Zendesk Explore Reviews & Insights

Score8.8 out of 10

59 Reviews and Ratings

Community insights

TrustRadius Insights for Zendesk Explore are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Data Segregation and Issue Identification: Users have praised the platform for its capability to segregate data effectively, allowing them to identify issues through graphs.

Intuitive Dashboard Creation: Customers have found the platform intuitive for creating metric dashboards, providing visibility to team members of all levels with easy navigation.

Time-Saving Centralization: Many users appreciated the platform for saving time by centralizing data in one place, aiding in setting progress and annual metrics efficiently.

Comprehensive Reporting Experience: Reviewers value the comprehensive reporting experience offered by the platform.

User-Friendly Features and Custom Metrics Creation: The user-friendly nature of the platform, along with custom metrics creation options, has been highlighted as beneficial by reviewers.

Zendesk Explore Reviews

10 Reviews

Zendesk Explore review Granular insights but not real time

Rating: 10 out of 10

Incentivized

April 4, 2025

Use Cases and Deployment Scope

We use Zendesk Explore to analyze daily operations and customer feedback. Zendesk Explore helps us gain granular insights into key metrics. It helps us track agent performance, ticket resolution, and response time as well as customer feedback trends. One critical use case is how long tickets remain assigned to different teams before get reassigned which ensures efficiency in ticket handling. The scope includes dashboards and reports for various teams helping optimize workflows and improve customer support quality.

Pros

It allows reporting based on ticket tags and other attributes
Adding custom metrics and attributes is relatively easy comparing to other workflow management tools.
Drill down capabilities allow users to analyze trends in a granular level.
Dashboard customization allows to create tailored visualizations for specific teams.

Cons

Zendesk Explore can improve in updating dashboards in a faster manner. Sometimes it takes longer than an hour for dashboards to be updated.
Real time reporting limitation, I feel Zendesk Explore should have a more advanced real time reporting so that businesses can make decisions on time for time sensitive issues.
Lack of cross dataset reporting is also limited, User should be able to create reports and dashboards from different dataset within Zendesk Explore for more comprehensive analysis.

Likelihood to Recommend

Zendesk Explore is well suited for tracking ticket flow, agent performance, and customer satisfaction providing valuable insights into response and resolution time, workload and support quality. Particularly useful for monitoring ticket handling for different teams. Helps ensure accountability by tracking how long tickets remain assigned before being reassigned to another group. Drill down capability helps identify support bottlenecks. However, it is less appropriate for real time monitoring as it lacks real time data updates making it unsuitable for instant decision making.

Ikbal Ahmed

Operations Analyst in Customer Service at Mama money (51-200 employees)

Vetted Review

1 year of experience

Zendesk Explore: a simple way of getting your metrics but not the most advanced tool

Rating: 7 out of 10

February 26, 2024

Use Cases and Deployment Scope

We use Zendesk Explore to get daily, weekly, and monthly transparency on our metrics. [...] operates in 8 countries, and takes care of 3 main stakeholders (clients, customers, and admins). Additionally, we have L1 and L2 tickets, based on complexity. This puts in the need of having multiple groups and metrics that we need to track regularly.The main users of Zendesk Explore would be our managers and supervisors, but also some PMs from the Product team would look at the variable from time to time to find patterns and improvements on our products.Finally, we have volume Dashboards, performance dashboards, and contact reasons dashboards. That is per stakeholder and country.

Pros

Provides a platform to create metric dashboards
Gives visibility to all teammembers regardless of their seniority
Navigation: it is very easy to filter fields and dates to check specifically what´s needed
Provides a way to download and share information with different members of the organization
Allows to compartimentize the information according to business needs

Cons

Flexibility: the platform is somewhat limited for the creation of "non-standard" metrics
It is complicated to create dashboards with no previous Zendesk Explore knowledge
The reliability of Zendesk Explore has not been great: we had at least 5 situations when the dashboard was not showing data and had to approach Customer service for support

Likelihood to Recommend

+Good for basic metric building and sharing
+Good to diagnose the situation of the teams quickly
+Good for relatively junior managers who want to understand what´s happening with their teams
Not very good for
-Creation of new and innovative metrics
-Diagnose team´s performance in a deeper level (e.g. adding QA metrics to typical FRT, AHT metrics)
-Comparison of historical data: the date filters don´t allow to see previous information, that needs to be added in other platforms

Max César

Director of Global Support Operations in Customer Service at Payjoy (1001-5000 employees)

Vetted Review

3 years of experience

View profile

Zendesk Explore- The Time & Money Saver

Rating: 10 out of 10

Incentivized

January 5, 2024

Use Cases and Deployment Scope

I use Zendesk Explore to pull data from our support team's chats, calls, and emails. With this data, I am able to identify which departments saw an uptick in tickets and from there we are able to identify what happened and plan for proper staffing if the issue seems like something that would reoccur.

