Rocket DevOps vs. Zoho Desk

Rocket Aldon is perfect for simple changes to traditional IBM i development using RPGLE, CL, and DDS. It is great for finding related objects that are referenced in many locations and helping recompile all of these objects. However, Aldon has a particularly hard time with SQL views. For some reason, it is determined to lock every table related to a view even though this is not required by the operating system. Whenever one view references another view, you are always in danger of losing a view permanently if you didn't check it out and promote it. To clarify, imagine you created a view CUSTOMER_INFO. Then you make another view called CUSTOMER_SHIPMENTS that joins the CUSTOMER_INFO to a shipping table. If you ever change CUSTOMER_INFO and then promote it, there is a good chance that Aldon will delete the CUSTOMER_SHIPMENTS view and you will not get a single warning. It doesn't happen every time but when it does you are going to have a real mess on your hands.

Incentivized

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.

Incentivized

• Allows flexibility for user groups
• Scripting for releasing of code
• Ease of comparing code versions within the tool

Incentivized

• 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.

Incentivized

• SQL object promotions
• User interface
• Incomplete error checking
• Fragmented promotion logs

Incentivized

• 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.

Incentivized

Based on current integration with our release process, we will need to keep this for the future.

Incentivized

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!

Incentivized

Support is hit and miss. Sometimes they give some great assistance and sometimes they are no help at all. It always seems like they can't replicate the problem but then they never try to get on our system to do deeper research. It's kind of frustrating dealing with them. Also, the website isn't that helpful.

Incentivized

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

Incentivized

Aldon provides needed functions for our current implementations and legacy systems. As we move toward modernization, we are going to look at alternatives from reviewing cost, integration capabilities and functionality

Incentivized

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.

Incentivized

• Software promotion is much easier and doesn't require custom coding.
• Developers can work collaboratively with less overlap.
• Developers can find objects faster and research code more thoroughly.

Incentivized

• 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.

Incentivized