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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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Recent Reviews
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Popular Features

View all 30 features
  • Customizable dashboards (9)
    10.0
    100%
  • Report sharing and collaboration (9)
    10.0
    100%
  • Drill-down analysis (9)
    9.5
    95%
  • Formatting capabilities (9)
    9.0
    90%

Reviewer Pros & Cons

View all pros & cons
Verified User
Employee in Finance and Accounting
Accounting Company, 51-200 employees
Max César | TrustRadius Reviewer
Max César
Director of Global Support Operations
Payjoy (Financial Services, 1001-5000 employees)
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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 8.4

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 8.1

Access Control and Security

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

9.2
Avg 8.6

Mobile Capabilities

Support for mobile devices like smartphones and tablets.

8
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 sharing and collaboration and Single Sign-On (SSO) highest, with a score of 10.

The most common users of Zendesk Explore are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(49)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
September 20, 2019

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

Verified User
Administrative Assistant in Customer Service
Real Estate Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
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.
Zendesk Explore Feature Ratings
BI Platform
N/A
N/A
Supported Data Sources
N/A
N/A
BI Standard Reporting (3)
53.33333333333333%
5.3
Pixel Perfect reports
N/A
N/A
Customizable dashboards
90%
9.0
Report Formatting Templates
70%
7.0
Ad-hoc Reporting (4)
85%
8.5
Drill-down analysis
90%
9.0
Formatting capabilities
60%
6.0
Integration with R or other statistical packages
90%
9.0
Report sharing and collaboration
100%
10.0
Report Output and Scheduling (5)
52%
5.2
Publish to Web
60%
6.0
Publish to PDF
60%
6.0
Report Versioning
40%
4.0
Report Delivery Scheduling
100%
10.0
Delivery to Remote Servers
N/A
N/A
Data Discovery and Visualization (2)
95%
9.5
Pre-built visualization formats (heatmaps, scatter plots etc.)
90%
9.0
Location Analytics / Geographic Visualization
100%
10.0
Access Control and Security (4)
100%
10.0
Multi-User Support (named login)
100%
10.0
Role-Based Security Model
100%
10.0
Multiple Access Permission Levels (Create, Read, Delete)
100%
10.0
Single Sign-On (SSO)
100%
10.0
Mobile Capabilities (3)
26.666666666666664%
2.7
Responsive Design for Web Access
N/A
N/A
Mobile Application
N/A
N/A
Dashboard / Report / Visualization Interactivity on Mobile
80%
8.0
Application Program Interfaces (APIs) / Embedding (6)
N/A
N/A
REST API
N/A
N/A
Javascript API
N/A
N/A
iFrames
N/A
N/A
Java API
N/A
N/A
Themeable User Interface (UI)
N/A
N/A
Customizable Platform (Open Source)
N/A
N/A
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