Zendesk Explore Reviews

6 Ratings
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Score 8.1 out of 100

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Reviews (1-3 of 3)

Julie Pinto | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

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.
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Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

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.
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Justine Matison | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

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.
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Feature Scorecard Summary

Customizable dashboards (3)
9.0
Report Formatting Templates (1)
7
Drill-down analysis (3)
8.7
Formatting capabilities (3)
7.6
Integration with R or other statistical packages (1)
9
Report sharing and collaboration (3)
8.3
Publish to Web (2)
7.5
Publish to PDF (2)
7.5
Report Versioning (1)
4
Report Delivery Scheduling (2)
7.0
Pre-built visualization formats (heatmaps, scatter plots etc.) (1)
9
Location Analytics / Geographic Visualization (1)
10
Multi-User Support (named login) (2)
10.0
Role-Based Security Model (3)
9.3
Multiple Access Permission Levels (Create, Read, Delete) (2)
9.0
Single Sign-On (SSO) (3)
9.0
Dashboard / Report / Visualization Interactivity on Mobile (1)
8

About 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