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Zendesk Explore

Zendesk Explore

Overview

What is Zendesk Explore?

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,…

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Learn from top reviewers

Make reports easily with Zendesk Explore!

Rating: 10 out of 10
March 14, 2024
IncentivizedVetted ReviewVerified User
We mainly use Zendesk Explore when we create reports on about the agents handling time of each tickets and the volume of tickets that we receive on a daily, weekly, monthly, a...
Continue reading
Verified user
Employee
Zendesk Explore2 years of experience

Zendesk Explore: a simple way of getting your metrics but not the most advanced tool

Rating: 7 out of 10
February 26, 2024
Vetted ReviewVerified User
We use Zendesk Explore to get daily, weekly, and monthly transparency on our metrics. [...] operates in 8 countries, and takes care of 3 main stakeholders (clients, customers,...
Continue reading
Max César
Director - Customer Service
Director of Global Support Operations
Payjoy
Zendesk Explore3 years of experience

Zendesk Explore- The Time & Money Saver

Rating: 10 out of 10
January 5, 2024
IncentivizedVetted ReviewVerified User
I use Zendesk Explore to pull data from our support team's chats, calls, and emails. With this data, I am able to identify which departments saw an uptick in tickets and from ...
Continue reading
Verified user
Administrative Assistant
Zendesk Explore1 year of experience

Zendesk Explore Genuine User Review

Rating: 9 out of 10
December 29, 2023
IncentivizedVetted ReviewVerified User
This is very user friendly, easy to use completely. The software has helped us to improve our SLA since it has proper features of keeping reminders for multiple users in case ...
Continue reading
Verified user
Manager
Zendesk Explore3 years of experience

Zendesk Explore, a power analytic tool that is better than any ticket management analytic tools.

Rating: 5 out of 10
April 8, 2022
IncentivizedVetted ReviewVerified User
Zendesk Explore is used together with Zendesk Support and Zendesk Guide. In my company, we use Zendesk Explore to gather tickets and article data to create reports and dashboa...
Continue reading
Verified user
Employee
Zendesk Explore2 years of experience

Easy to Use Program!

Rating: 10 out of 10
October 7, 2021
IncentivizedVetted ReviewVerified User
We use it for reporting and analytics for our client experience team within all lines of business. It is designed to help us analyze and understand where our opportunities are...
Continue reading
Alexandra Rouzier
Manager - Other
Client Experience Manager
Feeding Children Everywhere dba U.S. Hunger
Zendesk Explore2 years of experience

Great product if you have the time to invest upfront!

Rating: 8 out of 10
September 20, 2019
IncentivizedVetted ReviewVerified User
We use ZenDesk Explore within the support organization. We have set it up to answer such questions as: How many support tickets/month are we getting year over year?What organi...
Continue reading
Julie Pinto
Manager - Customer Service
Support Manager
Bongo
Zendesk Explore1 year of experience

I am satisfied with Zendesk Explore, looking forward to learning more about its capabilities as we grow!

Rating: 7 out of 10
September 20, 2019
IncentivizedVetted ReviewVerified User
We mainly use Zendesk Explore as an easy way to crunch the numbers. Although our customer service team members are the primary users of Zendesk Explore, we definitely use the ...
Continue reading
Verified user
Administrative Assistant
Zendesk Explore1 year of experience

Having fun with visuals in Zendesk Explore!

Rating: 10 out of 10
May 8, 2019
IncentivizedVetted ReviewVerified User
I have been using Zendesk Explore, personally, since I started using it in Beta. Since the tool has gone live, we are using it across the team and the customer success organiz...
Continue reading
Justine Matison
Director - Customer Service
Director, Customer Service and Support
Lever
Zendesk Explore1 year of experience
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Reviewer Pros & Cons

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Pricing

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Zendesk Explore

Zendesk Explore

N/A
Unavailable

What is Zendesk Explore?

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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Features

BI Standard Reporting

Standard reporting means pre-built or canned reports available to users without having to create them.

