Tableau vs Zendesk comparison

Salesforce and Zendesk are both solutions in the Reporting category. Salesforce is ranked #2 with an average rating of 8.7, while Zendesk is ranked #13 with an average rating of 7.7. Salesforce holds a 24.3% mindshare in RT, compared to Zendesk’s 0.2% mindshare. Additionally, 89% of Salesforce users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Tableau and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two Reporting solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Tableau vs. Zendesk Report (Updated: October 2024).

Buyer's Guide

Tableau vs. Zendesk

October 2024

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Categories and Ranking

IBM Cognos

Mindshare comparison

As of November 2024, in the Reporting category, the mindshare of IBM Cognos is 4.4%, down from 6.1% compared to the previous year. The mindshare of Tableau is 24.3%, up from 22.2% compared to the previous year. The mindshare of Zendesk is 0.2%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Reporting

Featured Reviews

Carlos Larrad Salgado

Deputy Director Operations Management Control at Mapfre

Jul 27, 2022

Improved the quality of our KPIs, while reducing calls to the IT department

I don't like that when we use Colab packages, we get less functionality. For example, you can make groups of data with Excel or with the data sets from the packages, but when you use the Colab packages directly, you can only group the data when you analyze it with Analysis Studio. I think Cognos needs to improve more on this functionality. The user experience is also very important. Cognos is not very easy to understand sometimes, especially when they change the layout but keep the functionality the same. The help is not very graphic and they have no examples. Cognos has to make a big effort to help with understanding the functionality by improving the documentation. There is a lot of documentation, but the examples are hard to find and they should make their help section easier to understand for non-technical users.

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ROMIL SHAH

Deputy General Manger - Information Technology at Nayara Energy

Mar 22, 2022

Provides fast data access with in-memory extracts, makes it easy to create visualizations, and saves time

When it comes to visualizations, Tableau has a limitation as compared to Power BI. It has a limited set of visualizations. Power BI has the entire marketplace, so you can connect and import many visualizations and use them, whereas Tableau has only 10 or 15 visualizations. There should be more visualizations, and there should also be data integration with more cloud providers. Tableau has recently launched a paid version for the documentation. So, documentation has become a little bit challenging when it comes to Tableau development because we do not have any tool to export the data out of it. It is a license-based feature that you need to purchase to prepare documentation. So, on the documentation front, for preparing clear documentation for any dashboard, it would help if we get an embedded option, rather than buying a license for each user for the documentation. To document anything, if I have to connect to each workbook and see what has been written as a formula and then document in the Word document, it is pretty time-consuming. We have the Microsoft stack, and we are currently evaluating Power BI because Tableau has a limitation of 50 columns for a drill-down report. If we want more than 50 columns, we have found a hack, but there is no ready-made option for doing it. So, we have to use another tool in case we need a drilled report with more than 50 columns. There are many instances where users need 80 or 90 columns for their analysis, and switching between two technologies becomes a challenge. It is not a cost-effective approach for us. Their support should be improved. We are not happy with their support. Whenever we raised queries, we were pointed to a few blogs, and we didn't get a proper solution from them. Their licensing should also be improved. They want us to purchase a Tableau Creator license for business users, whereas Power BI Desktop is free for business users. They should come up with a basic license with one or two connectors that our business users can use for preparing their visualizations. Tableau also charges us per user for users who want the data only through email.

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Ahmed Nassar

Technical Consultant at Spectrum Group

Oct 17, 2023

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

"In terms of stability, I think that Cognos is more stable than Tableau and Power Bi because of its framework manager concept that allows us to import metadata and store it in the framework manager."

"Mapbox integration for geospatial analytics down to longitude/latitude layers."

"The initial setup is very straightforward."

"This solution allows you to input a wide range of file formats."

"The three IBM Cognos features I find the most valuable are Dynamic Cubes, PowerPlay, and Watson."

"The initial setup was straightforward."

"The tool can join data from different sources, write back to databases, generate alerts, and be customized to our preferences. It's an enterprise BI tool that's more powerful than just visualization tools like Power BI or Tableau."

"The most valuable features of IBM Cognos are governance and enterprise reporting."

More IBM Cognos pros

"I like Tableau's heat maps and the storyboard. You can create data stories and tons of visuals with it, and it goes together really well. Tableau lets you manipulate the data in various ways."

"Show Me is a feature to help with knowing which chart is an appropriate one for the selected variables, and it makes helps in creating appropriate visuals."

"It is a complete solution allowing a lot of integrations, different graphics, multiple operations and analyzes our date and gives us meaning from it."

"Tableau has data relationships that can be applied to a data source which helps build out a directory which is helpful. Data blending has also been valuable to us."

