MS SharePoint / SQL vs. Zendesk Explore

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
MS SharePoint / SQL
Score 8.4 out of 10
N/A
MS SharePoint / SQL refers to Microsoft Sharepoint, a web-based collaborative platform, being used in tandem with Microsoft SQL Server to provide business intelligence analytics and reporting. They can provide BI content such as data connections, reports, scorecards, dashboards, and more.N/A
Zendesk Explore
Score 7.5 out of 10
N/A
Zendesk offers Explore, a business intelligence and customer analytics tool which integrates with the Zendesk suite featuring ticket analytics, custom fields, dashboards, and other features. Zendesk is migrating customers of the BIME analytics product, which is approaching end of support, to Zendesk Explore in 2019.N/A
Pricing
MS SharePoint / SQLZendesk Explore
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
MS SharePoint / SQLZendesk Explore
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
More Pricing Information
Community Pulse
MS SharePoint / SQLZendesk Explore
Top Pros
Top Cons
Features
MS SharePoint / SQLZendesk Explore
BI Standard Reporting
Comparison of BI Standard Reporting features of Product A and Product B
MS SharePoint / SQL
8.1
55 Ratings
Zendesk Explore
8.9
5 Ratings
Pixel Perfect reports7.837 Ratings8.62 Ratings
Customizable dashboards7.253 Ratings10.05 Ratings
Report Formatting Templates9.445 Ratings8.03 Ratings
Ad-hoc Reporting
Comparison of Ad-hoc Reporting features of Product A and Product B
MS SharePoint / SQL
8.3
51 Ratings
Zendesk Explore
9.8
5 Ratings
Drill-down analysis8.441 Ratings10.05 Ratings
Formatting capabilities7.951 Ratings10.05 Ratings
Integration with R or other statistical packages8.030 Ratings10.02 Ratings
Report sharing and collaboration8.949 Ratings9.45 Ratings
Report Output and Scheduling
Comparison of Report Output and Scheduling features of Product A and Product B
MS SharePoint / SQL
8.6
56 Ratings
Zendesk Explore
6.8
5 Ratings
Publish to Web7.952 Ratings7.03 Ratings
Publish to PDF7.948 Ratings8.14 Ratings
Report Versioning7.945 Ratings4.01 Ratings
Report Delivery Scheduling9.241 Ratings8.04 Ratings
Delivery to Remote Servers10.033 Ratings00 Ratings
Data Discovery and Visualization
Comparison of Data Discovery and Visualization features of Product A and Product B
MS SharePoint / SQL
9.3
34 Ratings
Zendesk Explore
9.4
3 Ratings
Pre-built visualization formats (heatmaps, scatter plots etc.)8.534 Ratings10.03 Ratings
Location Analytics / Geographic Visualization9.733 Ratings9.03 Ratings
Predictive Analytics9.729 Ratings9.02 Ratings
Access Control and Security
Comparison of Access Control and Security features of Product A and Product B
MS SharePoint / SQL
8.8
66 Ratings
Zendesk Explore
8.9
5 Ratings
Multi-User Support (named login)9.358 Ratings10.04 Ratings
Role-Based Security Model8.961 Ratings8.15 Ratings
Multiple Access Permission Levels (Create, Read, Delete)8.165 Ratings9.04 Ratings
Single Sign-On (SSO)8.852 Ratings8.65 Ratings
Mobile Capabilities
Comparison of Mobile Capabilities features of Product A and Product B
MS SharePoint / SQL
9.0
57 Ratings
Zendesk Explore
5.7
3 Ratings
Responsive Design for Web Access8.353 Ratings7.01 Ratings
Mobile Application10.034 Ratings00 Ratings
Dashboard / Report / Visualization Interactivity on Mobile7.938 Ratings4.43 Ratings
Application Program Interfaces (APIs) / Embedding
Comparison of Application Program Interfaces (APIs) / Embedding features of Product A and Product B
MS SharePoint / SQL
9.2
37 Ratings
Zendesk Explore
10.0
1 Ratings
REST API9.227 Ratings10.01 Ratings
Javascript API9.226 Ratings00 Ratings
iFrames9.227 Ratings00 Ratings
Java API9.226 Ratings00 Ratings
Themeable User Interface (UI)9.232 Ratings00 Ratings
Customizable Platform (Open Source)9.222 Ratings00 Ratings
User Ratings
MS SharePoint / SQLZendesk Explore
Likelihood to Recommend
8.3
(74 ratings)
7.1
(5 ratings)
Likelihood to Renew
8.8
(7 ratings)
-
(0 ratings)
Usability
8.5
(7 ratings)
10.0
(2 ratings)
Support Rating
8.6
(9 ratings)
10.0
(2 ratings)
Implementation Rating
7.0
(4 ratings)
-
(0 ratings)
User Testimonials
MS SharePoint / SQLZendesk Explore
Likelihood to Recommend
Microsoft
A simple and important scenario well suited is that you can configure alerts to notify you when the production server fails. another best feature is the report server is the central component of reporting services. For me something less appropriate is that the admin must ensure optimal performance for farm operations, they recommend that you install SQL Server on a dedicated server that does not run other farm roles and does not host databases for other applications.
