Likelihood to Recommend 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 If you've got multiple applications to pull data from, Zoho Analytics is key. As soon as you get beyond hundreds, and into thousands of rows, I'd say you need a tool like Zoho Analytics. We've used it to analyze millions of rows and the engine seems to work well. If you've been able to utilize Excel to create visualizations, you'll find Zoho Analytics to be much more user friendly, in my opinion
Read full review Pros 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 It gives a single unified view everyday for our sales team to look at to track their progress and the progress of their peers in achieving the targets It helps Account Executives to analyse their sales pipeline and find out the score for each deal and any high potential deal that is not getting enough attention Some of our consultants have built very powerful stories on how and what impacts sales using storyboards and they are well understood by senior leadership Read full review Cons 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 Viewers are provided as "add-ons", this should be basic part of the package. Activity logs of every events is important for audit purpose. it should have been provided with every version. More generics and custom reports support. should be extensible Better aspects of Mobile views, UI/UX in small devices. Read full review Likelihood to Renew I'd give this an 11 if I could! As our business moves forward we hope to use Zoho Analytics more then we do now. Creating better reports and dashboards for our management team to evaluate the health of our business and to provide more insightful reports for our customers. The possibilities are endless with this tool
Read full review Usability 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 Zoho Analytics for ease of use and the overall end-user experience. It helps in maintaining data base and creating customized logical data. Report preparation becomes easy, and the visual representation creates a magical presentation. The meaningful data help in business analytics and projections helpful for planning futuristic strategy with the help of Data modelling and figures
Dr. ROOPESH RAO Head Industry Institute Initiatives/Training and Placement Officer
Read full review Reliability and Availability ZOHO is a very reliable company/product. We never had any issues with downtime or inaccessibility to our data. Any type of maintenance that they had to perform was clearly communicated and never an issue. We use a lot of external hooks and we've never had any issues with getting ZOHO to communicate with any of those hooks.
Read full review Performance ZOHO has obviously invested a lot of time effort and money in to creating a reliable infrastructure with high availability. We've never had any issues with performance and all of our data crunching small to large has always been well within reason. We have come to appreciate the performance of ZOHO and will continue to use it for all of our data needs.
Read full review Support Rating 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 The support team is honestly not that great. At times, it seems as if members of our own team know more about the product than the support team. They must not have a lot of training or the turnaround is quick
Read full review Implementation Rating If your external data sources are previously organized and correlated (e.g.: in your datawarehouse or database) your implementation will be easier. Of cource some not previously predicted correlation would be necessary to be done during the implementation, but if your organization let it to be all done into Zoho Analytics, it will take more time from your team.
Read full review Alternatives Considered 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 We used
Yellowfin for 1 year and it really doesn't compare to Zoho Analytics because it doesn't have the native integration with ManageEngine's tools and the customization is more technical, Zoho Analytics lets you create dashboards automatically, immediately when you connect the data source (no matter if that is a MSSQL database, URL or an XLS file), maybe you will require custom some details in the dashboard, but it's not compared to create it from zero.
Read full review Scalability I have not really had problems with the operation of the platform; when I accessed it, I managed to do the work in the ideal times. The statistical development responds very quickly to the user’s requirements, and it is easy to extract the data to make the particular combinations that interest the industry.
Read full review Return on Investment 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 The ability to create and refresh a report has helped to reduce over 50% of time required to prepare elaborate MIS on a monthly basis. It helped with analyzing data directly from the CRM and imported historical data at the same time. Read full review ScreenShots Zoho Analytics Screenshots