Pros

Provides Data all in one place
Saves time versus tracking down info myself
Helps set progress and annual metrics for employees

Cons

I don't have any suggestions. Right now- Zendesk Explore is doing everything I need it to do!

Likelihood to Recommend

Checking department metrics- Example: Call times, Wait times, Chat times, When calls were abandoned, etc.
Checking to see which department is having an uptick in customers reach out and then being able to identify why.
Being able to keep a consistent eye on the volume of chats, calls, and emails to ensure proper staffing.

Verified User

Administrative Assistant in Sales (11-50 employees)

Vetted Review

1 year of experience

Make reports easily with Zendesk Explore!

Rating: 10 out of 10

Incentivized

January 2, 2024

Use Cases and Deployment Scope

We mainly use Zendesk Explore when we create reports on about the agents handling time of each tickets and the volume of tickets that we receive on a daily, weekly, monthly, and a quarterly basis.

Moreover, we also segregate tickets based on the Custom Field that we have made to make a proper projection on what to expect on the following months. More like, top drivers of support contacting or queries. It's kind of hard to use it at first, but when you get the logic on how it works, you can really create different reports based on the current concern that the company has.

Pros

Reporting
Live Data
Segregation of data and identifying the misses, outliers, problems that we're facing. Usually seen on graphs.

Cons

Instructions/Guides
It could be more user-friendly
Provide more feature or data that could be pull up.
Feature Request suggestion button

Likelihood to Recommend

It's really perfect when making reports on a weekly basis since we're always trying to track on what are the trending concerns of each clients/customers based on the custom field category that we made. With that, we can focus on improving or providing more attention to the heat point or trend.

You can also view the reports about your agents turnover time or handling time of each ticket so you can make room and coach agents on their misses and commend for their accomplishments also.

Verified User

Employee in Finance and Accounting (51-200 employees)

Vetted Review

2 years of experience

Zendesk Explore Genuine User Review

Rating: 9 out of 10

Incentivized

December 29, 2023

Use Cases and Deployment Scope

This is very user friendly, easy to use completely. The software has helped us to improve our SLA since it has proper features of keeping reminders for multiple users in case a single user is busy. Also, the reports can be easily extracted for groups and individual performances. The features like internal reply and public reply helps the next available person to take over the case properly since there is no limit for internal notes or public reply to the customer.

Pros

Reminders for Multiple users
Internal notes and Public Reply
Absolutely User Friendly

Cons

Attachment option Icon to be a little bigger
Preview to be available after attachment or video or Audio

Likelihood to Recommend

We are able to increase our work efficiency and that reflected on the increase in our SLA percentage. Since we were able to increase our service level. It also sends feedback option to the customers which helps us to focus on the areas which were missed. Overall a very good software for managing customer service (Chat or Calls).

Verified User

Manager in Customer Service (10,001+ employees)

Vetted Review

3 years of experience

Easy to Use Program!

Rating: 10 out of 10

Incentivized

October 7, 2021

Use Cases and Deployment Scope

We use it for reporting and analytics for our client experience team within all lines of business. It is designed to help us analyze and understand where our opportunities are for customer support. Explore provides powerful, built-in reports that we can create without any coding knowledge that help us view and analyze key information about our customers and and support resources.

Pros

Built-in reporting.
Helps us analyze data without coding knowledge.
Has prebuilt datasets and queries we can pull from.
Customizable reporting.

Cons

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...

Likelihood to Recommend

Zendesk Explore is amazing and so user-friendly! When we first added on Explore and created our own reports, we had no idea it would come with this much information. If you want to look at a dataset, Explore already has it in the system for you! The main things we use it for currently is our CSAT, Reopened Ticket %, One Touch Ticket %, and so much more!

