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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

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
December 29, 2023

Zendesk Explore Genuine User Review

Verified User
Manager in Customer Service
E-Learning Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
  • Attachment option Icon to be a little bigger
  • Preview to be available after attachment or video or Audio
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 Feature Ratings
BI Platform
N/A
N/A
Supported Data Sources
N/A
N/A
BI Standard Reporting (3)
96.66666666666666%
9.7
Pixel Perfect reports
90%
9.0
Customizable dashboards
100%
10.0
Report Formatting Templates
100%
10.0
Ad-hoc Reporting (4)
87.5%
8.8
Drill-down analysis
90%
9.0
Formatting capabilities
80%
8.0
Integration with R or other statistical packages
80%
8.0
Report sharing and collaboration
100%
10.0
Report Output and Scheduling (5)
92%
9.2
Publish to Web
100%
10.0
Publish to PDF
90%
9.0
Report Versioning
90%
9.0
Report Delivery Scheduling
90%
9.0
Delivery to Remote Servers
90%
9.0
Data Discovery and Visualization (4)
85%
8.5
Pre-built visualization formats (heatmaps, scatter plots etc.)
90%
9.0
Location Analytics / Geographic Visualization
80%
8.0
Predictive Analytics
80%
8.0
Pattern Recognition and Data Mining
90%
9.0
Access Control and Security (5)
92%
9.2
Multi-User Support (named login)
90%
9.0
Role-Based Security Model
90%
9.0
Multiple Access Permission Levels (Create, Read, Delete)
80%
8.0
Report-Level Access Control
100%
10.0
Single Sign-On (SSO)
100%
10.0
Mobile Capabilities (3)
86.66666666666666%
8.7
Responsive Design for Web Access
80%
8.0
Mobile Application
100%
10.0
Dashboard / Report / Visualization Interactivity on Mobile
80%
8.0
Application Program Interfaces (APIs) / Embedding (6)
91.66666666666666%
9.2
REST API
100%
10.0
Javascript API
90%
9.0
iFrames
90%
9.0
Java API
80%
8.0
Themeable User Interface (UI)
100%
10.0
Customizable Platform (Open Source)
90%
9.0
Return on Investment
  • It helps us Into bring clarity on the amount of Sales
  • Helps to send an auto report asking for the interest
  • Detailed report version
Alternatives Considered
Zendesk Explore is more user friendly and the software plus maintenance cost is less. The report section is more detailed and no lag while creating report for a large data source. The report segments and formats are editable which make it more convenient to make a report according to a requirement for an individual.
Other Software Used
October 07, 2021

Easy to Use Program!

AR
Alexandra Rouzier
Client Experience Manager
Feeding Children Everywhere dba U.S. Hunger (Non-profit Organization Management, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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...
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!
Zendesk Explore Feature Ratings
BI Platform
N/A
N/A
Supported Data Sources
N/A
N/A
BI Standard Reporting (3)
83.33333333333334%
8.3
Pixel Perfect reports
80%
8.0
Customizable dashboards
100%
10.0
Report Formatting Templates
70%
7.0
Ad-hoc Reporting (4)
100%
10.0
Drill-down analysis
100%
10.0
Formatting capabilities
100%
10.0
Integration with R or other statistical packages
100%
10.0
Report sharing and collaboration
100%
10.0
Report Output and Scheduling (3)
80%
8.0
Publish to Web
70%
7.0
Publish to PDF
100%
10.0
Report Delivery Scheduling
70%
7.0
Data Discovery and Visualization (3)
100%
10.0
Pre-built visualization formats (heatmaps, scatter plots etc.)
100%
10.0
Location Analytics / Geographic Visualization
100%
10.0
Predictive Analytics
100%
10.0
Access Control and Security (4)
95%
9.5
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)
80%
8.0
Mobile Capabilities (1)
50%
5.0
Dashboard / Report / Visualization Interactivity on Mobile
50%
5.0
Application Program Interfaces (APIs) / Embedding (1)
100%
10.0
REST API
100%
10.0
Return on Investment
  • 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.
Alternatives Considered
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.
Usability
10
Support Rating
10
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!

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