TARGIT vs. Zendesk Explore

Targit is very strong when the data is presented to the system. Because of this, we are able to report on almost all of the information that is valuable to us. When we have questions or ideas on how to better leverage Targit, they are great to work with. We track our sales progress/process in Targit and AP tracks things such as outstanding invoices, open invoices, etc

Zendesk Explore is well suited for tracking ticket flow, agent performance, and customer satisfaction providing valuable insights into response and resolution time, workload and support quality. Particularly useful for monitoring ticket handling for different teams. Helps ensure accountability by tracking how long tickets remain assigned before being reassigned to another group. Drill down capability helps identify support bottlenecks. However, it is less appropriate for real time monitoring as it lacks real time data updates making it unsuitable for instant decision making.

Incentivized

• Quick start-up and report turnaround time.
• Easy drag and drop capabilities as well as user friendly command options.
• Ability to share reports among other users making it easy to use an already created report and simply changing the criteria to suit your own needs.
• Ability to save a base report that can be modified as needed repeatedly, instead of recreating from scratch.
• Easy visual for final layout.
• Ability to run multiple reports within one screen without jumping around.

Incentivized

• Zendesk Explore is easy to use.
• Zendesk Explore allows users to create custom metrics.
• Zendesk Explore allows users to create custom attributes.
• Zendesk Explore is easy to learn.
• Compared to other analytics function of other Ticket Management System, Zendesk Explore is probably the best as of now.

Incentivized

• Probably one of our biggest complaints from the user community is the inability for the user to see the details behind the data. I know with the tool you can write reporting services reports that would allow users to see the detail by right clicking on a measure and selecting Actions, but for a very lean IT shop there simply has not been time to build these Actions for every possible scenario a user might want to see detailed reporting on.
• Another complaint I've heard is the inability for the user to know exactly what the data represents from the source. If Targit had maybe some type of capability to hover over a measure or dimension and see a pop up of a more detailed description this might help resolve that issue.
• The most difficult concepts to teach our users is how and when to use comparisons and the syntax for calculations. Creating comparisons has become much simpler with the 2k11 release but it is still difficult for my users.

• Some aspects of Zendesk, in general, are not super intuitive. The same goes for Zendesk Explore. And, while you can google answers and hope you find something helpful, there isn't a great way to learn to get the full potential out of the product unless you want to pay for someone from your team to take a class (which costs several hundred dollars).
• To piggyback off the last point, if you would prefer to get help from a Zendesk expert, you'll find that there is almost no customer support available to you. For a company that aims to help other companies help their customers, this has always struck me as odd. Again, Google is your friend and beyond that, you're mostly out of luck.

Incentivized

It is very easy to use and I am proficient at this point to be able to figure out how to run most of the reports I need. I have had the time to "play around" in TARGIT and really teach myself about the visibility settings and other aspects - though other users have needed help with some of these aspects - but once you conceptually understand how to build the reports, it is very simple from a power user perspective.

Incentivized

Everything on the back end needs to be correct, which sometimes it may not be set up or missing some variables. Some of the more difficult parts of Targit require a lot more attention and object creation to work properly

I rate Zendesk Explore 8 out of 10 for it's overall usability because it offers powerful reporting and analytics with an easy to navigate interface and intuitive dashboards. It helps improve customer satisfaction by providing valuable insights into ticket handling, agent performance and customer satisfaction. Though the complex query builder can be challenging for non technical users.

Incentivized

Everyone I've dealt with at Targit genuinely cares about me and my success, and they respond to questions quickly and accurately. There is literally nothing more I could ask for from their support.

Incentivized

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!

Incentivized

Make sure all of the back end work is done prior to getting Targit set up. Every variable you may need for calculations needs to be correct and every item needs to be uniform so it is read properly.

It really met our business requirements when we were searching for a reporting/Bi tool and the flexible business model of being able to introduce additional functionally as your organization grows and requires it made the investment decision the right one for us. The functionality available in comparison to the investment is well worth it.

Incentivized

I selected Zendesk Explore only to provide an easy and quick access for my managers and supervisors regading metrics and volume trends. Is not the most flexible nor complete data visualization tool, but works well for day-to-day follow ups. You need to use another tool if you want to see long-term patterns (e.g. month over month volume trends) and you need another platform if you want your interaction metrics to interact with other important factors of the business

• We have been looking at our Product Hit Rate by Customer instead of just looking into Customer hit rate and adjusted our offerings accordingly.
• Giving people the ability to run their own ad-hoc reports rather than to request them from IT is a great benefit to my department.

• Money saved due to proper staffing.
• Happier Staff- proper staffing ensures no one is overworked.
• Ability to quickly pinpoint where issues are and why.

Incentivized