Incorta vs. Zendesk Explore

The best aspect of Incorta is the ability to retain fidelity to raw data sources. Incorta does not require an ETL process or pre-aggregation to get results. Another great feature is the Business Schema. The ability to present data in localized business language is key to citizen development. The solution is a complete platform from ingestion to presentation. There is no need for additional products to provide high-performing dashboards. It is worth repeating that no ETL is required. If you need high-speed ingestion and presentation of millions of rows of data while retaining access to the raw data, Incorta is the right platform.

Incentivized

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

• Speed - ingestion and delivery of data
• Customization
• Support
• Training

Incentivized

• 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

• Broader use of formula columns in insights
• Formula enhancements to all commenting
• Greater formatting of Insights

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

There are improvements to the formula area that would make this rating go higher. Formatting is also in need of enhancement.

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

I have interacted with support on many occasions. They are professional and knowledgeable and have solved every issue and asked every question or directed me to the appropriate resource who can.

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

Each of the other solutions required an ETL to prepare data for ingestion and presentation. Our requirements were for no ELT. Attempting to use raw data sources with both of the other solutions did not provide the performance required (or in the case of Tableau, never finished.) Incorta provides the capability to utilize citizen developers. The other solutions required technical skills beyond the average citizen developer.

Incentivized

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

• Visibility to daily operations and pacing
• Visibility on daily ACH return facilitating action per client
• Client reporting accepted very well

Incentivized

• 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