Overall Satisfaction with Zendesk Explore
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?
- 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.
For support data, we have only used Explore because it came with our ZenDesk membership. So I can't speak to other solutions! That said, it's awesome to have Knowledge Base and support data in one place.