Alexandra Rouzier

Client Experience Manager at Feeding Children Everywhere dba U.S. Hunger (11-50 employees)

Vetted Review

2 years of experience

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

Rating: 5 out of 10

Incentivized

May 25, 2021

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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

Employee in Human Resources (1001-5000 employees)

Vetted Review

2 years of experience

Great product if you have the time to invest upfront!

Rating: 8 out of 10

Incentivized

September 20, 2019

Use Cases and Deployment Scope

We use ZenDesk Explore within the support organization. We have set it up to answer such questions as:

How many support tickets/month are we getting year over year?
What organizations are support tickets coming from?
What are the most common types of support tickets - questions? Bugs?
How often is our support org escalating to development?
Which Knowledge Base articles are accessed frequently and do they help deflect tickets?
Which features generate the most support tickets?

We have used this information to provide supporting data to our dev team when prioritizing customer-driven product improvements and fixes. We have also compared this data with overall product usage data (different data source) to determine the relative percentage of support cases compared to overall usage. Otherwise, we may see increasing tickets as a bad thing when really, it's proportional to our increasing product usage. Having ZD Explore helps put support data in context over time.

Pros

Custom Reports - You can really tailor each query and dashboard with many custom aspects. As soon as you answer one question, you usually have another one! Explore gives the flexibility to refine and tailor your data.
Drilling Down - Once you create the big picture dashboards and reports, it's relatively easy to drill down and get the actual list of associated support cases. This is a good validity check to make sure our approach is working.
Pre-built dashboards - It helps to get started with what explore has already pulled for you. That way, you have a good baseline from which you can further customize.

Cons

Query builder - Very hard to use if you don't know your way around data tools. For an org like ours, we don't have a specialized data analyst. It would help if Explore could appeal a bit more to novice data analysts by providing more guidance and being more prescriptive while keeping the option for the advanced approaches.
Lack of clarity on applied filters - When you build queries, you apply one set of filters. Then when you pull those queries into a dashboard, you can apply another set of filters to the whole dashboard. It's easy to get lost between the two, and you could end up with a misleading dataset if you don't keep close track of both. It would help if Explore gave better indications of the applied filters on each query when they are pulled into the dashboard.
Report builder - When I do share the data from these reports, I typically export each report, then write up an explanation and analysis of what the reading is seeing. It would be amazing if Explore would build out a dynamic report builder for users outside of ZenDesk. I want to share this data in context with our leadership.

Likelihood to Recommend

Explore is well suited for:

Organizations who have the people/time to dedicate to data analysis - it's valuable, but it is time consuming at first!

Explore is less well suited for:

Organizations where they do not have someone with the appropriate skills to build out the reports that will be valuable. It takes time to understand what questions you are actually trying to answer. From there, you need to understand how to generate the data such that you can then create the reports to answer the questions you want to answer. So that said, it's quite a process.

Julie Pinto

Support Manager in Customer Service at Bongo (11-50 employees)

Vetted Review

1 year of experience

View profile

I am satisfied with Zendesk Explore, looking forward to learning more about its capabilities as we grow!

Rating: 7 out of 10

Incentivized

September 20, 2019

Use Cases and Deployment Scope

We mainly use Zendesk Explore as an easy way to crunch the numbers. Although our customer service team members are the primary users of Zendesk Explore, we definitely use the data that the system stores and analyzes as a way to inform the rest of our businesses practices and models. For example, even though we are a small business, we are growing rapidly and it is no longer feasible for us to get to know each customer, what drives them, and how we can mutually benefit from our relationship. Zendesk Explore has helped us stay on top of our goals (from the customer service perspective and from a business perspective) and we have used it to analyze interactions, metrics, and how we can continue to improve as a business.

Pros

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.

Cons

Some aspects of Zendesk, in general, are not super intuitive. The same goes for Zendesk Explore. And, while you can google answers and hope you find something helpful, there isn't a great way to learn to get the full potential out of the product unless you want to pay for someone from your team to take a class (which costs several hundred dollars).
To piggyback off the last point, if you would prefer to get help from a Zendesk expert, you'll find that there is almost no customer support available to you. For a company that aims to help other companies help their customers, this has always struck me as odd. Again, Google is your friend and beyond that, you're mostly out of luck.

