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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 7.9

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 Mid-sized Companies (51-1,000 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
April 08, 2022

Zendesk Explore, a power analytic tool that is better than any ticket management analytic tools.

Verified User
Employee in Human Resources
Information Technology & Services Company, 1001-5000 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports. In addition, if you know basic coding or SQL, you can create your own metrics and attributes to capture extremely specific elements such as the tickets that contain a certain word or etc.
Zendesk Explore Feature Ratings
BI Platform
N/A
N/A
Supported Data Sources
N/A
N/A
BI Standard Reporting (3)
100%
10.0
Pixel Perfect reports
100%
10.0
Customizable dashboards
100%
10.0
Report Formatting Templates
100%
10.0
Ad-hoc Reporting (3)
93.33333333333334%
9.3
Drill-down analysis
100%
10.0
Formatting capabilities
100%
10.0
Report sharing and collaboration
80%
8.0
Report Output and Scheduling (2)
70%
7.0
Publish to PDF
40%
4.0
Report Delivery Scheduling
100%
10.0
Data Discovery and Visualization (3)
80%
8.0
Pre-built visualization formats (heatmaps, scatter plots etc.)
100%
10.0
Location Analytics / Geographic Visualization
70%
7.0
Predictive Analytics
70%
7.0
Access Control and Security (4)
77.5%
7.8
Multi-User Support (named login)
100%
10.0
Role-Based Security Model
40%
4.0
Multiple Access Permission Levels (Create, Read, Delete)
70%
7.0
Single Sign-On (SSO)
100%
10.0
Mobile Capabilities (2)
50%
5.0
Responsive Design for Web Access
70%
7.0
Dashboard / Report / Visualization Interactivity on Mobile
30%
3.0
Application Program Interfaces (APIs) / Embedding
N/A
N/A
Return on Investment
  • Identify surge ticket periods which help planning.
  • Identify CSAT Trend and use the data to improve customer satisfaction.
  • Identify SLA Trend and use the data to reduce turnaround time.
  • Identify 1-Touch % and use the data to improve response.
Alternatives Considered
Zendesk Explore is better than Freshservice Analytics. In Freshservice, even though the interface is more attractive, the functions are not as good as Zendesk Explore. Reports and dashboards are hard to build, and the materials to learn are not as good as the materials on Zendesk Explore. Moreover, the function itself in Freshservice is within the Freshservice ticket management platform compared to Explore which is a standalone suite. There are many reports and dashboards that Freshservice Analytics couldn't build. Freshservice Analytics is like Zendesk Gooddata which is the previous version of Zendesk Explore.
Other Software Used
Usability
10
As previously mentioned, Zendesk Explore is easy to use. There are lots of materials in Zendesk Community. In addition, the live support will also help a lot in learning Zendesk Explore, especially for beginners. Zendesk Explore might be difficult at first to learn, but anyone could learn it in just 7 days. Once the fundamentals are locked in, moving from that place to becoming an amateur at Zendesk Explore is extremely easy. Lastly, if you know basic coding and SQL, you can be a pro at it already.
Support Rating
10
Zendesk Community is extremely useful for Zendesk Explore beginners. The live support provided by Zendesk will also help a lot. If you don't know anything you can ask live support right away. However, one drawback of Zendesk Community and Support is the creation of complex reports on Zendesk Explore. Zendesk Community and Support cannot really help you much if you are trying to build a complex report as they are not a complete expert on it as well.
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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