GoodData vs. Zendesk Explore

If you have consistently formatted data, that you want regular reports on, plus flexibility to let end users build their own reports, GoodData is perfect. Especially if your end users are less technical. If you want to be able to embed your reporting into your app, GoodData excels, though the start up process can be involved. If your data structure varies, it could be more challenging to integrate. It may also not be worth the integration if you have people who can already run their own SQL queries.

Incentivized

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.

Incentivized

• GoodData provides advanced analytics for predictive modeling. This assists in identifying potential issues before they arise, and making proactive decisions.
• GoodData prioritizes data security and compliance, providing features that help IT firms like ours adhere to regulatory requirements.
• GoodData gives high customization dashboards, allows us professionals to create tailored view of KPI.

Incentivized

• 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.

Incentivized

• Good Data is already have certain customizable options. However, having more flexibility in customizing reports and dashboards & control over the visual aspects would enhance the overall user experience.
• To make Good Data even more powerful tool, improving the speed and responsiveness of the tool, especially during data-intensive tasks, would be a significantly helpful.
• For new users, the interface can be made more user friendly which would promote easy navigation through features of tool.

Incentivized

• 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.

Incentivized

Because gooddata really helps us in processing data to make reports or dashboards. So we are very satisfied when we use it. What we like is the flexible use of charts. We change at will the use of charts to display in reports or dashboards. Thank you Gooddata for helping companies like us who need flexibility in usage

Incentivized

From my experience, overall usability of GoodData platform is great very easy to use, but there is still few features as GoodData platform and interface continuosly evolves, which are not yet available within user interface, but only available via API. For regular users all main and key features and tools are perfect, well defined and very easy to use.

Incentivized

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

We are approximately one month since go-live. There has been one short outage.

Performance on refreshing metrics works well.

Support team has been highly responsive and helpful from our first initial deployment to present day. They engage and work with us. know when to escalate for more challenging problems. They also follow up. Overall have had a very good experience with support

Incentivized

Support for all of Zendesk has exceeding my expectations. This company will always get a 10 out of 10 in my book. Any question you have they make sure you have the answer plus a step-by-step guide on how to do each step so you are set up for success!

Incentivized

Petr was a rock star - patient, knowledgeable, clear and easy to work with.

GoodData implementation team was professional and courteous

Thorough, professional and on time.

GoodData is best among every other platform I used because it's a cloud based platform and way to easy to use. Its robust predictive analytics and unified data view set it way apart. While Power BI and Tableau excel in visualization, GoodData's focus on comprehensive business intelligence, user engagement analytics, and revenue optimization which made it a strong choice for our organization seeking a holistic analytics solution.

Incentivized

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 want to see long-term patterns (e.g. month over month volume trends) and you need another platform if you want your interaction metrics to interact with other important factors of the business

• We have been able to quickly go to market with a feature-rich version of our application.
• The licensing costs are manageable but make our offering more expensive than alternatives.
• The possibility to horizontal scaling with Kubernetes is a bright outlook for our business.

Incentivized

• Money saved due to proper staffing.
• Happier Staff- proper staffing ensures no one is overworked.
• Ability to quickly pinpoint where issues are and why.

Incentivized