TARGIT vs. Zendesk Explore

Overall, TARGIT is a valuable tool, and more and more associates are realizing this every day. It's become our standard for sales reporting. I would recommend the software for use at other companies, and I often encourage fellow associates to gain access and basic training.

Incentivized

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.

Incentivized

• The in-memory cube in the Targit suite is an excellent tool that can replace SSAS in theMicrosoft BI suite of tools. InMemory aggregations are lightning-fast compared to Microsoft SSAS.
• Targit also has a cool HTML5 reporting tool.
• It is a complete suite of BI tools including ETL, cube and reports.

Incentivized

• 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.

Incentivized

• I think including the Data Discovery module in the base package instead of charging extra for it would go a long way to making the software better. If you don't have much background with SSIS or SSAS and you do not buy the module, it will be difficult for you to add or modify data sources.
• There are a couple small tweaks to the interface that would be helpful but are far from necessary. For example, unlike an Excel pivot table, you cannot move the measures above the dimensions in a table interface. There are workarounds for this, however.
• I understand the need to make their calculation language as complex as it is, but it still seems like it could be made simpler. It's helpful that it comes with several standard calculations that you can easily add to an object, but if you want to modify a calculation or create your own, it can be more complicated than I would like.

Incentivized

• 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...

Incentivized

The use of Targit is widespread throughout our organization. Our users are becoming comfortable with the tool and Targit has allowed our company to truly grasp the concept of Business Intelligence and making better business decisions through the analysis of our data. Our users are not waiting for IT to create reports for them, they have full rich self-service BI with Targit and are able to turn a great analytical idea or ad-hoc query hypothesis into concrete answers with actionable responses within minutes.

Everything on the back end needs to be correct, which sometimes it may not be set up or missing some variables. Some of the more difficult parts of Targit require a lot more attention and object creation to work properly

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.

Incentivized

Everyone I've dealt with at Targit genuinely cares about me and my success, and they respond to questions quickly and accurately. There is literally nothing more I could ask for from their support.

Incentivized

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.

Incentivized

Make sure all of the back end work is done prior to getting Targit set up. Every variable you may need for calculations needs to be correct and every item needs to be uniform so it is read properly.

While their product is top of the line and works very well for us, we ultimately selected Targit because of their team. We love working with them and they are always super helpful. Whenever we have a request or issue, they are there ready to happily help us resolve it and move forward.

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.

Incentivized

• It really has answered questions during decision-making conversations where a task item would have been created with days of turnaround time instead of getting the necessary information within minutes during that same conversation.
• Unified Reporting that maintains in alignment with business needs.

Incentivized

• 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