Oracle Business Intelligence Discoverer vs Zendesk comparison

Oracle Business Intelligenc...

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Executive SummaryUpdated on Mar 4, 2025

Oracle Business Intelligence Discoverer and Zendesk cater to different business necessities, with Zendesk showing superiority due to its modern capabilities and strong support mechanisms.

Features: Oracle Business Intelligence Discoverer is noted for its robust data analysis, offering businesses powerful reporting, complex data insights, and decision-making tools. Zendesk stands out in customer support management with efficient ticketing systems, streamlined communication tools, and advanced automation features.

Ease of Deployment and Customer Service: Zendesk provides a simpler and faster deployment process, backed by strong customer service and integration abilities. In contrast, Oracle Business Intelligence Discoverer might require more extensive resources due to its complexity in handling data operations.

Pricing and ROI: Oracle Business Intelligence Discoverer may involve a higher upfront cost due to its expansive data management capabilities. Zendesk, although it might incur higher costs over the long run, offers excellent value with its focus on enhancing customer service experiences, ensuring a strong return on investment through improved satisfaction and operational efficiency.

To learn more, read our detailed Oracle Business Intelligence Discoverer vs. Zendesk Report (Updated: March 2025).

Oracle Business Intelligence Discoverer vs. Zendesk

March 2025

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Helped 846,617 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Oracle Business Intelligenc...

Ranking in Reporting

15th

Average Rating

8.0

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Reporting

13th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (20th), Help Desk Software (9th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Knowledge Management Software (3rd), Community Platforms (3rd)

Mindshare comparison

As of April 2025, in the Reporting category, the mindshare of Oracle Business Intelligence Discoverer is 0.7%, up from 0.6% compared to the previous year. The mindshare of Zendesk is 0.2%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Reporting

Featured Reviews

Magdy Tawfik Eskander Taya

CEO at 3JITS

Useful for business reports and helps to drill down accounting information

The tool's most valuable feature is table creation. One of the most important capabilities is the supplier assessment reports. These reports provide a balance during transactions, which is crucial for auditing. This feature is not standard in other ERP systems, making it highly valuable. The solution helps to drill down details from sources like payables and inventory, which the accounting department requires.

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Ahmed Nassar

Technical Consultant at Spectrum Group

Stable tool, making it reliable for handling tasks but difficult initial setup

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The tool's most valuable feature is table creation. One of the most important capabilities is the supplier assessment reports. These reports provide a balance during transactions, which is crucial for auditing."

"It is a scalable solution."

"We rarely had issues with Zendesk."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"The stability has been very good."

"The product offers very good management. It has a great ability to assign tickets based on content."

"It's very convenient to use."

"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

More Zendesk pros

Cons

"Oracle Business Intelligence Discoverer needs to improve its performance and HTML reports."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

"You couldn't give administrative access to new hires."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

"It wasn't easy to set up so we're only using a third of all of the features,"

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

More Zendesk cons

Pricing and Cost Advice

"Oracle Business Intelligence Discoverer is more expensive than its alternatives. You need to pay additional costs for implementation."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"The price is very competitive."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"From what I hear, Zendesk's pricing is a little expensive."

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Top Industries

By visitors reading reviews

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Computer Software Company

23%

Educational Organization

12%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What is your experience regarding pricing and costs for Oracle Business Intelligence Discoverer?

Oracle Business Intelligence Discoverer is more expensive than its alternatives. You need to pay additional costs for implementation.

What needs improvement with Oracle Business Intelligence Discoverer?

Oracle Business Intelligence Discoverer needs to improve its performance and HTML reports.

What is your primary use case for Oracle Business Intelligence Discoverer?

We use the solution for business reporting.

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.

What needs improvement with Zendesk Support?

Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...

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Product Reports

Download Oracle Business Intelligence Discoverer product report

Reporting

April 2025

Oracle Business Intelligence Discoverer report

Download Zendesk product report

March 2025

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Oracle Business Intelligence Discoverer is an ad-hoc query, reporting, analysis, and Web-publishing tool that empowers business users at all levels of the organization to gain immediate access to information from data marts, data warehouses, online transaction processing systems and Oracle E-Business Suite.

Oracle

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Georg Fischer Central Plastics

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber