Zendesk Explore Reviews & Product Details


What is Zendesk Explore?

Zendesk Explore provides analytics for businesses to measure and improve the entire customer experience. With Zendesk Explore, you get instant access to the customer analytics that matte, and the deeper understanding of your customers and business that comes with it.

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Zendesk Explore Profile Details

Zendesk Explore Profile Details

Vendor
Zendesk
Company Website
Year Founded
2007
Total Revenue (USD mm)
430
HQ Location
San Francisco, CA
Phone
+1 (415) 418-7506
Ownership
NYSE: ZEN
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
3,080
Twitter
@Zendesk
Twitter Followers
75,222
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Zendesk Explore Reviews

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1-25 of 25 total Zendesk Explore reviews

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1-25 of 25 total Zendesk Explore reviews
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Software Engineer
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Zendesk Explore Viewing all type of communication at one place"

What do you like best?

Provide a wide variety of operation in the data to show on dashboards. Like we can use Variance and standard deviation on data to be used in queries for creating charts and dashboards. We could easily change type and query for metrics. The best part is that some of the charts are auto-generated.

What do you dislike?

Faced some issues like when fields contain special character like ")". There are some of the features or functions for custom metrics that are found in Insights but not available in this.

Recommendations to others considering the product:

You could use it for keeping track of different things according to your specific requirements. This has a similar use case like reports and dashboards created in Salesforce.

What problems are you solving with the product? What benefits have you realized?

Created charts for showing the tickets according to the status. Keep track of various status. To know the key points responsible for loopholes.

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I LOVE ZENDESK!!!
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
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"I LOVE ZENDESK EXPLORE!!!"

What do you like best?

I like that Zendesk Explore is the only tool that I need to satisfy customers.

What do you dislike?

I do not dislike anything about this product. I think that it's 100% excellent and efficient. I f there's anything in the future, I will let you know.

Recommendations to others considering the product:

I would definitely recommend Zendesk Explore to others.

What problems are you solving with the product? What benefits have you realized?

I am helping customer solve problems and making sure they're satisfied. I think customers also like the service that we provide and Zendesk makes that possible.

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U
Mid-Market
(51-200 employees)
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"very user-friendly"

What do you like best?

we enjoyed that this software was already familiar to us because of the various other zendesk programs we already have in use. the graphics, language, and layout are typical of zendesk and very easy-to-use. it garners more data in more unique areas than than we used in the past and the output is excellent to add immediately to presentations and other areas for easy and quick review.

What do you dislike?

there was not much that we disliked about this software, we did ht a few snags in set-up but that was time-limited. i imagine that if one is new to the zendesk set of software, there might be a learning curve, but that should not be an issue.

Recommendations to others considering the product:

Go for it, it is easy, valuable, and a more nuanced way to mine consumer data.

What problems are you solving with the product? What benefits have you realized?

we loved being able to gather more data from the customer experience than we had in the past, in more nuanced areas that we think was not captured by other software. there is more data than we could initially utilize, which was great and allowed us to gain more answers for the detailed questions about the consumer base.

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Customer Support L1
Mid-Market
(501-1000 employees)
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"Simple yes effective "

What do you like best?

It makes gathering the metrics for individual teams very simple and intuitive. I like how easy it was to pick up the program and how easy it is to master and manipulate to your teams individual needs.

What do you dislike?

Realtime metrics are hard to pull and we have noticed a disconnect in the data and then the poll that we manually pull from the live queue. AHT is hard to pull and the report breaks sometimes but otherwise a smooth application

What problems are you solving with the product? What benefits have you realized?

Monitoring and driving agents to meet metrics and feel our eyes on them at all times so that they give their best to the queue and are more productive.

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UG
Enterprise
(1001-5000 employees)
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"Create data reports with easy directions to follow provided by Zendesk"

What do you like best?

Quick hitter information on 'what does this mean' type of questions that could arise. Lots of visualizations options when creating queries

What do you dislike?

Honestly, I haven't gotten to a section that I don't like. I primarily use this for simple data sets and alot of the functionality is already provided up front by Zendesk.

Recommendations to others considering the product:

Have detailed conversations with Zendesk representatives about customizability. They seemed to oversell the functionality. If you are looking for something easy to use and something to compile customer data into a good beginning start, this is a good software to start with.

What problems are you solving with the product? What benefits have you realized?

Tracking efficiencies and inefficiencies of customer support. Understanding what is client issues are creating volume

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Senior Customer Service Manager
Mid-Market
(51-200 employees)
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"Zendesk Review"

What do you like best?

Zendesk Explore provides a fast and easy way to create dashboards and reporting to see day to day metrics.

