What users are saying about
52 Ratings
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Score 8.9 out of 100
28 Ratings
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Score 7.4 out of 100

Feature Set Ratings

  • SAS Business Intelligence ranks higher in 3 feature sets: Report Output and Scheduling, Access Control and Security, Mobile Capabilities
  • Zendesk Explore ranks higher in 4 feature sets: BI Standard Reporting, Ad-hoc Reporting, Data Discovery and Visualization, Application Program Interfaces (APIs) / Embedding

BI Standard Reporting

6.7

SAS Business Intelligence

67%
9.0

Zendesk Explore

90%
Zendesk Explore ranks higher in 3/3 features

Pixel Perfect reports

7.1
71%
5 Ratings
8.8
88%
2 Ratings

Customizable dashboards

7.1
71%
5 Ratings
10.0
100%
5 Ratings

Report Formatting Templates

6.1
61%
5 Ratings
8.1
81%
3 Ratings

Ad-hoc Reporting

7.0

SAS Business Intelligence

70%
9.8

Zendesk Explore

98%
Zendesk Explore ranks higher in 3/4 features

Drill-down analysis

5.2
52%
5 Ratings
10.0
100%
5 Ratings

Formatting capabilities

7.1
71%
5 Ratings
10.0
100%
5 Ratings

Integration with R or other statistical packages

6.0
60%
5 Ratings
10.0
100%
2 Ratings

Report sharing and collaboration

9.8
98%
5 Ratings
9.2
92%
5 Ratings

Report Output and Scheduling

9.5

SAS Business Intelligence

95%
6.7

Zendesk Explore

67%
SAS Business Intelligence ranks higher in 5/5 features

Publish to Web

8.0
80%
5 Ratings
7.0
70%
3 Ratings

Publish to PDF

9.9
99%
5 Ratings
7.7
77%
4 Ratings

Report Versioning

9.9
99%
5 Ratings
4.0
40%
1 Rating

Report Delivery Scheduling

9.9
99%
5 Ratings
8.1
81%
4 Ratings

Delivery to Remote Servers

9.9
99%
4 Ratings
N/A
0 Ratings

Data Discovery and Visualization

8.6

SAS Business Intelligence

86%
9.2

Zendesk Explore

92%
SAS Business Intelligence ranks higher in 2/3 features

Pre-built visualization formats (heatmaps, scatter plots etc.)

7.0
70%
3 Ratings
10.0
100%
3 Ratings

Location Analytics / Geographic Visualization

8.9
89%
4 Ratings
8.9
89%
3 Ratings

Predictive Analytics

9.9
99%
4 Ratings
8.9
89%
2 Ratings

Access Control and Security

9.9

SAS Business Intelligence

99%
8.8

Zendesk Explore

88%
SAS Business Intelligence ranks higher in 3/4 features

Multi-User Support (named login)

9.9
99%
5 Ratings
10.0
100%
4 Ratings

Role-Based Security Model

9.9
99%
5 Ratings
7.7
77%
5 Ratings

Multiple Access Permission Levels (Create, Read, Delete)

9.9
99%
5 Ratings
8.9
89%
4 Ratings

Single Sign-On (SSO)

9.9
99%
4 Ratings
8.8
88%
5 Ratings

Mobile Capabilities

5.8

SAS Business Intelligence

58%
5.6

Zendesk Explore

56%
SAS Business Intelligence ranks higher in 3/3 features

Responsive Design for Web Access

7.1
71%
4 Ratings
7.0
70%
1 Rating

Mobile Application

5.1
51%
4 Ratings
N/A
0 Ratings

Dashboard / Report / Visualization Interactivity on Mobile

6.1
61%
4 Ratings
4.2
42%
3 Ratings

Application Program Interfaces (APIs) / Embedding

7.3

SAS Business Intelligence

73%
10.0

Zendesk Explore

100%
SAS Business Intelligence ranks higher in 5/6 features

REST API

8.0
80%
3 Ratings
10.0
100%
1 Rating

Javascript API

6.1
61%
3 Ratings
N/A
0 Ratings

iFrames

6.0
60%
3 Ratings
N/A
0 Ratings

Java API

7.9
79%
3 Ratings
N/A
0 Ratings

Themeable User Interface (UI)

10.0
100%
2 Ratings
N/A
0 Ratings

Customizable Platform (Open Source)