Likelihood to Recommend

Zendesk Explore is great if you already use one or more other Zendesk products and/or if you have experience with using Zendesk in the past. It has a bit of a learning curve but has a ton of potential if you or someone on your team can dedicate enough time and energy to learning the product. Similarly to Adobe Suite, all of Zendesk's products flow pretty seamlessly together and the more products you use (and use well, obviously), the more data you can extract.

Verified User

Administrative Assistant in Customer Service (11-50 employees)

Vetted Review

1 year of experience

Having fun with visuals in Zendesk Explore!

Rating: 10 out of 10

Incentivized

May 8, 2019

Use Cases and Deployment Scope

I have been using Zendesk Explore, personally, since I started using it in Beta. Since the tool has gone live, we are using it across the team and the customer success organization. We are able to take our reporting, and elevate the impact with visuals that provide insights in an effective way, without losing the ability to go deeper into the data with a click or two, to be able to identify the sources of what the data is showing.

Pros

Visualization of the data is a key point with Zendesk Explore, making it easy to share insights across the company, even working with teams that aren't using Zendesk themselves.
Reporting to support/chat/talk all in one report, rather than needing to marry several reports, is a real time saver.

Cons

The biggest challenge for me is generally having a better understanding of what is included in each data set. There have been some frustrating moments when I realized the reason I wasn't getting what I needed out of a query was that there was a better data set to use.

Likelihood to Recommend

Zendesk Explore is very well suited for real-time reporting, visualization, and ease of use! It would be great if there was a way to magically port all of the reports that I had in GoodData over, rather than building queries anew, but I think that's just an operational reality with any tool. After getting used to a new way of doing things (change is always hard!) my team and I are really happy with Zendesk Explore!

Justine Matison

Director, Customer Service and Support in Customer Service at Lever (201-500 employees)

Vetted Review

1 year of experience

View profile

Loading Reviews List....

Great product if you have the time to invest upfront!

Rating: 8 out of 10

Incentivized

September 20, 2019

Use Cases and Deployment Scope

We use ZenDesk Explore within the support organization. We have set it up to answer such questions as:

How many support tickets/month are we getting year over year?
What organizations are support tickets coming from?
What are the most common types of support tickets - questions? Bugs?
How often is our support org escalating to development?
Which Knowledge Base articles are accessed frequently and do they help deflect tickets?
Which features generate the most support tickets?

Pros

Custom Reports - You can really tailor each query and dashboard with many custom aspects. As soon as you answer one question, you usually have another one! Explore gives the flexibility to refine and tailor your data.
Drilling Down - Once you create the big picture dashboards and reports, it's relatively easy to drill down and get the actual list of associated support cases. This is a good validity check to make sure our approach is working.
Pre-built dashboards - It helps to get started with what explore has already pulled for you. That way, you have a good baseline from which you can further customize.

Cons

Query builder - Very hard to use if you don't know your way around data tools. For an org like ours, we don't have a specialized data analyst. It would help if Explore could appeal a bit more to novice data analysts by providing more guidance and being more prescriptive while keeping the option for the advanced approaches.
Lack of clarity on applied filters - When you build queries, you apply one set of filters. Then when you pull those queries into a dashboard, you can apply another set of filters to the whole dashboard. It's easy to get lost between the two, and you could end up with a misleading dataset if you don't keep close track of both. It would help if Explore gave better indications of the applied filters on each query when they are pulled into the dashboard.
Report builder - When I do share the data from these reports, I typically export each report, then write up an explanation and analysis of what the reading is seeing. It would be amazing if Explore would build out a dynamic report builder for users outside of ZenDesk. I want to share this data in context with our leadership.

Likelihood to Recommend

Explore is well suited for:

Organizations who have the people/time to dedicate to data analysis - it's valuable, but it is time consuming at first!

Explore is less well suited for:

Organizations where they do not have someone with the appropriate skills to build out the reports that will be valuable. It takes time to understand what questions you are actually trying to answer. From there, you need to understand how to generate the data such that you can then create the reports to answer the questions you want to answer. So that said, it's quite a process.

Julie Pinto

Support Manager in Customer Service at Bongo (11-50 employees)

Vetted Review

1 year of experience

View profile