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Zendesk
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.
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Pros
Microsoft
  • Flexible - able to make any changes we would like vs traditional service desk system.
  • ROI - We were already using SharePoint for internal intranet, so we are simply getting more use out of licensing we had already committed to.
  • Easy to use for end users.
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Zendesk
  • 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.
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Cons
Microsoft
  • It is hard to setup and nightmare
  • It requires a of infrastructure, thus it could be costly because of requirement and licensing required for everything to run smoothly
  • If it is not setup and organized properly from the beginning it could be maintenance nightmare
  • It is hard to have "test" environment to do patches or similar
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Zendesk
  • 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...
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Likelihood to Renew
Microsoft
This was a long-term buy-in from a corporate perspective, to remain in the SharePoint space. Migration is certainly possible, which is good for planning and having options further out. At this point, the only planned migration is to eventually move the architecture up to SharePoint/SQL 2013. At that point, we will be able to leverage some greater efficiencies, some enhanced content design and management features, and some more current social features. It is well worth a full consideration in any shop looking at a new implementation of or migration to SharePoint (although you will probably be considering 2013 versions or beyond in those discussions), but the platform should be a strong competitor to any alternatives. Realizing the capability of a fully-branded and customized website was not part of the original choice for the architecture at Lincoln, but seeing it implemented and functioning now with this capacity far beyond original expectations has certainly cemented plans to continue using it.
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Zendesk
No answers on this topic
Usability
Microsoft
SharePoint is very complex. This makes usability somewhat difficult from an IT perspective. An IT generalist will be able to pick it up and run with basic tasks. More customized functions would require significant specialized training and therefore limit what a standard user would be able to achieve. From an end user perspective, it's pretty straightforward to use.
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Zendesk
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.
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Support Rating
Microsoft
It's been fantastic in terms of Premier Support so far. If there is an issue and if you report if the product has an issue, they will act upon it immediately. In some cases, if you design/develop something using the platform, Microsoft appreciates it and... publishes it on their public website. But you have to wait for some time if it is a non-Premier Support issue as you may experience delays.
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Zendesk
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!
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Implementation Rating
Microsoft
Not implemented in best practice way, there are many customizations
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Zendesk
No answers on this topic
Alternatives Considered
Microsoft
At the time of the two large projects, SharePoint was the enterprise solution so we were required to use that. We have since lobbied the enterprise teams to review and consider Atlassian Confluence and were successful. Confluence is cheaper than Sharepoint which is why we wanted to bring that in. The enterprise has now made Confluence an enterprise solution as an alternative to SharePoint. After using both I think SharePoint has many more add-ins than Confluence. It has much more customization ability than Confluence. SharePoint is not good for mobile readiness. Confluence is so there is a difference that might lead you to Confluence over SharePoint. I would also say that SharePoint is very document-centric and that Confluence has better KM than SharePoint does. even with the use of SQL Server. We were told that we could not use Google Drive even though it had features we liked.
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Zendesk
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.
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Return on Investment
Microsoft
  • I've installed SharePoint in many different industries and each industry has seen greater collaboration among their teams both locally and nationally. The ability to collaborate more efficiently has reduced the need to have employees centrally located.
  • Companies which have used SharePoint in a end user training portal have had great ROI, since they can create the content once and share with all their users who subscribe to their training service. The web content management aspect of SharePoint is a very helpful feature.
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Zendesk
  • 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.
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