What users are saying about
46 Ratings
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Score 8.4 out of 100
11 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

SAS Visual Analytics

It is particularly well suited to big data collections that have good structure. It is not really designed for unstructured datasets (documents, etc). Its strength is the processing speed (particularly when implemented on Hadoop). It is not cheap but it is worth it!
Ian Macintosh | TrustRadius Reviewer

Zendesk Explore

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.
Chakkrit Leeraha | TrustRadius Reviewer

Feature Rating Comparison

BI Standard Reporting

SAS Visual Analytics
6.2
Zendesk Explore
9.7
Pixel Perfect reports
SAS Visual Analytics
3.3
Zendesk Explore
10.0
Customizable dashboards
SAS Visual Analytics
8.1
Zendesk Explore
9.6
Report Formatting Templates
SAS Visual Analytics
7.1
Zendesk Explore
9.5

Ad-hoc Reporting

SAS Visual Analytics
6.4
Zendesk Explore
8.9
Drill-down analysis
SAS Visual Analytics
6.2
Zendesk Explore
9.5
Formatting capabilities
SAS Visual Analytics
5.2
Zendesk Explore
9.1
Integration with R or other statistical packages
SAS Visual Analytics
7.1
Zendesk Explore
9.0
Report sharing and collaboration
SAS Visual Analytics
7.1
Zendesk Explore
7.9

Report Output and Scheduling

SAS Visual Analytics
7.5
Zendesk Explore
6.1
Publish to Web
SAS Visual Analytics
7.1
Zendesk Explore
6.6
Publish to PDF
SAS Visual Analytics
7.1
Zendesk Explore
4.5
Report Versioning
SAS Visual Analytics
8.1
Zendesk Explore
4.0
Report Delivery Scheduling
SAS Visual Analytics
8.1
Zendesk Explore
9.1
Delivery to Remote Servers
SAS Visual Analytics
7.1
Zendesk Explore

Data Discovery and Visualization

SAS Visual Analytics
8.1
Zendesk Explore
8.1
Pre-built visualization formats (heatmaps, scatter plots etc.)
SAS Visual Analytics
8.1
Zendesk Explore
9.8
Location Analytics / Geographic Visualization
SAS Visual Analytics
8.1
Zendesk Explore
7.5
Predictive Analytics
SAS Visual Analytics
8.1
Zendesk Explore
7.0

Access Control and Security

SAS Visual Analytics
7.9
Zendesk Explore
8.2
Multi-User Support (named login)
SAS Visual Analytics
8.1
Zendesk Explore
10.0
Role-Based Security Model
SAS Visual Analytics
7.1
Zendesk Explore
5.6
Multiple Access Permission Levels (Create, Read, Delete)
SAS Visual Analytics
8.1
Zendesk Explore
7.6
Single Sign-On (SSO)
SAS Visual Analytics
8.1
Zendesk Explore
9.7

Mobile Capabilities

SAS Visual Analytics
9.0
Zendesk Explore
5.4
Responsive Design for Web Access
SAS Visual Analytics
8.1
Zendesk Explore
7.0
Dedicated iOS Application
SAS Visual Analytics
9.9
Zendesk Explore
Dedicated Android Application
SAS Visual Analytics
9.9
Zendesk Explore
Dashboard / Report / Visualization Interactivity on Mobile
SAS Visual Analytics
8.1
Zendesk Explore
3.8

Application Program Interfaces (APIs) / Embedding

SAS Visual Analytics
9.3
Zendesk Explore
REST API
SAS Visual Analytics
8.1
Zendesk Explore
Javascript API
SAS Visual Analytics
9.9
Zendesk Explore
iFrames
SAS Visual Analytics
9.9
Zendesk Explore
Java API
SAS Visual Analytics
8.1
Zendesk Explore
Themeable User Interface (UI)
SAS Visual Analytics
9.9
Zendesk Explore
Customizable Platform (Open Source)
SAS Visual Analytics
9.9
Zendesk Explore

