Likelihood to Recommend Its a great tool to have. The ability to come in the morning and by using the report being able see how the day will go. Seeing the goal and the current inventory and also to be able to adjust as the day goes on. With the report updates the report as changes to the inventory happen live or if any issues arise. being able to see that live and being to react quickly.
Read full review 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 Allows end users to easily dive into the data without having direct access to the table in our database management software. Can easily turnaround dashboards that are detailed and visually pleasing. Sigma is intuitive and as new features are rolled out it is easy to adopt and incorporate them into new and existing dashboards. Read full review 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 Viewer level license is quite limited. These users can't download data or even add filters on datasets. Something to keep in mind. Directly querying the underlying data warehouse will lead to increased usage. Not a big deal on something like Redshift, but your Snowflake consumption will increase, potentially by a lot. Read full review 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 Max César Director of Global Support Operations
Read full review Likelihood to Renew Sigma has helped us a lot and has become an integral part of our daily workflow. It would be difficult to switch to another platform and have to rebuild the numerous metrics and performance reports that we have already established
Read full review Usability It has a clean and modern interface. However, it is not completely intuitive. I think it would be better and easier to navigate with more Windows style drop down menus and/or tabls. There is a significant learning curve, but that may be due in part to the technical nature of this type of software tool.
Read full review 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 Reliability and Availability Yes, as long as you don’t conduct user error sigma is always up and running and waiting for you to complete your dashboards
Read full review Performance It depends, it loads quickly for smaller dashboards but when loading larger amounts of data it takes more time to do so
Read full review Support Rating Support team is helpful in answering questions and providing help with using the UI. There are knowledgeable people within the support team. There are also good online support tools. There are significant community support resources available. There is however lack of a live support. It would be useful to have live phone number or chat to use.
Read full review 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 Implementation Rating Was not involved in implementation
Read full review Alternatives Considered Sigma is by far the best. It is easiest to learn and easiest to use on a day to day basis. I never have to wait for dashboards to load and it's very easy to understand the variables that are going into my visualizations. Best of all I can manipulate the data within Sigma very easily. In these other platforms data manipulation is difficult or must be done in the data warehouse
Read full review 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.
Read full review Scalability It is a cloud service offering that is able to expand based on your usage
Read full review Return on Investment Monitoring health of cloud platform has allowed the company to anticipate issues before they affect customers – Sigma prompted us building a canary monitoring process that provides customer container health. Customer success has used an activity report to discover customers running runaway processes that they were unaware of, creating an alert to contact the customer and prevent an embarrassing situation. Customer success uses the activity report to prompt conversations regarding increases or declines in behavior that led to increasing contract limits or addressing churn concerns. Read full review Money saved due to proper staffing. Happier Staff- proper staffing ensures no one is overworked. Ability to quickly pinpoint where issues are and why. Read full review ScreenShots