Cloudera Manager (no longer available standalone) vs. Zoho Desk

It would be suited for customers who feel more comfortable with using a GUI. It is less appropriate for developers or engineers who are comfortable with command line

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Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.

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• Graphical user interface
• Management of third party applications start/stop/restart functionality through framework
• Support of Apache Hadoop ecosystem
• Ability to do "rolling restarts"

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• It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
• There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
• You can easily track all of your tickets and agents from the dashboard interface.
• You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.

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• Cloudera Manager needs to be more agile with integrating other applications, such as Accumulo 1.7, to their software.
• Cloudera Manager can do a better job at explaining why a node fails to add to a cluster using their assistant.
• Cloudera Manager should show graphs only when there is data, instead of showing just an empty box.

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• The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
• [I feel] its customer support needs improvement.

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It is a well developed product with a good user interface.

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I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!

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As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office

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I have not used any competitors, such as Hortonworks, because Cloudera Manager just works and meets all my customer's needs. I only have deployed Hadoop using command line, which is not easy to use and manage.

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We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.

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• Cloudera Manager has allowed our organization to deploy Apache Hadoop to operations quicker and with less training versus using the command line exclusively.
• Increased employee efficiency.
• Increased product adoption.

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• Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
• By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
• All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.

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