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%
Reviewer Pros & Cons
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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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- No setup fee
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- Premium Consulting/Integration Services
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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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Reviews and Ratings
(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!
- 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
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
- 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
January 05, 2024
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!
December 29, 2023
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
April 08, 2022
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.
October 07, 2021
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...
September 20, 2019
Great product if you have the time to invest upfront!
- 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.
September 20, 2019
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.
May 08, 2019
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.