"Tableau is a fantastic tool that provides impressive dashboards and customized reports."

"All features are valuable. It is very user-friendly, and it is mostly drag-and-drop. If we have the dataset available, then we can develop any dashboard very quickly."

"Easy for beginners to use"

"Our customers love the visual capabilities on top of it and the ability to explain and get the required data. There is no other product like Tableau in the business intelligence and analytics space."

More Tableau pros

"Zendesk Support has a lot of good APIs."

"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."

"It's very convenient to use."

"It's a very stable tool, very powerful."

"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"We rarely had issues with Zendesk."

More Zendesk pros

Cons

"I would like them to reinclude PowerPlay. One thing that I am missing in the current Cognos is what was formally named PowerPlay. They have basically removed PowerPlay from it, which is something that I fail to understand because it was the most wonderful tool for business intelligence that I've ever used. As far as I know, they don't provide this functionality anymore, so this is one thing that I dislike about Cognos."

"There are some small features that are missing. It would be nice if the graphics were better. You can use external sources for charts, but it's quite complex to use and not easy to implement. If you want a new chart, you can download it from multiple tools and implement it into IBM Cognos."

"Extending dynamic cubes aggregate awareness with calculated measures."

"The data uploads that we do, such as Excel files, have a lot of restrictions. If we can make it a bit more user-friendly, allowing us to have more flexibility it would be a great help."

"The AI-based features could be further enhanced by the solution."

"I would like for the platform to become more standard. If we make a development on our report and our dashboard, it will not be used in another solution. That means there is no portability for the developers."

"There are some problems with how Cognos handles huge data sets and when connecting with multiple sources and searching the data."

"I need improvements, particularly with the Framework Manager, which has an outdated user interface from older versions like IBM Cognos 10 or 8. Additionally, the Event Studio, which offered great flexibility in previous versions, is no longer available in IBM Cognos Analytics 12. These are areas that could be improved to enhance the product."

More IBM Cognos cons

"I have used Power BI as well as Tableau. There are a couple of interesting features that I like in Power BI, but they are not present in Tableau. For example, in Power BI, if I am looking at country-wise population, I can type and ask for the country that has the maximum population, and it will automatically give an answer and address that query. This kind of feature is not there in Tableau. Similarly, in Power BI, for integrating with the latest ML algorithms, we have decision trees and primarily multiple machine learning algorithms. The decision tree essentially visualizes the patterns in the data. We don't have such a feature in Tableau. If Tableau can integrate with the machine learning algorithms and help us to do visualizations, it would be a wonderful combination. Most of the people are going for Tableau primarily for visualization purposes. However, in the data science industry, users want to do model building as well as tell a story. As of now, Tableau is fulfilling the requirements for visualization purposes. If they can bring it up to a level where I can use it for machine learning purposes as well as for visualization, it would be very helpful. Many people who want to do data science don't want to write a code. Tableau is anyway a drag and drop tool, and if they can provide those options as well, it will be a powerful combination."

"Creating empty extracts is not easy."

"Small multiples (a.k.a. Trellis charts) are possible only through very hacky means. Update: Still remains a challenge."

"Tableau is a company that does not respect partners."

"The solution does have scalability issues."

"There's no mature ETL tool in Tableau, which is quite a negative for them."

"The solution’s pricing could be improved."

"Tableau's integration with Einstein Analytics could be better."

More Tableau cons

"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 needs to improve in terms of its flexibility, price, and installation."

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

"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."

"The support team is time-consuming, and they don't find the answer to our problem."

"The dashboard could be better."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

More Zendesk cons

Pricing and Cost Advice

"It is my understanding that the cost is very low. It's not very expensive."

"It is averagely priced."

"I rate the product price as four or five on a scale from one to ten, where one is a low price, and ten is a high price."

"On a scale from one to ten where one is low pricing and ten is high pricing, I would rate this solution at eight."

"It is pretty expensive."

"It is quite pricy. I think Microsoft BI is cheaper. Tableau might also be cheaper, but it also depends on the usage. If you have very many users, Cognos can be a problem. It could be cheaper than Tableau but not for so many users. If you have a few thousand users, Tableau, which is generally quite expensive, can be cheaper than Cognos."

"It's more expensive than similar solutions like Tableau and Power BI."

"There is need to assess the purchase license accordingly so as to avoid audit penalties."

More IBM Cognos pricing and cost advice

"The price of Tableau is high, although there are different types of licenses available."

"It is fairly expensive. I have no idea what they paid. We were on an enterprise license, so whatever it is they licensed at the enterprise level is what we paid."

"For the use and the capability of the software, it's $70 per month, and that is quite inexpensive."

