Zendesk Explore, a power analytic tool that is better than any ticket management analytic tools.
Zendesk Explore is used together with Zendesk Support and Zendesk Guide. In my company, we use Zendesk Explore to gather tickets and …
Zendesk Explore
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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Popular Features
View all 21 features- Customizable dashboards (5)10.0100%
- Drill-down analysis (5)10.0100%
- Formatting capabilities (5)10.0100%
- Report sharing and collaboration (5)9.494%
Reviewer Pros & Cons
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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 Zendesk…
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- No setup fee
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- Premium Consulting / Integration Services
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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 Zendesk Explore in 2019.
Zendesk Explore Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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 Drill-down analysis and Formatting capabilities 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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Reviews and Ratings
 (31)
Attribute Ratings
Reviews
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April 08, 2022
Zendesk Explore, a power analytic tool that is better than any ticket management analytic tools.
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.
- 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.
- Only one agent can create custom metric at a time.
- Only one agent can create custom attribute at a time.
- Data are shared across all group. If an agent knows how to pull the data, they can pull any group tickets data. For example, IT pulling HR tickets data even though they are restricted by Security in Zendesk Support. Even though the maximum that the agent will see is the subject, it is still confidential and the agent shouldn't be able to pull it.
- Zendesk Explore has lag time of maximum 1 hour.
- Zendesk Explore sometimes display incorrect data. After a refresh, it will correct itself.
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100%
10.0
93.33333333333334%
9.3
70%
7.0
80%
8.0
77.5%
7.8
50%
5.0
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- Identify surge ticket periods which help planning.
- Identify CSAT Trend and use the data to improve customer satisfaction.
- Identify SLA Trend and use the data to reduce turnaround time.
- Identify 1-Touch % and use the data to improve response.
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 Zendesk Explore. Moreover, the function itself in Freshservice is within the Freshservice ticket management platform compared to Explore which is a standalone suite. There are many reports and dashboards that Freshservice Analytics couldn't build. Freshservice Analytics is like Zendesk Gooddata which is the previous version of Zendesk Explore.
October 07, 2021
Easy to Use Program!
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.
- Built-in reporting.
- Helps us analyze data without coding knowledge.
- Has prebuilt datasets and queries we can pull from.
- Customizable reporting.
- More detailed pieces of training on where to find datasets/queries.
- Have demo reports to do live trainings; instead of watching videos.
- Have a key as to what all of the datasets mean.
- Have a pop-up that analyzes the data "looks like your csat dropped this week!" etc...
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83.33333333333334%
8.3
100%
10.0
80%
8.0
100%
10.0
95%
9.5
50%
5.0
100%
10.0
- Consistently provide reporting to our Client Experience Team and help improve our NPS and CSAT scores.
- Adding on new team members that we will be able to successfully provide solid #'s to their feedback and improvement within our team.
- With how successful Explore has been we see how an expansion into a Contact Center setting can be with all the proper reporting.
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 our reports. We use it for reporting and analytics for our client experience team within all lines of business.
September 20, 2019
Great product if you have the time to invest upfront!
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?
- 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.
- Query builder - Very hard to use if you don't know your way around data tools. For an org like ours, we don't have a specialized data analyst. It would help if Explore could appeal a bit more to novice data analysts by providing more guidance and being more prescriptive while keeping the option for the advanced approaches.
- Lack of clarity on applied filters - When you build queries, you apply one set of filters. Then when you pull those queries into a dashboard, you can apply another set of filters to the whole dashboard. It's easy to get lost between the two, and you could end up with a misleading dataset if you don't keep close track of both. It would help if Explore gave better indications of the applied filters on each query when they are pulled into the dashboard.
- Report builder - When I do share the data from these reports, I typically export each report, then write up an explanation and analysis of what the reading is seeing. It would be amazing if Explore would build out a dynamic report builder for users outside of ZenDesk. I want to share this data in context with our leadership.
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.
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26.666666666666664%
2.7
52.5%
5.3
8%
0.8
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60%
6.0
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September 20, 2019
I am satisfied with Zendesk Explore, looking forward to learning more about its capabilities as we grow!
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.
- 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.
- 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.
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53.33333333333333%
5.3
85%
8.5
52%
5.2
95%
9.5
100%
10.0
26.666666666666664%
2.7
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May 08, 2019
Having fun with visuals in Zendesk Explore!
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.
- 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.
- The biggest challenge for me is generally having a better understanding of what is included in each data set. There have been some frustrating moments when I realized the reason I wasn't getting what I needed out of a query was that there was a better data set to use.
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33.333333333333336%
3.3
70%
7.0
36%
3.6
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72.5%
7.3
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