Likelihood to Recommend DataDog Is well suited to all of the Infrastructure Monitoring Solutions, DB monitoring, and other Network monitoring also. It's not well suited because it cannot give perfect Infrastructure recommendations for our use case but also For example: If we are using AWS DB to monitor performance insights then Datadog is less effective there because AWS gives very niche recommendations.
Read full review The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list. Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles. Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software. A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.
Read full review Pros APIs, the ability to interact with the data we pull into data dog is key. We port the information over to Servicenow, so the ability to pull everything into DataDog, then Servicenow, is a key component of our success here at Wayfair. Simple Interface - clean, useful, effective. Allows users to use DataDog for one reason, get work done. Lightweight agent on hosts Read full review Reporting and Analytics Ease of Agent Training and Use Able to add multiple brands with related custom reports and dashboards Adding a new brand and basic help center is easy to do without the need of an expert or web team Ability of agents and supervisors to see customer history across multiple channels Read full review Cons We had a couple "integrations" that had some issues during setup, but Support addressed them very quickly Unnecessary alerts about DataDog components...by the time I see them, they're almost always also fixed I wish there was a DataDog mobile app that would have dedicated alerts (configurable per alert to override Do Not Disturb setting) instead of relying on emails notifications that could be overlooked in the midst of many incoming emails around the same time. Read full review I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience. Particular things like where the default is when you click on each and every dropdown menu. The macro integration could be a little more simplified. Read full review Likelihood to Renew Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
Read full review Usability The user interface is quite intuitive with the exception of the network map. As a deployer of software, it is trivial to setup.
Read full review As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like
HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Read full review Reliability and Availability In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review Performance There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review Support Rating The support team usually gets it right. We did have a rather complicate issue setting up monitoring on a domain controller. However, they are usually responsive and helpful over chat. The downside would be I don’t think they have any phone support. If that is important to you this might not be a good fit.
Read full review Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Read full review Online Training Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Read full review Implementation Rating I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time. The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Read full review Alternatives Considered We are still trying other products, but people still like Datadog. After setting up a dashboard, it's great for monitoring instances on Datadog. Also, the DevOps team had a good time setting up Datadog. It means Datadog was way easier to set up compared to those others.
Read full review Although a bit pricey, it does the job well. We are happy with the results it provides; our team is also quite satisfied on how easy it is to use, login and start working. Compared to the other two we have tried, Zendesk takes the cake. It makes Customer Management much easier, more efficient, and more effective.
Read full review Return on Investment Visibility into website issues and performance problems has improved our company communication. Handling and detecting site issues faster has improved customer satisfaction and retention. Configuration of the Datadog site can take a bit of time and we lost a bit of developer time during that process. Read full review The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app It has also helped us identify areas of improvement based on the reporting feature The value it provides outweighs any missing or lacking features that I'm sure will be available in the future Read full review ScreenShots Zendesk Suite Screenshots