What users are saying about
2 Ratings
22 Ratings
2 Ratings
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Score 9.1 out of 100
22 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.1 out of 100

Feature Set Ratings

  • 9 Spokes ranks higher in 3 feature sets: Data Discovery and Visualization, Access Control and Security, Mobile Capabilities
  • Zendesk Explore ranks higher in 2 feature sets: BI Standard Reporting, Ad-hoc Reporting

BI Standard Reporting

9.0

9 Spokes

90%
9.1

Zendesk Explore

91%
Zendesk Explore ranks higher in 3/3 features

Customizable dashboards

9.0
90%
1 Rating
10.0
100%
5 Ratings

Pixel Perfect reports

N/A
0 Ratings
9.0
90%
2 Ratings

Report Formatting Templates

N/A
0 Ratings
8.4
84%
3 Ratings

Ad-hoc Reporting

7.0

9 Spokes

70%
9.7

Zendesk Explore

97%
Zendesk Explore ranks higher in 4/4 features

Drill-down analysis

7.0
70%
1 Rating
10.0
100%
5 Ratings

Formatting capabilities

N/A
0 Ratings
10.0
100%
5 Ratings

Integration with R or other statistical packages

N/A
0 Ratings
10.0
100%
2 Ratings

Report sharing and collaboration

N/A
0 Ratings
9.0
90%
5 Ratings

Data Discovery and Visualization

10.0

9 Spokes

100%
9.0

Zendesk Explore

90%
Zendesk Explore ranks higher in 3/3 features

Pre-built visualization formats (heatmaps, scatter plots etc.)

10.0
100%
1 Rating
10.0
100%
3 Ratings

Location Analytics / Geographic Visualization

N/A
0 Ratings
8.6
86%
3 Ratings

Predictive Analytics

N/A
0 Ratings
8.6
86%
2 Ratings

Access Control and Security

9.0

9 Spokes

90%
8.7

Zendesk Explore

87%
Zendesk Explore ranks higher in 4/4 features

Multi-User Support (named login)

9.0
90%
1 Rating
10.0
100%
4 Ratings

Role-Based Security Model

N/A
0 Ratings
7.2
72%
5 Ratings

Multiple Access Permission Levels (Create, Read, Delete)

N/A
0 Ratings
8.6
86%
4 Ratings

Single Sign-On (SSO)

N/A
0 Ratings
9.0
90%
5 Ratings

Mobile Capabilities

8.0

9 Spokes

80%
5.5

Zendesk Explore

55%
9 Spokes ranks higher in 1/2 features

Responsive Design for Web Access

6.0
60%
1 Rating
7.0
70%
1 Rating

Dashboard / Report / Visualization Interactivity on Mobile

10.0
100%
1 Rating
4.1
41%
3 Ratings

Report Output and Scheduling

9 Spokes

Feature Set Not Supported
N/A
6.6

Zendesk Explore

66%
Zendesk Explore ranks higher in 4/4 features

Publish to Web

N/A
0 Ratings
7.0
70%
3 Ratings

Publish to PDF

N/A
0 Ratings
7.1
71%
4 Ratings

Report Versioning

N/A
0 Ratings
4.0
40%
1 Rating

Report Delivery Scheduling

N/A
0 Ratings
8.4
84%
4 Ratings

Application Program Interfaces (APIs) / Embedding

9 Spokes

Feature Set Not Supported
N/A
10.0

Zendesk Explore

100%
Zendesk Explore ranks higher in 1/1 features

REST API

N/A
0 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • Zendesk Explore is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.0

9 Spokes

70%
1 Rating
7.5

Zendesk Explore

75%
5 Ratings

Usability

9 Spokes

N/A
0 Ratings
10.0

Zendesk Explore

100%
2 Ratings

Support Rating

5.0

9 Spokes

50%
2 Ratings
10.0

Zendesk Explore

100%
2 Ratings

Likelihood to Recommend

9 Spokes

Good for letting your investors, employees and others know at a glance how your company is doing. The interface is clean and organized well. I just wish more of the app's functionality was available for testing and implementation. "Coming soon" is not really encouraging when we already have been waiting for a year or more.
Anonymous | TrustRadius Reviewer