9
Avg 8.2

Ad-hoc Reporting

Ad-Hoc Reports are reports built by the user to meet highly specific requirements.

8.5
Avg 8.1

Report Output and Scheduling

Ability to schedule and manager report output.

8.6
Avg 8.3

Data Discovery and Visualization

Data Discovery and Visualization is the analysis of multiple data sources in a search for patterns and outliers and the ability to represent the data visually.

7.7
Avg 8.0

Access Control and Security

Access control means being able to determine who has access to which data.

9.2
Avg 8.5

Mobile Capabilities

Support for mobile devices like smartphones and tablets.

8.1
Avg 8.0

Application Program Interfaces (APIs) / Embedding

APIs are a set of routines, protocols, and tools for used for embedding one application in another

6.3
Avg 7.9
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Product Details

What is Zendesk Explore?

Zendesk Explore Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Reviewers rate Customizable dashboards and Report Formatting Templates and Report sharing and collaboration highest, with a score of 10.

The most common users of Zendesk Explore are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(55)

Reviews

(1-9 of 9)
Companies can't remove reviews or game the system. Here's why

Make reports easily with Zendesk Explore!

Rating: 10 out of 10
Incentivized
March 14, 2024
Verified User
Vetted Review
Verified User
Zendesk Explore
2 years of experience
Use Cases and Deployment Scope
We mainly use Zendesk Explore when we create reports on about the agents handling time of each tickets and the volume of tickets that we receive on a daily, weekly, monthly, and a quarterly basis.

Moreover, we also segregate tickets based on the Custom Field that we have made to make a proper projection on what to expect on the following months. More like, top drivers of support contacting or queries. It's kind of hard to use it at first, but when you get the logic on how it works, you can really create different reports based on the current concern that the company has.

Pros and Cons
  • Reporting
  • Live Data
  • Segregation of data and identifying the misses, outliers, problems that we're facing. Usually seen on graphs.
Likelihood to Recommend
It's really perfect when making reports on a weekly basis since we're always trying to track on what are the trending concerns of each clients/customers based on the custom field category that we made. With that, we can focus on improving or providing more attention to the heat point or trend.

You can also view the reports about your agents turnover time or handling time of each ticket so you can make room and coach agents on their misses and commend for their accomplishments also.

Zendesk Explore: a simple way of getting your metrics but not the most advanced tool

Rating: 7 out of 10
February 26, 2024
MC
Max César
Director of Global Support Operations
Payjoy (Financial Services, 1001-5000 employees)
Vetted Review
Verified User
Zendesk Explore
3 years of experience
View profile
Use Cases and Deployment Scope
We use Zendesk Explore to get daily, weekly, and monthly transparency on our metrics. [...] operates in 8 countries, and takes care of 3 main stakeholders (clients, customers, and admins). Additionally, we have L1 and L2 tickets, based on complexity. This puts in the need of having multiple groups and metrics that we need to track regularly.The main users of Zendesk Explore would be our managers and supervisors, but also some PMs from the Product team would look at the variable from time to time to find patterns and improvements on our products.Finally, we have volume Dashboards, performance dashboards, and contact reasons dashboards. That is per stakeholder and country.
Pros and Cons
  • Provides a platform to create metric dashboards
  • Gives visibility to all teammembers regardless of their seniority
  • Navigation: it is very easy to filter fields and dates to check specifically what´s needed
  • Provides a way to download and share information with different members of the organization
  • Allows to compartimentize the information according to business needs
Likelihood to Recommend
+Good for basic metric building and sharing
+Good to diagnose the situation of the teams quickly
+Good for relatively junior managers who want to understand what´s happening with their teams
Not very good for
-Creation of new and innovative metrics
-Diagnose team´s performance in a deeper level (e.g. adding QA metrics to typical FRT, AHT metrics)
-Comparison of historical data: the date filters don´t allow to see previous information, that needs to be added in other platforms