"The solution is very expensive. If you have many users then it is going to cost your company a lot of money."

"Deployment of dashboards to viewers and unit supervisors can be prohibitively expensive."

"I like the payment model. For the people who need to create, they buy their licenses. Everyone else can use the free Tableau Viewer. This is much better than some of the competitor products, which require full licences for everything."

"Its cost is quite high. A corporate license costs about 150-200K per year for all the users, but there was probably some discounted amount. This cost includes everything."

"The cost is high."

More Tableau pricing and cost advice

"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."

"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."

"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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Comparison Review

it_user6330

Product Manager at a retailer with 10,001+ employees

May 2, 2013

MicroStrategy vs. Tableau

After a recent presentation, several attendees asked me about the applications of Visual Insights and Tableau. Many companies are investing in both tools and are trying to figure out the right tool for specific applications Tableau has found its sweet-spot as an agile discovery tool that analysts…

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Top Industries

By visitors reading reviews

Educational Organization

57%

Financial Services Firm

Computer Software Company

Government

Educational Organization

40%

Financial Services Firm

11%

Computer Software Company

Manufacturing Company

Computer Software Company

22%

Educational Organization

11%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Seeking lightweight open source BI software

It depends on the Data architecture and the complexity of your requirement. Some great tools in the market are Qlik ...

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What do you like most about IBM Cognos?

The solution's most valuable feature is its ease of use, which makes it easily compatible with other tools.

See all answers

What needs improvement with IBM Cognos?

I need improvements, particularly with the Framework Manager, which has an outdated user interface from older version...

See all answers

Tableau vs. Business Objects - Which is a better solution for visualization and analysis?

Both tools have their positives and negatives. First, I should mention that I am relatively new to Tableau. I have be...

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Which would you choose - Tableau or SAP Analytics Cloud?

Tableau is easy to set up and maintain. In about a day it is possible for the entire platform to be deployed for use....

See all answers

What do you like most about Tableau?

Tableau is a fantastic tool that provides impressive dashboards and customized reports.

See all answers

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 ...

See all answers

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

From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk w...

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What needs improvement with Zendesk Support?

Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you ...

See all answers

Comparisons

Microsoft Power BI vs IBM Cognos

Compared 13% of the time

Oracle Hyperion vs IBM Cognos

Compared 10% of the time

Amazon QuickSight vs IBM Cognos

Compared 8% of the time

SAP BusinessObjects Business Intelligence Platform vs IBM Cognos

Compared 6% of the time

SAP Analytics Cloud vs IBM Cognos

Compared 6% of the time

More IBM Cognos Competitors

Microsoft Power BI vs Tableau

Compared 20% of the time

Domo vs Tableau

Compared 14% of the time

Amazon QuickSight vs Tableau

Compared 8% of the time

Databricks vs Tableau

Compared 5% of the time

Oracle Hyperion vs Tableau

Compared 2% of the time

More Tableau Competitors

ServiceNow vs Zendesk

Compared 23% of the time

JIRA Service Management vs Zendesk

Compared 13% of the time

Atlassian Confluence vs Zendesk

Compared 12% of the time

Freshservice vs Zendesk

Compared 9% of the time

BMC Helix ITSM vs Zendesk

Compared 6% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

IBM Cognos

October 2024

Download IBM Cognos product report

Buyer's Guide

Tableau

October 2024

Download Tableau product report

Buyer's Guide

Zendesk

October 2024

Download Zendesk product report

Also Known As

Cognos, Cognos Analytics, IBM Cognos Analytics

Tableau Desktop, Tableau Server, Tableau Online

Zendesk Support, Zendesk Guide, Zendesk Sell

Learn More

IBM

Salesforce

Zendesk

Overview

IBM Cognos Business Intelligence provides a wide range of tools to help you analyze your organization's data. IBM Cognos BI allows businesses to monitor events and metrics, create and view business reports, and analyze data to help them make effective business decisions.

IBM Cognos applies techniques to describe, summarize, and compare data, and draw conclusions. This allows users to see trends and discover anomalies or variances that may not be evident by simply reading data. Data sources that contain information from different areas of a business can be stored in separate packages. Users can see only information that they have been granted access to, based on their group or role.