Zendesk Explore

Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports. In addition, if you know basic coding or SQL, you can create your own metrics and attributes to capture extremely specific elements such as the tickets that contain a certain word or etc.
Anonymous | TrustRadius Reviewer

Pros

9 Spokes

  • Grouping several apps in one place for easy viewing.
  • Clean dashboard interface that looks uncluttered when viewing several apps at once.
  • Setting up the apps is a breeze when the platform supports them.
Anonymous | TrustRadius Reviewer

Zendesk Explore

  • As with most "suite" products, if you already use other Zendesk features (Chat, Talk, etc), then Zendesk Explore adds an extra facet to the customer experience. The more we know about our clientele, the better we can understand/anticipate their needs.
  • I like that we can get as in-depth as we feel is necessary. For example, is just one customer having an issue? Or are many experiencing a similar problem? We can better rack this type of trend using Explore.
  • Our team can dive deep into the data based on exactly what we're looking for. If the marketing team wants a certain kind of segment, we can give them that info. If we want to sort by date or another set of parameters, we can do that as well.
Anonymous | TrustRadius Reviewer

Cons

9 Spokes

  • Integration with apps that are listed. Some of them are not supported yet and it seems the wait is taking longer than I'd like.
  • iPhone support. It would be nice to have this in the app store. Not available as of 04/25/2018.
Anonymous | TrustRadius Reviewer

Zendesk Explore

  • More detailed pieces of training on where to find datasets/queries.
  • Have demo reports to do live trainings; instead of watching videos.
  • Have a key as to what all of the datasets mean.
  • Have a pop-up that analyzes the data "looks like your csat dropped this week!" etc...
Alexandra Rouzier | TrustRadius Reviewer

Pricing Details

9 Spokes

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Zendesk Explore

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Usability

9 Spokes

No score
No answers yet
No answers on this topic

Zendesk Explore

Zendesk Explore 10.0
Based on 2 answers
As previously mentioned, Zendesk Explore is easy to use. There are lots of materials in Zendesk Community. In addition, the live support will also help a lot in learning Zendesk Explore, especially for beginners. Zendesk Explore might be difficult at first to learn, but anyone could learn it in just 7 days. Once the fundamentals are locked in, moving from that place to becoming an amateur at Zendesk Explore is extremely easy. Lastly, if you know basic coding and SQL, you can be a pro at it already.
Anonymous | TrustRadius Reviewer

Support Rating

9 Spokes

9 Spokes 5.0
Based on 2 answers
Support was helpful in the beginning but no longer needed because I didn't use the software as much. The experience that I did have with support was very friendly but not enough to give a good review. If the support team was called for initial setup, video chat or messenger app was used.
Anonymous | TrustRadius Reviewer

Zendesk Explore

Zendesk Explore 10.0
Based on 2 answers
Support for all of Zendesk has exceeding my expectations. This company will always get a 10 out of 10 in my book. Any question you have they make sure you have the answer plus a step-by-step guide on how to do each step so you are set up for success!
Alexandra Rouzier | TrustRadius Reviewer

Alternatives Considered

9 Spokes

I actually chose QuickBooks (currently using) and Method (used for a month) before deciding that 9 Spokes is just good for looking at a few apps in one place. I'll keep checking back with them to see if they have improved. I wouldn't be surprised if 9 Spokes improves their product within the next 6-12 months.
Anonymous | TrustRadius Reviewer

Zendesk Explore

For support data, we have only used Explore because it came with our ZenDesk membership. So I can't speak to other solutions! That said, it's awesome to have Knowledge Base and support data in one place.
Julie Pinto | TrustRadius Reviewer

Return on Investment

9 Spokes

No answers on this topic

Zendesk Explore

  • Identify surge ticket periods which help planning.
  • Identify CSAT Trend and use the data to improve customer satisfaction.
  • Identify SLA Trend and use the data to reduce turnaround time.
  • Identify 1-Touch % and use the data to improve response.
Anonymous | TrustRadius Reviewer

Screenshots

Zendesk Explore

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