OpenText Magellan BI & Reporting vs. Zendesk Explore

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
OpenText Magellan BI & Reporting
Score 7.3 out of 10
N/A
The OpenText Magellan BI & Reporting (formerly OpenText Information Hub (iHub)) component of OpenText™ Magellan™ Analytics Suite is a scalable analytics and data visualization platform that enables IT leaders and their teams to design, deploy, and manage secure, interactive web applications, reports, and dashboards fed by multiple data sources. Magellan BI & Reporting supports high volumes of users, and its integration APIs enable embedded analytic content in any app, displayed on any…N/A
Zendesk Explore
Score 7.8 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
OpenText Magellan BI & ReportingZendesk Explore
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
OpenText Magellan BI & ReportingZendesk Explore
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
OpenText Magellan BI & ReportingZendesk Explore
Top Pros
Top Cons
Features
OpenText Magellan BI & ReportingZendesk Explore
BI Standard Reporting
Comparison of BI Standard Reporting features of Product A and Product B
OpenText Magellan BI & Reporting
5.0
1 Ratings
32% below category average
Zendesk Explore
9.0
9 Ratings
9% above category average
Pixel Perfect reports7.01 Ratings7.15 Ratings
Customizable dashboards2.01 Ratings10.09 Ratings
Report Formatting Templates6.01 Ratings9.97 Ratings
Ad-hoc Reporting
Comparison of Ad-hoc Reporting features of Product A and Product B
OpenText Magellan BI & Reporting
7.7
1 Ratings
1% below category average
Zendesk Explore
8.5
9 Ratings
5% above category average
Drill-down analysis6.01 Ratings9.59 Ratings
Formatting capabilities9.01 Ratings9.09 Ratings
Report sharing and collaboration8.01 Ratings10.09 Ratings
Integration with R or other statistical packages00 Ratings5.65 Ratings
Data Discovery and Visualization
Comparison of Data Discovery and Visualization features of Product A and Product B
OpenText Magellan BI & Reporting
7.0
1 Ratings
7% below category average
Zendesk Explore
7.7
7 Ratings
5% below category average
Pre-built visualization formats (heatmaps, scatter plots etc.)7.01 Ratings7.46 Ratings
Location Analytics / Geographic Visualization7.01 Ratings7.66 Ratings
Predictive Analytics00 Ratings6.55 Ratings
Pattern Recognition and Data Mining00 Ratings9.43 Ratings
Access Control and Security
Comparison of Access Control and Security features of Product A and Product B
OpenText Magellan BI & Reporting
8.7
1 Ratings
16% above category average
Zendesk Explore
9.2
9 Ratings
7% above category average
Multi-User Support (named login)10.01 Ratings9.58 Ratings
Role-Based Security Model6.01 Ratings9.59 Ratings
Multiple Access Permission Levels (Create, Read, Delete)10.01 Ratings8.07 Ratings
Report-Level Access Control00 Ratings9.04 Ratings
Single Sign-On (SSO)00 Ratings10.07 Ratings
Application Program Interfaces (APIs) / Embedding
Comparison of Application Program Interfaces (APIs) / Embedding features of Product A and Product B
OpenText Magellan BI & Reporting
7.0
1 Ratings
6% below category average
Zendesk Explore
6.3
4 Ratings
23% below category average
REST API7.01 Ratings6.14 Ratings
Javascript API9.01 Ratings6.33 Ratings
Java API7.01 Ratings5.93 Ratings
iFrames00 Ratings6.03 Ratings
Themeable User Interface (UI)00 Ratings6.63 Ratings
Customizable Platform (Open Source)00 Ratings7.02 Ratings
Report Output and Scheduling
Comparison of Report Output and Scheduling features of Product A and Product B
OpenText Magellan BI & Reporting
-
Ratings
Zendesk Explore
8.6
9 Ratings
3% above category average
Publish to Web00 Ratings7.86 Ratings
Publish to PDF00 Ratings9.07 Ratings
Report Versioning00 Ratings9.03 Ratings
Report Delivery Scheduling00 Ratings8.97 Ratings
Delivery to Remote Servers00 Ratings8.54 Ratings
Mobile Capabilities
Comparison of Mobile Capabilities features of Product A and Product B
OpenText Magellan BI & Reporting
-
Ratings
Zendesk Explore
8.0
7 Ratings
1% above category average
Responsive Design for Web Access00 Ratings6.85 Ratings
Mobile Application00 Ratings8.42 Ratings
Dashboard / Report / Visualization Interactivity on Mobile00 Ratings8.96 Ratings
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Medium-sized Companies
Reveal
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Score 9.9 out of 10
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Score 9.9 out of 10
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User Ratings
OpenText Magellan BI & ReportingZendesk Explore
Likelihood to Recommend
5.0
(1 ratings)
9.2
(9 ratings)
Usability
-
(0 ratings)
10.0
(2 ratings)
Support Rating
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
OpenText Magellan BI & ReportingZendesk Explore
Likelihood to Recommend
OpenText
iHub is a decent enough environment that it serves our needs. We can have unlimited users and it can tie into AD although we do not use that feature currently. It is a decent place to store all of the reports in one location, even though for us it is not visually appealing to the end users. iHub is not a place where you want to create robust/interactive dashboards for end users to drill through and follow a "story".
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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
OpenText
  • It is fairly easy to set the sharing rules for a report/dashboard.
  • They have a decent amount of time frame options for setting a schedule to generate a report.
  • The support is mostly helpful and timely if you have an issue.
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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
OpenText
  • Setting up a "dashboard" is extremely lacking in functionality. The different chart widgets you place on the page do not interact with each other. When you select an item from one do not expect it to highlight or filter another.
  • The speed and stability are not great, but maybe that is just our environment not being up to snuff...even though we are above the "recommended" settings.
  • The main GUI for a user is TERRIBLE. You log into a File Tree format where you have to navigate folders to reach the correct dashboard. There are ways around this, but it would either require an expensive payment to the Professional Services team to revamp to UI or another option they gave us was to create the "Default Dashboard" and provide that link to users and in that Dashboard, you use a new tab to include the navigation back to the main screen so that at least on the initial load the user is taken to a friendly looking dashboard instead of a file tree.
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Zendesk
  • 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
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Usability
OpenText
No answers on this topic
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
OpenText
No answers on this topic
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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Alternatives Considered
OpenText
Our instance of iHub does not stack up against the other larger BI tools out today. It is a good place to store reports in a central location that allows users to run very specific reports on demand, but it is not a place I would want to store all of my "dashboards". As far as holding individual reports that are specific to an individual need, it is a great tool. If you want to create a report that will be used as a Template for a Form or a Label, iHub is a good choice to store and schedule the report or call it via API to generate it and return it to your calling app.
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Zendesk
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.
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Return on Investment
OpenText
No answers on this topic
Zendesk
  • Money saved due to proper staffing.
  • Happier Staff- proper staffing ensures no one is overworked.
  • Ability to quickly pinpoint where issues are and why.
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ScreenShots

OpenText Magellan BI & Reporting Screenshots

Screenshot of A Magellan dashboard that an individual can interact with and personalize to their needs, such as changing chart types or computations.Screenshot of An ad-hoc report being created through the Magellan Analytics Studio, a component of Magellan BI & Reporting.