TrustRadius

Metabase vs. Zendesk Explore

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Metabase
Score 7.8 out of 10
N/A
Metabase aims to bring data tools with the simplicity of consumer products to the crufty world of enterprise business intelligence. Their open source analytics and business intelligence applications connect to most commonly used databases to let anyone in a company ask questions, and create dashboards or nightly emails without knowing SQL. Metabase Enterprise enables the user to embed branded analytics into customer applications.
$85
per month (includes 5 users, then $5 per user, per month)
Zendesk Explore
Score 8.8 out of 10
N/A
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.N/A
Pricing
MetabaseZendesk Explore
Editions & Modules
Starter
$85
per month (includes 5 users, then $5 per user, per month)
Starter
$85
per month up to 5 users
Pro
$500
per month up to 10 users
Growth
$749
per month (includes 10 users, then $15 per user, per month)
Enterprise
15,000
per year
Open Source
Free
No answers on this topic
Offerings
Pricing Offerings
MetabaseZendesk Explore
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
MetabaseZendesk Explore
Considered Both Products
Metabase
Verified User
Anonymous
Chose Metabase
It does not stack up against Metabase, they complete each other.
SA
Samuel Allen
Head of Data
Chose Metabase
I used Looker in a previous role and found it clunky, difficult to navigate, hard to collaborate on, and ultimately massively expensive. I evaluated Looker to see if it would be right to implement it as a solution in my current role, but Metabase was the clear winner - the ease …
Verified User
Anonymous
Chose Metabase
I thought Metabase was the easiest option that allowed for flexibility. However, I did need dedicated engineering resources to get the system configured and basic queries started
Zendesk Explore
IA
Ikbal Ahmed
Operations Analyst
Chose Zendesk Explore
Zendesk Explore stands out against Freshchat and Freshdesk for it's deeper analytics capabilities and seamless integration with Zendesk ecosystem. While Freshdesk offers reporting, it lacks on the same level of granular insights and customization that Zendesk Explore provides. …
Max César | TrustRadius Reviewer
Max César
Director of Global Support Operations
Chose Zendesk Explore
I selected Zendesk Explore only to provide an easy and quick access for my managers and supervisors regading metrics and volume trends. Is not the most flexible nor complete data visualization tool, but works well for day-to-day follow ups.
You need to use another tool if you …
Verified User
Anonymous
Chose Zendesk Explore
N/A - the company had already implemented Zendesk Explore when I was hired.
Verified User
Anonymous
Chose Zendesk Explore
What's good with Zendesk Explore is that data is already provided since it's included in the package. We get the data from Zendesk Support and make a report in Zendesk Explore.

