Astrato Analytics vs. Zendesk Explore

Astrato Analytics provides a feature-rich application that it easy to use for the non-technical user yet robust enough to create a sophisticated SaaS application. Astrato Analytics provides native integration to all the major large cloud data platforms and the implementation is very straight forward. The value provided through their feature-rich platform and competitive pricing is unmatched.

Zendesk Explore is well suited for tracking ticket flow, agent performance, and customer satisfaction providing valuable insights into response and resolution time, workload and support quality. Particularly useful for monitoring ticket handling for different teams. Helps ensure accountability by tracking how long tickets remain assigned before being reassigned to another group. Drill down capability helps identify support bottlenecks. However, it is less appropriate for real time monitoring as it lacks real time data updates making it unsuitable for instant decision making.

Incentivized

• Writeback to the database is simple and straightforward and allows us to build apps in the tool with a level of interation that is not possible with other BI tools
• Version control that is built into the workbooks allows us to quickly deploy changes without the fear of losing the older version and maintianing both a historcal updates and the ability to rollback
• Easy connectivity to a wide range of data platforms including Snowflake, Databricks, and Google Workspace within the same tenant allows us to leverage data from each of these platforms for specific use cases

• Zendesk Explore is easy to use.
• Zendesk Explore allows users to create custom metrics.
• Zendesk Explore allows users to create custom attributes.
• Zendesk Explore is easy to learn.
• Compared to other analytics function of other Ticket Management System, Zendesk Explore is probably the best as of now.

Incentivized

• The product is still young, as a consequence, some features aren't as mature as competitors. Astrato has worked to catch up quickly, by rolling out new features regularly
• Better ability to control icons and themes from a central point, instead of having to add/change them on each report

Incentivized

• Some aspects of Zendesk, in general, are not super intuitive. The same goes for Zendesk Explore. And, while you can google answers and hope you find something helpful, there isn't a great way to learn to get the full potential out of the product unless you want to pay for someone from your team to take a class (which costs several hundred dollars).
• To piggyback off the last point, if you would prefer to get help from a Zendesk expert, you'll find that there is almost no customer support available to you. For a company that aims to help other companies help their customers, this has always struck me as odd. Again, Google is your friend and beyond that, you're mostly out of luck.

Incentivized

It is a very intuitive system, a pleasure to use, practical and simple, for medium to advanced activities. BI supervisors are delighted with much of the functionality, but highlight some weaknesses that they still have, such as the loading speed in HEIC-type files.

Without a doubt, it is a tool that has become essential in our business routine.

Incentivized

I rate Zendesk Explore 8 out of 10 for it's overall usability because it offers powerful reporting and analytics with an easy to navigate interface and intuitive dashboards. It helps improve customer satisfaction by providing valuable insights into ticket handling, agent performance and customer satisfaction. Though the complex query builder can be challenging for non technical users.

Incentivized

Very friendly, with online help, blog and community. The template documentation could be more complete, however.

Incentivized

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!

Incentivized

To scale PowerBi, we would have needed a staff of technical folks and a substantial budget, and we still probably could not have created the robust SaaS application we did with Astrato Analytics. Astrato Analytics allowed for a staff of two to create and rollout a SaaS Application in under 60 days and provided hands on support to us as needed. There really is no comparison.

I selected Zendesk Explore only to provide an easy and quick access for my managers and supervisors regading metrics and volume trends. Is not the most flexible nor complete data visualization tool, but works well for day-to-day follow ups. You need to use another tool if you want to see long-term patterns (e.g. month over month volume trends) and you need another platform if you want your interaction metrics to interact with other important factors of the business

• The ability to unify multiple platforms in Astrato provides cost savings.

• Money saved due to proper staffing.
• Happier Staff- proper staffing ensures no one is overworked.
• Ability to quickly pinpoint where issues are and why.

Incentivized