What do you dislike?

I dislike that it doesn't have the option to click on the tickets that the agents have already worked on to take a closer look.

What problems are you solving with the product? What benefits have you realized?

We are solving reporting issues and ways to track metrics.

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Brand Ambassador
Consumer Goods
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"My review on zendesk explore "

What do you like best?

One of many things I find pro about the software is that it’s easy to organize and analyze and helps me manage the customer tickets easily

What do you dislike?

online help was not very complete and did not allow for customization which made everything harder then it had to be

What problems are you solving with the product? What benefits have you realized?

Some business problems were solving with zendesk explore is customer relations from helping out with submitted tickets to resolving some of the issues they’ve with our services and how we go about things

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Senior Accountant
Financial Services
Mid-Market
(501-1000 employees)
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"Good if used properly "

What do you like best?

I like how you can track incoming tickets and how we can run analytics and statistical reports.

What do you dislike?

I don't like how if someone responds to an email on the user side, but the ticket has already been closed, it creates a new ticket instead of opening a new one.

What problems are you solving with the product? What benefits have you realized?

We we able to pull reports for clients using the statistical reports. We were also able to track a large amount of income requests in an organized and concise way.

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Marketing Manager
Wholesale
Mid-Market
(201-500 employees)
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"Zendesk Explore has a steep learning curve, but it's worth the investment"

What do you like best?

I enjoy how the interface is very similar to Zendesk's primary product suite. We used Zendesk for internal ticket resolution and upon upgrading to Zendesk Explore, we learned about the full functionality of the product suite.

What do you dislike?

It's tough to quantify the results progress

Recommendations to others considering the product:

If you are currently using Zendesk for internal ticket tracking, it's a logical upgrade.

What problems are you solving with the product? What benefits have you realized?

We are using Zendesk Explore to track resolution of customer issues and provide better performance metrics to our team.

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UC
Mid-Market
(201-500 employees)
Validated Reviewer
Verified Current User
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"Makes Zendesk a lot better"

What do you like best?

Explore is heaps above Zendesk Insights feature. Right away you can tell there is more acuracy and functionality.

What do you dislike?

Kind wish you didn't have to upgrade for this. Their other version of metrics 'insights' that comes standard with Zendesk out of the box is complete garbage and Explore really makes a huge difference...

What problems are you solving with the product? What benefits have you realized?

Finally having metrics from the source. Gives us great busy insights without having to attach another 3rd party to the API to get basic metrics.

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UO
Enterprise
(10,001+ employees)
Validated Reviewer
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"ZenDesk Explore"

What do you like best?

Consistency: Very few service outages and very little change in UI and product structure. Both of these things create a more familiar and consistent workflow.

What do you dislike?

Innovation: Zendesk seems to have done all of its innovation years ago as the product has achieved a plateau of functionality of features Support: I very much dislike Zendesk's support set up.

What problems are you solving with the product? What benefits have you realized?

Tremendous scaling benefits. Adding more users is not just easy, but we have recourse to ensure that our teams can grow at their own paces without worrying if the software can keep up. Zendesk can absolutely keep it; it does not even flinch.

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UI
Mid-Market
(51-200 employees)
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Verified Current User
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"Zen desk rocks"

What do you like best?

The ease of use within my current organization is unlike any other ticketing system I have used in an enterprise environment. All of our different departments use it. There has never been any need for training. The interface is great and user friendly.

What do you dislike?

There are no issues or anything I dislike

What problems are you solving with the product? What benefits have you realized?

We use it to log support tickets internally

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U
Small-Business
(11-50 employees)
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"Excellent Tool for Customer Analytics"

What do you like best?

- easy to understand and make new dashboards

- easily filter all data to really figure out what is going on with your consumers

- publish dashboards to share with other team members and stakeholders

- inexpensive

What do you dislike?

- a little bit of a learning curve

- I haven't found the product integrations useful

What problems are you solving with the product? What benefits have you realized?

- better understanding customers and their behaviors

- we have benefited being able to easily manage our data and analyze it and create stories instead of just viewing the raw numbers and trying to get people to make sense of them

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A
Small-Business
(2-10 employees)
Validated Reviewer
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"Great product, but can use some work"

What do you like best?

The ease of use and ability to navigate the product

What do you dislike?

The additional features you can buy are not up to par compared to other CRM Sytems

What problems are you solving with the product? What benefits have you realized?

The ease of use for our reps - we can easily see ticket histories, old data/tickets, etc.

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U
Mid-Market
(51-200 employees)
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"Great tool for analyzing our quality of customer service "

What do you like best?

The interface is super clean and makes it easy to track our analytics and use that data to improve our customer service process.