Zendesk Explore- The Time & Money Saver

Rating: 10 out of 10
Incentivized
January 05, 2024
Verified User
Vetted Review
Verified User
Zendesk Explore
1 year of experience
Use Cases and Deployment Scope
I use Zendesk Explore to pull data from our support team's chats, calls, and emails. With this data, I am able to identify which departments saw an uptick in tickets and from there we are able to identify what happened and plan for proper staffing if the issue seems like something that would reoccur.
Pros and Cons
  • Provides Data all in one place
  • Saves time versus tracking down info myself
  • Helps set progress and annual metrics for employees
Likelihood to Recommend
Checking department metrics- Example: Call times, Wait times, Chat times, When calls were abandoned, etc.
Checking to see which department is having an uptick in customers reach out and then being able to identify why.
Being able to keep a consistent eye on the volume of chats, calls, and emails to ensure proper staffing.

Zendesk Explore Genuine User Review

Rating: 9 out of 10
Incentivized
December 29, 2023
Verified User
Vetted Review
Verified User
Zendesk Explore
3 years of experience
Use Cases and Deployment Scope
This is very user friendly, easy to use completely. The software has helped us to improve our SLA since it has proper features of keeping reminders for multiple users in case a single user is busy. Also, the reports can be easily extracted for groups and individual performances. The features like internal reply and public reply helps the next available person to take over the case properly since there is no limit for internal notes or public reply to the customer.
Pros and Cons
  • Reminders for Multiple users
  • Internal notes and Public Reply
  • Absolutely User Friendly
Likelihood to Recommend
We are able to increase our work efficiency and that reflected on the increase in our SLA percentage. Since we were able to increase our service level. It also sends feedback option to the customers which helps us to focus on the areas which were missed. Overall a very good software for managing customer service (Chat or Calls).

Zendesk Explore, a power analytic tool that is better than any ticket management analytic tools.

Rating: 5 out of 10
Incentivized
April 08, 2022
Verified User
Vetted Review
Verified User
Zendesk Explore
2 years of experience
Use Cases and Deployment Scope
Zendesk Explore is used together with Zendesk Support and Zendesk Guide. In my company, we use Zendesk Explore to gather tickets and article data to create reports and dashboards. For example, pulling out the percent service level agreement breach and average customer satisfaction of all the tickets. We then analyze the following reports and dashboards and identify what and how underperformed areas can be improved.
Pros and Cons
  • 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.
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.

Easy to Use Program!

Rating: 10 out of 10
Incentivized
October 07, 2021
AR
Alexandra Rouzier
Client Experience Manager
Feeding Children Everywhere dba U.S. Hunger (Non-profit Organization Management, 11-50 employees)
Vetted Review
Verified User
Zendesk Explore
2 years of experience
Use Cases and Deployment Scope
We use it for reporting and analytics for our client experience team within all lines of business. It is designed to help us analyze and understand where our opportunities are for customer support. Explore provides powerful, built-in reports that we can create without any coding knowledge that help us view and analyze key information about our customers and and support resources.
Pros and Cons
  • Built-in reporting.
  • Helps us analyze data without coding knowledge.
  • Has prebuilt datasets and queries we can pull from.
  • Customizable reporting.
Likelihood to Recommend
Zendesk Explore is amazing and so user-friendly! When we first added on Explore and created our own reports, we had no idea it would come with this much information. If you want to look at a dataset, Explore already has it in the system for you! The main things we use it for currently is our CSAT, Reopened Ticket %, One Touch Ticket %, and so much more!

Great product if you have the time to invest upfront!