Pros

SAS Visual Analytics

  • Our staff are familiar with it as it is a common tool. Our training and implementation was short.
  • Installation was easy. Our staff was able to deploy to the receiving department relatively quickly. Though the download was a pretty good size.
  • Seems to crunch through large volumes of data (millions of records) pretty quickly as I've received no complaints on this front from staff.
Mike Narumiya | TrustRadius Reviewer

Zendesk Explore

  • 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.
Anonymous | TrustRadius Reviewer

Cons

SAS Visual Analytics

  • Customizing a report as per the user requirement.
  • Adding more color and font styles. Presenting data in a more colorful way.
  • The website has a lot of tutorials which is more inclined to the technical side. Maybe add more to the presentation side as well.
Banbhalang Kharpuri | TrustRadius Reviewer

Zendesk Explore

  • Query builder - Very hard to use if you don't know your way around data tools. For an org like ours, we don't have a specialized data analyst. It would help if Explore could appeal a bit more to novice data analysts by providing more guidance and being more prescriptive while keeping the option for the advanced approaches.
  • Lack of clarity on applied filters - When you build queries, you apply one set of filters. Then when you pull those queries into a dashboard, you can apply another set of filters to the whole dashboard. It's easy to get lost between the two, and you could end up with a misleading dataset if you don't keep close track of both. It would help if Explore gave better indications of the applied filters on each query when they are pulled into the dashboard.
  • Report builder - When I do share the data from these reports, I typically export each report, then write up an explanation and analysis of what the reading is seeing. It would be amazing if Explore would build out a dynamic report builder for users outside of ZenDesk. I want to share this data in context with our leadership.
Julie Pinto | TrustRadius Reviewer

Usability

SAS Visual Analytics

No score
No answers yet
No answers on this topic

Zendesk Explore

Zendesk Explore 10.0
Based on 1 answer
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.
Chakkrit Leeraha | TrustRadius Reviewer

Support Rating

SAS Visual Analytics

SAS Visual Analytics 10.0
Based on 1 answer
Excellent and fast support
suva sahu | TrustRadius Reviewer

Zendesk Explore

Zendesk Explore 10.0
Based on 1 answer
Zendesk Community is extremely useful for Zendesk Explore beginners. The live support provided by Zendesk will also help a lot. If you don't know anything you can ask live support right away. However, one drawback of Zendesk Community and Support is the creation of complex reports on Zendesk Explore. Zendesk Community and Support cannot really help you much if you are trying to build a complex report as they are not a complete expert on it as well.
Chakkrit Leeraha | TrustRadius Reviewer

Alternatives Considered

SAS Visual Analytics

SAS Visual Analytics stuck against IBM SPSS Modeler and Tableau in the sense that, it is far more accurate and reliable in the aspect of data and statistical analyses than others. Also, it is not just globally recognized as the leader in the field of statistical and data analysis, but also the most used statistical software worldwide. In addition, it combines the functionality of both IBM SPSS Modeler and Tableau which implies, it is comprehensive and has the widest coverage.
Anonymous | TrustRadius Reviewer

Zendesk Explore

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.
Julie Pinto | TrustRadius Reviewer

Return on Investment

SAS Visual Analytics

  • SAS Visual Analytics licensing cost should be reduced to enable users to use it in mass scale.
  • More statistical and mathematical equations and theories should be converted into SAS functions for reusing.
  • Because of enriched ETL and reporting capabilities SAS Visual Analytics is most preferred by business users.
suva sahu | TrustRadius Reviewer

Zendesk Explore

  • 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.
Chakkrit Leeraha | TrustRadius Reviewer

Screenshots

Pricing Details

SAS Visual Analytics

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

SAS Visual Analytics Editions & Modules

Edition
SAS Visual Analytics for SAS Cloud1
  1. Annual By Users: 5, 10, 20
Additional Pricing Details
SAS Visual Statistics and SAS Office Analytics are also available as add-ons.

Zendesk Explore

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Zendesk Explore Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

SAS Visual Analytics
7.1
Zendesk Explore
9.3

Usability

SAS Visual Analytics
Zendesk Explore
10.0

Support Rating

SAS Visual Analytics
10.0
Zendesk Explore
10.0

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