Likelihood to Recommend We have to calculate most all Lab / Pilot / Proposals sizing and results. The automated calculations in [Excel4apps] is awesome, as once you are familiar with them, it is easy to quickly implement them when needed.
Read full review 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.
Read full review Pros Easy to install and maintain. After the initial installation, there is little involvement by the technical administrators. Cloning production to a test environment does not require any additional setups unlike Oracle EBS which does. Loading data and reporting on this data is handled via EXCEL spreadsheets which is the "language" of our financial users. Read full review 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. Read full review Cons It is possible but difficult to retrieve data or set criteria from different module into a single report or retrieve. If it is more user friendly instead of having to create a complex formula to retrieve the data, this function will be utilized more often. It will be nice to have visual (graphs, etc.) report template available It is helpful if we can retrieve data for a range of date, instead of just YTD, PTD etc. and multi-year data all at once for comparison too. Read full review Flexibility: the platform is somewhat limited for the creation of "non-standard" metrics It is complicated to create dashboards with no previous Zendesk Explore knowledge The reliability of Zendesk Explore has not been great: we had at least 5 situations when the dashboard was not showing data and had to approach Customer service for support Read full review Usability I am not a power user of Excel. So I find Exel4apps a friendlier version of the things that I could do on Excel and making it easier with a magic wand.
Read full review 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.
Read full review Support Rating I have not needed support yet
Read full review 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!
Read full review Alternatives Considered Excel4apps is more user friendly and can retrieve data much easier and in a nicer format than Jaspersoft.
Qlik Sense is useful and have more visual reporting and dashboard. However, it is usually used for higher level of analyses and review. Yardi is used for specific purpose, which is different than Excel4apps. Excel4apps can pull all the financial data from Oracle, including billing and collections.
Read full review Zendesk Explore is more user friendly and the software plus maintenance cost is less. The report section is more detailed and no lag while creating report for a large data source. The report segments and formats are editable which make it more convenient to make a report according to a requirement for an individual.
Read full review Return on Investment Increase team transparency Increased reporting Read full review Money saved due to proper staffing. Happier Staff- proper staffing ensures no one is overworked. Ability to quickly pinpoint where issues are and why. Read full review ScreenShots