes to customer support, we don't always reach the right person. Sometimes, we get junior-level reps who aren't as knowledgeable as we are."
"The challenge lies not in what the tool can do but in how you use it and understand the data."
"The solution can be improved by adding more automated options for reporting."
"If there were to be any improvements right now, their documentation needs to get in sync with their product."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The dashboard could be better."
"The solution could integrate better with QR codes from some websites such as Facebook."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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 solution itself wasn't easy to set up."
More Information Builders WebFOCUS Pricing and Cost Advice →
Information Builders WebFOCUS is ranked 6th in Predictive Analytics with 18 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. Information Builders WebFOCUS is rated 8.8, while Zendesk is rated 8.2. The top reviewer of Information Builders WebFOCUS writes "A flexible mainframe product with unique file features and a rock solid scheduling feature". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Information Builders WebFOCUS is most compared with Microsoft Power BI, Tableau, SAP BusinessObjects Business Intelligence Platform, Alteryx and Databricks, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
We monitor all Predictive Analytics 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.
