Make reports easily with Zendesk Explore!
We mainly use Zendesk Explore when we create reports on about the agents handling time of each tickets and the volume of tickets that we …
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,…
Recent Reviews
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%
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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…
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What is Zendesk Explore?
Zendesk Explore Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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 Mid-sized Companies (51-1,000 employees).
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(49)Attribute Ratings
Reviews
(1-9 of 9)Companies can't remove reviews or game the system. Here's why
March 14, 2024
Make reports easily with Zendesk Explore!
We mainly use Zendesk Explore when we create reports on about the agents handling time of each tickets and the volume of tickets that we receive on a daily, weekly, monthly, and a quarterly basis.
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.
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.
February 26, 2024
Zendesk Explore: a simple way of getting your metrics but not the most advanced tool
Score 7 out of 10
Vetted Review
Verified User
We use Zendesk Explore to get daily, weekly, and monthly transparency on our metrics. [...] operates in 8 countries, and takes care of 3 main stakeholders (clients, customers, and admins). Additionally, we have L1 and L2 tickets, based on complexity. This puts in the need of having multiple groups and metrics that we need to track regularly.The main users of Zendesk Explore would be our managers and supervisors, but also some PMs from the Product team would look at the variable from time to time to find patterns and improvements on our products.Finally, we have volume Dashboards, performance dashboards, and contact reasons dashboards. That is per stakeholder and country.
January 05, 2024
Zendesk Explore- The Time & Money Saver
I use Zendesk Explore to pull data from our support team's chats, calls, and emails. With this data, I am able to identify which departments saw an uptick in tickets and from there we are able to identify what happened and plan for proper staffing if the issue seems like something that would reoccur.
December 29, 2023
Zendesk Explore Genuine User Review
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.
April 08, 2022
Zendesk Explore, a power analytic tool that is better than any ticket management analytic tools.
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.
October 07, 2021
Easy to Use Program!
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.
September 20, 2019
Great product if you have the time to invest upfront!
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?
September 20, 2019
I am satisfied with Zendesk Explore, looking forward to learning more about its capabilities as we grow!
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.
May 08, 2019
Having fun with visuals in Zendesk Explore!
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.