It provides suggested templates and report formats also which you don't get on the other platforms. …
Verified User
Anonymous
Chose Zendesk Explore
Zendesk Explore is more user friendly and the software plus maintenance cost is less. The report section is more detailed and no lag while creating report for a large data source. The report segments and formats are editable which make it more convenient to make a report …
AR
Alexandra Rouzier
Client Experience Manager
Chose Zendesk Explore
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 …
Verified User
Anonymous
Chose Zendesk Explore
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 …
Julie Pinto | TrustRadius Reviewer
Julie Pinto
Support Manager
Chose Zendesk Explore
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.
Features
MetabaseZendesk Explore
BI Standard Reporting
Comparison of BI Standard Reporting features of Product A and Product B
Metabase
7.5
Ratings
8% below category average
Zendesk Explore
9.0
Ratings
10% above category average
Pixel Perfect reports8.00 Ratings7.10 Ratings
Customizable dashboards8.00 Ratings10.00 Ratings
Report Formatting Templates6.40 Ratings9.90 Ratings
Ad-hoc Reporting
Comparison of Ad-hoc Reporting features of Product A and Product B
Metabase
8.3
Ratings
3% above category average
Zendesk Explore
8.3
Ratings
3% above category average
Drill-down analysis8.50 Ratings9.50 Ratings
Formatting capabilities7.40 Ratings9.00 Ratings
Integration with R or other statistical packages7.80 Ratings4.80 Ratings
Report sharing and collaboration9.50 Ratings10.00 Ratings
Report Output and Scheduling
Comparison of Report Output and Scheduling features of Product A and Product B
Metabase
8.7
Ratings
5% above category average
Zendesk Explore
8.4
Ratings
1% above category average
Publish to Web9.00 Ratings6.90 Ratings
Publish to PDF9.00 Ratings9.00 Ratings
Report Versioning8.00 Ratings9.00 Ratings
Report Delivery Scheduling9.00 Ratings8.90 Ratings
Delivery to Remote Servers00 Ratings8.00 Ratings
Data Discovery and Visualization
Comparison of Data Discovery and Visualization features of Product A and Product B
Metabase
8.8
Ratings
10% above category average
Zendesk Explore
7.2
Ratings
10% below category average
Pre-built visualization formats (heatmaps, scatter plots etc.)8.50 Ratings6.60 Ratings
Location Analytics / Geographic Visualization10.00 Ratings7.10 Ratings
Predictive Analytics8.80 Ratings5.50 Ratings
Pattern Recognition and Data Mining7.80 Ratings9.40 Ratings
Access Control and Security
Comparison of Access Control and Security features of Product A and Product B
Metabase
9.5
Ratings
11% above category average
Zendesk Explore
9.1
Ratings
7% above category average
Multi-User Support (named login)8.60 Ratings9.50 Ratings
Role-Based Security Model10.00 Ratings9.50 Ratings
Multiple Access Permission Levels (Create, Read, Delete)9.50 Ratings8.00 Ratings
Report-Level Access Control9.50 Ratings8.60 Ratings
Single Sign-On (SSO)10.00 Ratings10.00 Ratings
Mobile Capabilities
Comparison of Mobile Capabilities features of Product A and Product B
Metabase
9.0
Ratings
14% above category average
Zendesk Explore
7.8
Ratings
1% below category average
Responsive Design for Web Access8.00 Ratings6.10 Ratings
Mobile Application10.00 Ratings8.30 Ratings
Dashboard / Report / Visualization Interactivity on Mobile9.00 Ratings9.00 Ratings
Application Program Interfaces (APIs) / Embedding
Comparison of Application Program Interfaces (APIs) / Embedding features of Product A and Product B
Metabase
8.8
Ratings
12% above category average
Zendesk Explore
5.9
Ratings
28% below category average
REST API8.90 Ratings5.40 Ratings
Javascript API9.00 Ratings5.90 Ratings
iFrames9.00 Ratings5.50 Ratings
Java API10.00 Ratings5.60 Ratings
Themeable User Interface (UI)7.00 Ratings6.20 Ratings
Customizable Platform (Open Source)9.00 Ratings7.00 Ratings
Best Alternatives
MetabaseZendesk Explore
Small Businesses
BrightGauge
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Score 9.0 out of 10
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Score 9.0 out of 10
Medium-sized Companies
Reveal
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Score 10.0 out of 10
Reveal
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Score 10.0 out of 10
Enterprises
Kyvos Semantic Intelligence Layer
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Score 9.9 out of 10
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Score 9.9 out of 10
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User Ratings
MetabaseZendesk Explore
Likelihood to Recommend
8.5
(0 ratings)
9.5
(0 ratings)
Usability
8.0
(0 ratings)
10.0
(0 ratings)
Support Rating
-
(0 ratings)
10.0
(0 ratings)
User Testimonials
MetabaseZendesk Explore
Likelihood to Recommend
Getting data using query with multiple joins is very fast with Metabase, and role-based access to the reports can be provided to users. The only place it lags right now is the filter for page and page size. This comes with great support for container-based deployment and on-system deployment, too. I did both container and system direct installation, and direct deployment became a bit challenging. On the other hand, it really provides very good support for data representation.
Verified User
Anonymous
Read full review
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.
Verified User
Anonymous
Read full review
Pros
  • Store Data
  • Make Querying easy
  • Quickly ingest data from many sources
Verified User
Anonymous
Read full review
  • As with most "suite" products, if you already use other Zendesk features (Chat, Talk, etc), then Zendesk Explore adds an extra facet to the customer experience. The more we know about our clientele, the better we can understand/anticipate their needs.
  • I like that we can get as in-depth as we feel is necessary. For example, is just one customer having an issue? Or are many experiencing a similar problem? We can better rack this type of trend using Explore.
  • Our team can dive deep into the data based on exactly what we're looking for. If the marketing team wants a certain kind of segment, we can give them that info. If we want to sort by date or another set of parameters, we can do that as well.
Verified User
Anonymous
Read full review
Cons
  • The layout could be more modern
  • Would be great to have a drag and drop option to build dashboards
Verified User
Anonymous
Read full review
  • 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...
AR
Alexandra Rouzier
Client Experience Manager
Read full review
Usability
The tool serves as the purpose of what we were looking for. I am giving us eight because it is cumbersome and needs separate deployment on production; otherwise, it creates memory issues for small servers. Apart from this, this is an excellent tool, providing data features some analysts want. Its backend is heavy, but it works pretty smoothly on front-end users.
Verified User
Anonymous
Read full review
I rate Zendesk Explore 8 out of 10 for it's overall usability because it offers powerful reporting and analytics with an easy to navigate interface and intuitive dashboards. It helps improve customer satisfaction by providing valuable insights into ticket handling, agent performance and customer satisfaction. Though the complex query builder can be challenging for non technical users.
IA
Ikbal Ahmed
Operations Analyst
Read full review
Support Rating
No answers on this topic
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.
Verified User
Anonymous
Read full review
Alternatives Considered
It does not stack up against Metabase, they complete each other.
Verified User
Anonymous
Read full review
Zendesk Explore stands out against Freshchat and Freshdesk for it's deeper analytics capabilities and seamless integration with Zendesk ecosystem. While Freshdesk offers reporting, it lacks on the same level of granular insights and customization that Zendesk Explore provides. Compared to Freshchat which focuses more on live chat and conversational analytics Zendesk Explore excels in historical trend analysis and comprehensive dashboarding. We choose Zendesk Explore for it's robust reporting and drill down capabilities.
IA
Ikbal Ahmed
Operations Analyst
Read full review
Return on Investment
  • Departmental Reporting - allows each department to measure and track KPIs
  • Visibility - everyone has access to the data they need and context on the rest of the business' goals
  • Churn - Helps to predict churn from our partners given their sales and forecasts
SA
Samuel Allen
Head of Data
Read full review
  • Positive impact of around 5 hours/week in Dashboard building and visualization
  • 10 hours from Product to review dashboards and find potential patterns
  • Enabler to find opportunities based on agents´ occupancy rates
Max César | TrustRadius Reviewer
Max César
Director of Global Support Operations
Read full review
ScreenShots