IBM DataStage vs. Zendesk Suite

DataStage is somewhat outdated for an ETL. I guess that's what makes it a bit lagged behind its competitors. It can be used for data processing, sure, but its performance seems to be lagging behind or quite slow given the server it is running from. I won’t depend on this application if it's handling a lot of mission-critical banking and business data.

Zendesk is good for small teams where work is not passed along to internal teams or situations where escalations lead to further customer interactions and no further oversight is needed. It is weak as a product for larger and medium-sized companies, where processes are in place that are not aligned with its workflow, as it is a very rigid tool.

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• Connect to multiple types of data-sources including Oracle, Teradata, Snowflake, SQl Server.
• Powerful tool to load large volumes of data.
• Transformation stages allow us to reduce the amount of code needed to create ETL scripts.
• Allow us to synchronize and refresh data as much as needed.

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• Merging of the tickets with similar issues, it is easy to avoid confusion
• Al global team somehow gets connected with different ways like Slack, with the Zendesk Suite which is so easier to highlight & the issue quickly
• The best thing is that this tool gives you to send the message via chat-, email, call through the one single platform
• Now AI has been added so it works good

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• Technical support is a key area IBM should improve for this product. Sometimes our case is assigned to a support engineer and he has no idea of the product or services.
• Provide custom reports for datastage jobs and performance such as job history reports, warning messages or error messages.
• Make it fully compatible with Oracle and users can direct use of Oracle ODBC drivers instead of Data Direct driver. Same for SQL server.

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• Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
• Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?

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Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.

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Because it is robust, and it is being continuously improved. DS is one of the most used and recognized tools in the market. Large companies have implemented it in the first instance to develop their DW, but finding the advantages it has, they could use it for other types of projects such as migrations, application feeding, etc.

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Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.

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In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

It could load thousands of records in seconds. But in the Parallel version, you need to understand how to particionate the data. If you use the algorithms erroneously, or the functionalities that it gives for the parsing of data, the performance can fall drastically, even with few records. It is necessary to have people with experience to be able to determine which algorithm to use and understand why.

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There has been minor performance degradation on a very few days out of the two years I have been using the product.

IBM offers different levels of support but in my experience being and IBM shop helps to get direct support from more knowledgeable technicians from IBM. Not sure on the cost of having this kind of support, but I know there's also general support and community blogs and websites on the Internet make it easy to troubleshoot issues whenever there's need for that.

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We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request

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.

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

With effective capabilities and easy to manipulate the features and easy to produce accurate data analytics and the Cloud services Automation, this IBM platform is more reliable and easy to document management. The features on this platform are equipped with excellent big data management and easy to provide accurate data analytics.

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At the time of evaluation, Dynamics had extremely limited knowledge and support capabilities. The UI is clunky, and reporting requires a deep understanding of the underlying data structure. Ongoing maintenance was costly and didn't provide a positive ROI in any sense of the term.

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WHY we will use Zendesk in HR and PD internally

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• It’s hard to say at this point, it delivers, but not quite as I expected. It takes a lot of resources to manage and sort this out (manpower, financial).
• Definitely, I don’t have the exact numbers, but given the data it processes, it is A LOT. So props to the developer of this application.
• Again, based on my experience, I’d choose other ETL apps if there is one that's more user-friendly.

• More than anything, provided a boost to our perceived professionalism. The portal is a massive improvement on email only support.
• Workflow optimization via macros and automations has enhanced response times and raise our 'first call resolution' metric.
• Speaking of metrics; having them at all! Before Zendesk Suite we were email only so had no insight into agent and vendor performance.

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