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.
Score 5 out of 10
Vetted Review
Verified User
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