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

• Software Change Management
• IBM i development
• Object relationships

Incentivized

• Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
• The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
• I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
• It is completely a feature rich platform.

Incentivized

• Check-in checkout process can be cumbersome
• UI is crowded and not intuitive
• Requires in house expertise maintain and manage

Incentivized

• When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
• Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)

Incentivized

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

Incentivized

Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program.

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

Their support is excellent. They are always available to answer all your queries and doubts. Be it a call or email or even live chat. You will always get a prompt response from their customer support executives. They are very much familiar with the product and all its functionality. Sometimes you get stuck and don’t know what to do. They are always there for your questions

Incentivized

There are not a lot of CMS solutions for the IBM i server. Midrange Dynamics MDCMS is definitely one to consider. It seems very similar to Aldon Rocket and has a lot more functionality. I haven't used it but I have been to a demo and it looks promising. It seems a lot more intuitive and the promotions seem easier. However, that was a demo environment and even then it crashed so there's that to consider....

Incentivized

Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile application for on the go usage which Zoho Desk has easily handled with applications for both Android and IOS devices.

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

• By running reports based on ticket, we can see how much time is spent on each customer and can manage these customers better based on what we see are there issues
• We can also run reports based on the types of queries customers are coming in with which allows us to develop our product based on actual customers needs as a whole.
• Automatic reporting once set up saves many man hours as new customers can be added automatically if required, and it saves having to build these reports monthly or possibly weekly

Incentivized