TrustRadius

Zendesk Explore

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Zendesk Explore
Score 7.8 out of 10
N/A
Zendesk offers Explore, a business intelligence and customer analytics tool which integrates with the Zendesk suite featuring ticket analytics, custom fields, dashboards, and other features. Zendesk is migrating customers of the BIME analytics product, which is approaching end of support, to Zendesk Explore in 2019.N/A
Pricing
Zendesk Explore
Editions & Modules
No answers on this topic
Offerings
Pricing Offerings
Zendesk Explore
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details—
More Pricing Information
Community Pulse
Zendesk Explore
Considered Both Products
Zendesk Explore
Verified User
Employee
Chose Zendesk Explore
What's good with Zendesk Explore is that data is already provided since it's included in the package. We get the data from Zendesk Support and make a report in Zendesk Explore.

It provides suggested templates and report formats also which you don't get on the other platforms. …
Max César | TrustRadius Reviewer
Max César
Director of Global Support Operations
Chose Zendesk Explore
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 …
Verified User
Administrative Assistant
Chose Zendesk Explore
N/A - the company had already implemented Zendesk Explore when I was hired.
Verified User
Manager
Chose Zendesk Explore
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 …
Verified User
Employee
Chose Zendesk Explore
Zendesk Explore is better than Freshservice Analytics. In Freshservice, even though the interface is more attractive, the functions are not as good as Zendesk Explore. Reports and dashboards are hard to build, and the materials to learn are not as good as the materials on …
AR
Alexandra Rouzier
Client Experience Manager
Chose Zendesk Explore
We tried other reporting and Zendesk Explore was by far the best as it was already implemented into our support system we were already using; Zendesk. The main selling point for us, is that all of the reports are customizable and that no coding knowledge is needed to build out …
Julie Pinto | TrustRadius Reviewer
Julie Pinto
Support Manager
Chose 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.
Top Pros
Top Cons
Features
Zendesk Explore
BI Standard Reporting
Comparison of BI Standard Reporting features of Product A and Product B
Zendesk Explore
9.0
9 Ratings
10% above category average
Pixel Perfect reports7.15 Ratings
Customizable dashboards10.09 Ratings
Report Formatting Templates9.97 Ratings
Ad-hoc Reporting
Comparison of Ad-hoc Reporting features of Product A and Product B
Zendesk Explore
8.5
9 Ratings
5% above category average
Drill-down analysis9.59 Ratings
Formatting capabilities9.09 Ratings
Integration with R or other statistical packages5.65 Ratings
Report sharing and collaboration10.09 Ratings
Report Output and Scheduling
Comparison of Report Output and Scheduling features of Product A and Product B
Zendesk Explore
8.6
9 Ratings
3% above category average
Publish to Web7.86 Ratings
Publish to PDF9.07 Ratings
Report Versioning9.03 Ratings
Report Delivery Scheduling8.97 Ratings
Delivery to Remote Servers8.54 Ratings
Data Discovery and Visualization
Comparison of Data Discovery and Visualization features of Product A and Product B
Zendesk Explore
7.7
7 Ratings
4% below category average
Pre-built visualization formats (heatmaps, scatter plots etc.)7.46 Ratings
Location Analytics / Geographic Visualization7.66 Ratings
Predictive Analytics6.45 Ratings
Pattern Recognition and Data Mining9.43 Ratings
Access Control and Security
Comparison of Access Control and Security features of Product A and Product B
Zendesk Explore
9.2
9 Ratings
8% above category average
Multi-User Support (named login)9.58 Ratings
Role-Based Security Model9.59 Ratings
Multiple Access Permission Levels (Create, Read, Delete)8.07 Ratings
Report-Level Access Control9.04 Ratings
Single Sign-On (SSO)10.07 Ratings
Mobile Capabilities
Comparison of Mobile Capabilities features of Product A and Product B
Zendesk Explore
8.0
7 Ratings
1% above category average
Responsive Design for Web Access6.85 Ratings
Mobile Application8.42 Ratings
Dashboard / Report / Visualization Interactivity on Mobile8.96 Ratings
Application Program Interfaces (APIs) / Embedding
Comparison of Application Program Interfaces (APIs) / Embedding features of Product A and Product B
Zendesk Explore
6.3
4 Ratings
22% below category average
REST API6.14 Ratings
Javascript API6.33 Ratings
iFrames6.03 Ratings
Java API5.93 Ratings
Themeable User Interface (UI)6.63 Ratings
Customizable Platform (Open Source)7.02 Ratings
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Zendesk Explore
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All AlternativesView all alternatives
User Ratings
Zendesk Explore
Likelihood to Recommend
9.3
(9 ratings)
Usability
10.0
(2 ratings)
Support Rating
10.0
(2 ratings)
User Testimonials
Zendesk Explore
Likelihood to Recommend
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.
Verified User
Anonymous
Read full review
Pros
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.
Verified User
Anonymous
Read full review
Cons
Zendesk
  • 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 | TrustRadius Reviewer
Max César
Director of Global Support Operations
Read full review
Usability
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.
Verified User
Anonymous
Read full review
Support Rating
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!
AR
Alexandra Rouzier
Client Experience Manager
Read full review
Alternatives Considered
Zendesk
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.
Verified User
Anonymous
Read full review
Return on Investment
Zendesk
  • Money saved due to proper staffing.
  • Happier Staff- proper staffing ensures no one is overworked.
  • Ability to quickly pinpoint where issues are and why.
Verified User
Anonymous
Read full review
ScreenShots