IBM Cognos BI consolidates the following business intelligence functions into a single web-based solution:

IBM Cognos Insight: Create personal and managed workspaces for data analysis. Using these interactive workspaces, you can share insight results with managers. Cognos Insight supports write-back, and you can also use these workspaces to capture and integrate management goals, commitments, and forecasts.
IBM Cognos Workspace: With IBM Cognos Workspace, you can create rich, interactive workspaces using IBM Cognos content as well as data from external sources. You can view and open your favorite workspaces and reports, edit content in your workspaces, and share your workspaces via email.
IBM Cognos Analytics: IBM Cognos Analytics utilizes built-in AI and intuitive searches which helps users to quickly create the visualizations and a wide range of reports. Cognos Analytics provides cognitive and managed self-service, enabling you to gain insights from controlled and trusted data.
IBM Cognos Report Studio and IBM Cognos Query Studio: Easily create structured and query reports. IBM Cognos allows users to create application and report templates. In addition, report authors can reuse report objects to apply filters, fields, and styles to reports. Users can set the language of the user interface and report content according to the user's native language.
IBM Cognos Event Studio: Receive notifications of events that occur within your organization in real time. Event Studio enables the creation of agents that detect the occurrence of business events, failures, or anomalies, based on the change of specific events or data conditions. Notification can be sent via email, publication in the portal, or by triggering reports.
IBM Cognos Connection: This is the Web portal for IBM Cognos BI and is the central area for accessing all the IBM Cognos functions. In the web portal, users can schedule and distribute reports, create tasks, administer the server and the access permissions, and more.

Reviews from Real Users

IBM Cognos stands out among its competitors for a number of reasons. Two major ones are its powerful analysis tool and its reporting capabilities.

Prasad B., a senior software engineer at a financial services firm, notes, “The product is a very good reporting tool and is very flexible. It allows for the users to get a scheduled report. We can receive automated reports as well. They are easy to schedule on a weekly or monthly basis. It is very fast. I mean in means of report output, it's very fast compared to the actual clients involved.”

Tableau is a tool for data visualization and business intelligence that allows businesses to report insights through easy-to-use, customizable visualizations and dashboards. Tableau makes it exceedingly simple for its customers to organize, manage, visualize, and comprehend data. It enables users to dig deep into the data so that they can see patterns and gain meaningful insights.

Make data-driven decisions with confidence thanks to Tableau’s assistance in providing faster answers to queries, solving harder problems more easily, and offering new insights more frequently. Tableau integrates directly to hundreds of data sources, both in the cloud and on premises, making it simpler to begin research. People of various skill levels can quickly find actionable information using Tableau’s natural language queries, interactive dashboards, and drag-and-drop capabilities. By quickly creating strong calculations, adding trend lines to examine statistical summaries, or clustering data to identify relationships, users can ask more in-depth inquiries.

Tableau has many valuable key features:

Tableau dashboards provide a complete view of your data through visualizations, visual objects, text, and more.
Tableau provides convenient, real-time options to collaborate with other users and instantly share data in the form of visualizations, sheets, and dashboards.
Tableau ensures connectivity to both live data sources and data extraction from external data sources as in-memory data. This gives users the flexibility to use data from more than one source without any restrictions.
Tableau gives many data source option, ranging from spreadsheets, big data, on-premise files, relational databases, non-relational databases, data warehouses, and big data, to on-cloud data.
Tableau has a lot of pre-installed information on maps, such as cities, postal codes, and administrative boundaries.
Tableau has a foolproof security system based on authentication and permission systems for data connections and user access. Tableau also gives you the freedom to integrate with other security protocols.

Tableau stands out among its competitors for a number of reasons. Some of these include its fast data access, easy creation of visualizations, and its stability. PeerSpot users take note of the advantages of these features in their reviews:

Romil S., Deputy General Manager of IT at Nayara Energy, notes, "Its visualizations are good, and its features make the development process a little less time-consuming. It has an in-memory extract feature that allows us to extract data and keep it on the server, and then our users can use it quickly.

Ariful M., Consulting Practice Partner of Data, Analytics & AI at FH, writes, “Tableau is very flexible and easy to learn. It has drag-and-drop function analytics, and its design is very good.”

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

More than 23,000 leading organizations across multiple industries use Cognos. Some examples of Cognos customers include BMW Financial Services, Quinte Health Care, Troy Corporation, Michigan State University, and GKN Land System.

Accenture, Adobe, Amazon.com, Bank of America, Charles Schwab Corp, Citigroup, Coca-Cola Company, Cornell University, Dell, Deloitte, Duke University, eBay, Exxon Mobil, Fannie Mae, Ferrari, French Red Cross, Goldman Sachs, Google, Government of Canada, HP, Intel, Johns Hopkins Hospital, Macy's, Merck, The New York Times, PayPal, Pfizer, US Army, US Air Force, Skype, and Walmart.

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

Buyer's Guide

Tableau vs. Zendesk

October 2024

Free Report: Tableau vs. Zendesk

Find out what your peers are saying about Tableau vs. Zendesk and other solutions. Updated: October 2024.

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