6.0
60%
1 Rating
N/A
0 Ratings

Attribute Ratings

  • SAS Business Intelligence is rated higher in 1 area: Likelihood to Recommend
  • Zendesk Explore is rated higher in 2 areas: Usability, Support Rating

Likelihood to Recommend

7.7

SAS Business Intelligence

77%
9 Ratings
7.3

Zendesk Explore

73%
5 Ratings

Likelihood to Renew

9.3

SAS Business Intelligence

93%
3 Ratings

Zendesk Explore

N/A
0 Ratings

Usability

6.0

SAS Business Intelligence

60%
1 Rating
10.0

Zendesk Explore

100%
2 Ratings

Support Rating

8.0

SAS Business Intelligence

80%
3 Ratings
10.0

Zendesk Explore

100%
2 Ratings

Likelihood to Recommend

SAS

SAS Business Intelligence is more suited to organizations which are already using SAS as the primary software for their analytics needs. Learning curve is relatively shorter for teams already skilled in BASE SAS. For organizations already working with open source software like Julia and Python, it doesn't make much sense to use SAS BI.
Read full review

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.
Read full review

Pros

SAS

  • SAS BI makes it very easy to create interactive dashboards even for someone who is not from an IT background. For some specific requirements, basic knowledge of SQL is good enough.
  • A lot of functions have been predefined which makes it very convenient to create dashboards and reports. One doesn't need to be from an IT or a programming background to understand and create dashboards.
  • It supports other programming languages like R and also has a seamless API integration with various data management platforms.
Read full review

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.
Read full review

Cons

SAS

  • There will be a steep learning curve for individuals transitioning from BASE SAS to SAS BI. Our department was filled with experienced SAS programmers, but that did little to prepare us for the challenges of SAS BI. Training will be a must.
  • It is possible, but extremely difficult to customize the web-based portions of SAS BI, like the Information Delivery Portal or Web Report Studio. Having an out-of-the box solution is great to get up and coming quickly, but customizing the look and feel for the web-based users will require some previous web design skills.
  • In order to fully appreciate the features of SAS BI, you absolutely need someone on your team with a background in platform administration, security, web design or some other basic IT skills. Alternatively, you may just need strong support from your IT department. Simply having a group of individuals experienced in BASE SAS will not cut it.
Read full review

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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Pricing Details

SAS Business Intelligence

Starting Price

Editions & Modules

SAS Business Intelligence editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Zendesk Explore

    Starting Price

    Editions & Modules

    Zendesk Explore editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      SAS

      There is no other product that can match SAS. There are some products that can compare to ETL but lack the analytics that SAS has. Others can perform a limited set of analytical procedures but lack the data processing that comes with SAS. Using thin client allows users to access data whenever they have an internet connection.
      Read full review

      Zendesk

      No answers on this topic

      Usability

      SAS

      SAS BI is good for creating reports and dashboards and then sharing it with the users. It also has ability to manage access to the reports and dashboards but somehow with most of the world moving to open source languages R, Python and Julia, SAS BI feels to be archaic in terms of feature set and integrations it allow[s]. Also, comparing it with other Business Intelligence tools like Tableau and Microsoft BI, the functionality of SAS BI is very limited and doesn't justify the pricing.
      Read full review

      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.
      Read full review

      Support Rating

      SAS

      When you call tech support, you are immediately routed to a person who can answer your question. Often they can answer on the spot. However, if they cannot, you are given a track number and then followed up with. There have been times when I have had multiple track numbers open and they will actually TRACK YOU DOWN to ensure that your problem has been resolved. Issues do not fall into black holes with SAS. They are also willing to do a WebEx with you to diagnose the problem by seeing your environment, which is always helpful.
      Read full review

      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!
      Read full review

      Alternatives Considered

      SAS

      SAS Business Intelligence is not the cream of the crop for business intelligence applications, but it is not far behind. The software is generally easier to apply than most other business intelligence software. Additionally, SAS Business Intelligence runs smoothly in the background when making real-time updates. With that said, the software is not as efficient of many of the other business intelligence software applications that have been on the market for longer than this one.
      Read full review

      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.
      Read full review

      Return on Investment

      SAS

      • Having a stable reporting environment. That is, everyone is using the same starting data, thus alleviating differences for timing, etc.
      • Allows for a simple reporting environment for executives which do not have the technical knowledge to gather the data
      Read full review

      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.
      Read full review

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