Zendesk Explore, a power analytic tool that is better than any ticket management analytic tools.
Updated April 08, 2022

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

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zendesk Explore

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.
  • 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.
  • 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.
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.

Do you think Zendesk Explore delivers good value for the price?

Yes

Are you happy with Zendesk Explore's feature set?

Yes

Did Zendesk Explore live up to sales and marketing promises?

Yes

Did implementation of Zendesk Explore go as expected?

Yes

Would you buy Zendesk Explore again?

Yes

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.
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.
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

Pixel Perfect reports
10
Customizable dashboards
10
Report Formatting Templates
10
Drill-down analysis
10
Formatting capabilities
10
Report sharing and collaboration
8
Publish to PDF
4
Report Delivery Scheduling
10
Pre-built visualization formats (heatmaps, scatter plots etc.)
10
Location Analytics / Geographic Visualization
7
Predictive Analytics
7
Multi-User Support (named login)
10
Role-Based Security Model
4
Multiple Access Permission Levels (Create, Read, Delete)
7
Single Sign-On (SSO)
10
Responsive Design for Web Access
7
Dashboard / Report / Visualization Interactivity on Mobile
3