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,…
Zendesk Explore: a simple way of getting your metrics but not the most advanced tool
Zendesk Explore- The Time & Money Saver
Zendesk Explore Genuine User Review
Zendesk Explore, a power analytic tool that is better than any ticket management analytic tools.
Easy to Use Program!
Great product if you have the time to invest upfront!
- How many support tickets/month are …
I am satisfied with Zendesk Explore, looking forward to learning more about its capabilities as we grow!
Having fun with visuals in Zendesk Explore!
Popular Features
- Customizable dashboards (9)10.0100%
- Report sharing and collaboration (9)10.0100%
- Drill-down analysis (9)9.595%
- Formatting capabilities (9)9.090%
Reviewer Pros & Cons
Pricing
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.
- 7.1Pixel Perfect reports(5) Ratings
Pixel Perfect reports are highly-formatted reports with graphics and ability to preview the report before printing.
- 10Customizable dashboards(9) Ratings
Customizable dashboards are dashboards providing the builder some degree of control over the look and feel and display options.
- 9.9Report Formatting Templates(7) Ratings
Ad-hoc Reporting
Ad-Hoc Reports are reports built by the user to meet highly specific requirements.
- 9.5Drill-down analysis(9) Ratings
Drill down analysis is the ability to get to a further level of detail by going deeper into the hierarchy.
- 9Formatting capabilities(9) Ratings
Ability to format output e.g. conditional formatting, lines, headers, footers.
- 5.6Integration with R or other statistical packages(5) Ratings
Integration with the open-source R predictive modeling environment.
- 10Report sharing and collaboration(9) Ratings
Report sharing and collaboration is the ability to easily share reports with others.
Report Output and Scheduling
Ability to schedule and manager report output.
- 7.8Publish to Web(6) Ratings
- 9Publish to PDF(7) Ratings
- 9Report Versioning(3) Ratings
Report versioning is the assignment of version numbers to each version of a report to help in tracking.
- 8.9Report Delivery Scheduling(7) Ratings
Report Delivery Schedule is the ability to have reports delivered to a destination at a specific data and time.
- 8.5Delivery to Remote Servers(4) Ratings
Ability to deliver reports to remote servers
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.
- 7.4Pre-built visualization formats (heatmaps, scatter plots etc.)(6) Ratings
Pre-built visualization formats are canned visualization types that can be selected to visualize different kinds of data.
- 7.6Location Analytics / Geographic Visualization(6) Ratings
Location analytics is the visualization of geographical or spatial data.
- 6.4Predictive Analytics(5) Ratings
Predictive Analytics is the ability to build forecasting models based on existing data sets.
- 9.4Pattern Recognition and Data Mining(3) Ratings
Pattern recognition and data mining mean the ability to recognize hidden patterns in large quantities of data.
Access Control and Security
Access control means being able to determine who has access to which data.
- 9.5Multi-User Support (named login)(8) Ratings
Named model access means that users have access based on name and password.
- 9.5Role-Based Security Model(9) Ratings
Role-based access means that access to data is determined by job or position in the corporation.
- 8Multiple Access Permission Levels (Create, Read, Delete)(7) Ratings
Multiple access permission levels means that different levels of users have different rights.
- 9Report-Level Access Control(4) Ratings
Report-level access control means that the type of report determines who has access to it.
- 10Single Sign-On (SSO)(7) Ratings
Allows users to use one set of login credentials to access multiple applications
Mobile Capabilities
Support for mobile devices like smartphones and tablets.
- 6.8Responsive Design for Web Access(5) Ratings
Web design aimed at producing easy-to-read sites across a range of different devices.
- 8.4Mobile Application(2) Ratings
A dedicated app for iOS and/or Android.
- 8.9Dashboard / Report / Visualization Interactivity on Mobile(6) Ratings
In-app dashboard reports and data visualization.
Application Program Interfaces (APIs) / Embedding
APIs are a set of routines, protocols, and tools for used for embedding one application in another
- 6.1REST API(4) Ratings
REST is an architecture style for designing networked applications
- 6.3Javascript API(3) Ratings
A Javascript API is a type of API
- 6iFrames(3) Ratings
An iFrame is an HTML document embedded inside another HTML document on a website
- 5.9Java API(3) Ratings
A Java application programming interface (API) is a list of all classes that are part of the Java development kit (JDK)
- 6.6Themeable User Interface (UI)(3) Ratings
A themeable user interface means that a specific visual them can be applied to it
- 7Customizable Platform (Open Source)(2) Ratings
A customizable, open source API Gateway is a fast and scalable type of API
Product Details
- About
- Tech Details
- FAQs
What is Zendesk Explore?
Zendesk Explore Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(49)Attribute Ratings
Reviews
(1-9 of 9)Make reports easily with Zendesk Explore!
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.
- Reporting
- Live Data
- Segregation of data and identifying the misses, outliers, problems that we're facing. Usually seen on graphs.
- Instructions/Guides
- It could be more user-friendly
- Provide more feature or data that could be pull up.
- Feature Request suggestion button
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
- 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
- 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
+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
- Provides Data all in one place
- Saves time versus tracking down info myself
- Helps set progress and annual metrics for employees
- I don't have any suggestions. Right now- Zendesk Explore is doing everything I need it to do!
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
- Reminders for Multiple users
- Internal notes and Public Reply
- Absolutely User Friendly
- Attachment option Icon to be a little bigger
- Preview to be available after attachment or video or Audio
Zendesk Explore, a power analytic tool that is better than any ticket management analytic tools.
- 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.
Easy to Use Program!
- 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...
Great product if you have the time to invest upfront!
- 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.
- Organizations who have the people/time to dedicate to data analysis - it's valuable, but it is time consuming at first!
- 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!
- 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.
Having fun with visuals in Zendesk Explore!
- 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.