Rating: 8 out of 10
Incentivized
September 20, 2019
JP
Julie Pinto
Support Manager
Bongo (E-Learning, 11-50 employees)
Vetted Review
Verified User
Zendesk Explore
1 year of experience
View profile
Use Cases and Deployment Scope
We use ZenDesk Explore within the support organization. We have set it up to answer such questions as:
  • How many support tickets/month are we getting year over year?
  • What organizations are support tickets coming from?
  • What are the most common types of support tickets - questions? Bugs?
  • How often is our support org escalating to development?
  • Which Knowledge Base articles are accessed frequently and do they help deflect tickets?
  • Which features generate the most support tickets?
We have used this information to provide supporting data to our dev team when prioritizing customer-driven product improvements and fixes. We have also compared this data with overall product usage data (different data source) to determine the relative percentage of support cases compared to overall usage. Otherwise, we may see increasing tickets as a bad thing when really, it's proportional to our increasing product usage. Having ZD Explore helps put support data in context over time.
Pros and Cons
  • Custom Reports - You can really tailor each query and dashboard with many custom aspects. As soon as you answer one question, you usually have another one! Explore gives the flexibility to refine and tailor your data.
  • Drilling Down - Once you create the big picture dashboards and reports, it's relatively easy to drill down and get the actual list of associated support cases. This is a good validity check to make sure our approach is working.
  • Pre-built dashboards - It helps to get started with what explore has already pulled for you. That way, you have a good baseline from which you can further customize.
Likelihood to Recommend
Explore is well suited for:
  • Organizations who have the people/time to dedicate to data analysis - it's valuable, but it is time consuming at first!
Explore is less well suited for:
  • Organizations where they do not have someone with the appropriate skills to build out the reports that will be valuable. It takes time to understand what questions you are actually trying to answer. From there, you need to understand how to generate the data such that you can then create the reports to answer the questions you want to answer. So that said, it's quite a process.

I am satisfied with Zendesk Explore, looking forward to learning more about its capabilities as we grow!

Rating: 7 out of 10
Incentivized
September 20, 2019
Verified User
Vetted Review
Verified User
Zendesk Explore
1 year of experience
Use Cases and Deployment Scope
We mainly use Zendesk Explore as an easy way to crunch the numbers. Although our customer service team members are the primary users of Zendesk Explore, we definitely use the data that the system stores and analyzes as a way to inform the rest of our businesses practices and models. For example, even though we are a small business, we are growing rapidly and it is no longer feasible for us to get to know each customer, what drives them, and how we can mutually benefit from our relationship. Zendesk Explore has helped us stay on top of our goals (from the customer service perspective and from a business perspective) and we have used it to analyze interactions, metrics, and how we can continue to improve as a business.
Pros and Cons
  • 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.
Likelihood to Recommend
Zendesk Explore is great if you already use one or more other Zendesk products and/or if you have experience with using Zendesk in the past. It has a bit of a learning curve but has a ton of potential if you or someone on your team can dedicate enough time and energy to learning the product. Similarly to Adobe Suite, all of Zendesk's products flow pretty seamlessly together and the more products you use (and use well, obviously), the more data you can extract.

Having fun with visuals in Zendesk Explore!

Rating: 10 out of 10
Incentivized
May 08, 2019
JM
Justine Matison
Director, Customer Service and Support
Lever (Internet, 201-500 employees)
Vetted Review
Verified User
Zendesk Explore
1 year of experience
View profile
Use Cases and Deployment Scope
I have been using Zendesk Explore, personally, since I started using it in Beta. Since the tool has gone live, we are using it across the team and the customer success organization. We are able to take our reporting, and elevate the impact with visuals that provide insights in an effective way, without losing the ability to go deeper into the data with a click or two, to be able to identify the sources of what the data is showing.
Pros and Cons
  • Visualization of the data is a key point with Zendesk Explore, making it easy to share insights across the company, even working with teams that aren't using Zendesk themselves.
  • Reporting to support/chat/talk all in one report, rather than needing to marry several reports, is a real time saver.
Likelihood to Recommend
Zendesk Explore is very well suited for real-time reporting, visualization, and ease of use! It would be great if there was a way to magically port all of the reports that I had in GoodData over, rather than building queries anew, but I think that's just an operational reality with any tool. After getting used to a new way of doing things (change is always hard!) my team and I are really happy with Zendesk Explore!
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