AWS Lambda vs. Zendesk Sunshine

Lambda excels at event-driven, short-lived tasks, such as processing files or building simple APIs. However, it's less ideal for long-running, computationally intensive, or applications that rely on carrying the state between jobs. Cold starts and constant load can easily balloon the costs.

Incentivized

For growing technology-based companies, Zendesk Sunshine is the best ally to provide email and chat support. It supports various integrations and can provide exceptional service that is fully customizable for both the customer and the agents using Zendesk. It is not appropriate for small companies, and for companies with a very small customer base, it is a considerable expense after a customer base of at least 10,000 customers.

Incentivized

• No provisioning required - we don't have to pay anything upfront
• Serverless deployment - it gets executed only when request comes and we pay only for the time the request is getting executed
• Integrates well with AWS CloudWatch triggers so it is easy to setup scheduled tasks like cron jobs

Incentivized

• Customization and ability to create customer profiles
• Easy integration with other tools and rich history of customer actions.
• Provides a fully intuitive interface
• Very good ways to analyze

Incentivized

• Developing test cases for Lambda functions can be difficult. For functions that require some sort of input it can be tough to develop the proper payload and event for a test.
• For the uninitiated, deploying functions with Infrastructure as Code tools can be a challenging undertaking.
• Logging the output of a function feels disjointed from running the function in the console. A tighter integration with operational logging would be appreciated, perhaps being able to view function logs from the Lambda console instead of having to navigate over to CloudWatch.
• Sometimes its difficult to determine the correct permissions needed for Lambda execution from other AWS services.

Incentivized

• There are some glitches when doing upgrades on information or data, sometimes
• It is difficult to find tickets once they are solved, we could have a tracking of the most recent or solved tickets during the day.
• The integration or merge with other tickets from the same client is not intuitive at all, there should be an alert that throws a match.

Incentivized

I give it a seven is usability because it's AWS. Their UI's are always clunkier than the competition and their documentation is rather cumbersome. There's SO MUCH to dig through and it's a gamble if you actually end up finding the corresponding info if it will actually help. Like I said before, going to google with a specific problem is likely a better route because AWS is quite ubiquitous and chances are you're not the first to encounter the problem. That being said, using SAM (Serverless application model) and it's SAM Local environment makes running local instances of your Lambdas in dev environments painless and quite fun. Using Nodejs + Lambda + SAM Local + VS Code debugger = AWESOME.

Incentivized

Because it is a tool that we use on a daily basis and has provided confidence for the massive use that is given to it, it has also been the expected product, allowing customization and optimizing processes, saving us a lot of money and time. Definitely, the ability to track customers and the way to automate all customer support processes becomes totally easy and intuitive.

Incentivized

Amazon consistently provides comprehensive and easy-to-parse documentation of all AWS features and services. Most development team members find what they need with a quick internet search of the AWS documentation available online. If you need advanced support, though, you might need to engage an AWS engineer, and that could be an unexpected (or unwelcome) expense.

Incentivized

Due to the implementation and the few issues that ha In summary, there are few times that we have had to use this functionality, but the help that Zendesk has provided has been of another level, complying with our standards and SLAs so as not to interfere in the operation or processes.ve arisen, it is a platform that provides a fast, intuitive and tailor-made service for each user.

Incentivized

AWS Lambda is good for short running functions, and ideally in response to events within AWS. Google App Engine is a more robust environment which can have complex code running for long periods of time, and across more than one instance of hardware. Google App Engine allows for both front-end and back-end infrastructure, while AWS Lambda is only for small back-end functions

Incentivized

• Positive - Only paying for when code is run, unlike virtual machines where you pay always regardless of processing power usage.
• Positive - Scalability and accommodating larger amounts of demand is much cheaper. Instead of scaling up virtual machines and increasing the prices you pay for that, you are just increasing the number of times your lambda function is run.
• Negative - Debugging/troubleshooting, and developing for lambda functions take a bit more time to get used to, and migrating code from virtual machines and normal processes to Lambda functions can take a bit of time.

Incentivized

• Agility and improved response times
• Improved customer relationship/engagement
• Integration and tracking capabilities for customer growth phases.

Incentivized