Zendesk Explore

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Reviews

Easy to Use Program!

10
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 …

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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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Product Details

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

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Mobile ApplicationNo

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Frequently Asked Questions

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.

What is Zendesk Explore's best feature?

Reviewers rate Pre-built visualization formats (heatmaps, scatter plots etc.) and Multi-User Support (named login) highest, with a score of 10.

Who uses Zendesk Explore?

The most common users of Zendesk Explore are from Mid-size Companies and the Information Technology & Services industry.

Reviews

(1-5 of 19)
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October 07, 2021

Easy to Use Program!

Score 10 out of 10
Vetted Review
Verified User
Review Source
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...
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!
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!

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
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.
Zendesk Community is extremely useful for Zendesk Explore beginners. The live support provided by Zendesk will also help a lot. If you don't know anything you can ask live support right away. However, one drawback of Zendesk Community and Support is the creation of complex reports on Zendesk Explore. Zendesk Community and Support cannot really help you much if you are trying to build a complex report as they are not a complete expert on it as well.
Julie Pinto | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
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.
Justine Matison | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
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!
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
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.