What do you dislike?

The price is a lot for a team our size.

Recommendations to others considering the product:

I'd recommend it. Really easy to use, especially for less tech savvy people.

What problems are you solving with the product? What benefits have you realized?

We're able to solve a lot of problems by being able to filter our data by a lot of different sub categories. We can also export our data into different software tools we use.

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U
Small-Business
(11-50 employees)
Validated Reviewer
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"Zendesk Explore"

What do you like best?

This is a nice easy to use platform and UI that allows easy access to view all the past tickets and items that have taken place in that ticket.

What do you dislike?

There are few drawbacks to this product. It may be expected, but there is some heavy lifting setting up Zendesk.

What problems are you solving with the product? What benefits have you realized?

The utilization of zendesk as a whole and its features has allowed for better communication with clients and more efficient tracking of issues both open and closed.

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U
Validated Reviewer
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"Zendesk is the way to go!"

What do you like best?

It gives you stats and analytics of your customer support. It also gives suggestions of what can be improved in your customer support.

What do you dislike?

I wish there was a page where you could view your agent analytics separately.

What problems are you solving with the product? What benefits have you realized?

So many.. it gives you stats of why customers are reaching out. If too many people are reaching out for the same issues, you can find a way to fix the issue to decrease tickets.

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UC
Mid-Market
(51-200 employees)
Validated Reviewer
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"Zendesk "

What do you like best?

That we can communicate between internal and public on the same ticket easily.

What do you dislike?

Not being able to solve the ticket out without it being assigned to you/someone. Which makes it hard for your team to see some thing pop back up.

Recommendations to others considering the product:

Great ticketing system to keep track of orders

What problems are you solving with the product? What benefits have you realized?

We are able to keep track of orders, reach out to clients, and contacts.

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UC
Small-Business
(11-50 employees)
Validated Reviewer
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"Good analytics for UX"

What do you like best?

It summarizes a lot of complex interactions with customers. Graphs them too.

What do you dislike?

More features and complexity than our small shop needed or could leverage.

Recommendations to others considering the product:

If you have a large number of customers this will probably be very helpful in making sense of all the noise.

What problems are you solving with the product? What benefits have you realized?

We were testing it to see what we could learn about out customers

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IV
Small-Business
(11-50 employees)
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"Easy to use"

What do you like best?

Zendesk, while having a fairly steep learning curve is easy to use and navigate once you've had an introduction.

What do you dislike?

It would be nice to have noises when tickets come in or ways to record who has looked at certain things.

What problems are you solving with the product? What benefits have you realized?

Trying to streamline our systems with zendesk, it makes data very easy to collect.

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UA
Small-Business
(2-10 employees)
Validated Reviewer
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"It gets the job done! "

What do you like best?

It’s easy to use but hard to get everyone on board without feeling the need to run up to IT

What do you dislike?

I think faster response times could help! Though that may depend on the company. It also times out easily.

What problems are you solving with the product? What benefits have you realized?

It provided real time customer service for our team and helped escalate issues.

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A
Small-Business
(11-50 employees)
Validated Reviewer
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"Zendesk Explore "

What do you like best?

Zendesk has some powerful features for support. I like the UI because it was simple and easy to use.

What do you dislike?

I did not like the support for the product that much. They were kind of slow.

What problems are you solving with the product? What benefits have you realized?

We used it primarily for analystics and measuring customer experience

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UA
Validated Reviewer
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"Helpful and Intuitive"

What do you like best?

It is an intuitive platform for data analysis.

What do you dislike?

Overall the product is spot on. Work through all the trainings to utilize it to its full capacity.

Recommendations to others considering the product:

Fully train your staff to utilize it to its full extent.

What problems are you solving with the product? What benefits have you realized?

Expansion of product through data analysis.

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UG
Enterprise
(1001-5000 employees)
Validated Reviewer
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"Zendesk explore is intuitive"

What do you like best?

It was easy to create charts and dashboards. It provided quick analysis of our zendesk data and was able to drill down to it.

What do you dislike?

Not enought connectors to connect to our data sources

What problems are you solving with the product? What benefits have you realized?

Ability to share the data with the executive team

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U
Validated Reviewer
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"Great Tool "

What do you like best?

I really enjoy the interface of the software.

What do you dislike?

I don't have any complaints with Zendesk Explore.

What problems are you solving with the product? What benefits have you realized?

allows us to track our client's experience within our company.

Zendesk Explore User Ratings

8.2
Ease of Use
Average: 8.1*
7.4
Quality of Support
Average: 8.5*
7.5
Ease of Setup
Average: 8.2*
* Other Analytics Category
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Zendesk Explore Categories on G2