Izenda is a business intelligence software offering from Izenda.
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Zendesk Explore
Score 8.8 out of 10
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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.
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Pricing
Izenda
Zendesk Explore
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Izenda
Zendesk Explore
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
No per user or core fees, unlimited use licensing for production and non-production instances.
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More Pricing Information
Community Pulse
Izenda
Zendesk Explore
Features
Izenda
Zendesk Explore
BI Standard Reporting
Comparison of BI Standard Reporting features of Product A and Product B
Izenda
9.3
Ratings
13% above category average
Zendesk Explore
9.0
Ratings
10% above category average
Pixel Perfect reports
9.00 Ratings
7.10 Ratings
Customizable dashboards
10.00 Ratings
10.00 Ratings
Report Formatting Templates
9.00 Ratings
9.90 Ratings
Ad-hoc Reporting
Comparison of Ad-hoc Reporting features of Product A and Product B
Izenda
9.3
Ratings
14% above category average
Zendesk Explore
8.3
Ratings
3% above category average
Drill-down analysis
9.00 Ratings
9.50 Ratings
Formatting capabilities
10.00 Ratings
9.00 Ratings
Report sharing and collaboration
9.00 Ratings
10.00 Ratings
Integration with R or other statistical packages
00 Ratings
4.80 Ratings
Report Output and Scheduling
Comparison of Report Output and Scheduling features of Product A and Product B
Izenda
8.8
Ratings
6% above category average
Zendesk Explore
8.4
Ratings
1% above category average
Publish to Web
9.00 Ratings
6.90 Ratings
Publish to PDF
9.00 Ratings
9.00 Ratings
Report Versioning
9.00 Ratings
9.00 Ratings
Report Delivery Scheduling
8.00 Ratings
8.90 Ratings
Delivery to Remote Servers
00 Ratings
8.00 Ratings
Data Discovery and Visualization
Comparison of Data Discovery and Visualization features of Product A and Product B
With Izenda, we can offer our trusted users dashboards, generated custom reports, and ad-hoc reporting, right within our own operation. Integrating the Izenda tool directly into our usage meant that we were suitable to use a small corridor of Izenda as core functionality while reserving the more advanced sections of Izenda for guests willing to pay redundancy for the licensing.
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.
User and tenant management is excellent. It is very simple to implement and easy to manage.
The configurability and customizability are excellent. We have access to all aspects of the system and have rebranded and configured single sign on. The users really like it.
Reports and visualizations work. There's lots of flexibility and users enjoy creating reports themselves.
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.
With the help of Izenda, we are able to build a mature foundation that users can quickly customize to their needs. Once permissions are layered in, we can simply use the same report and only show fields a specific user has access to.
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.
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.
We compared to other end user tools like Qlik, Tableau and Power BI. These tools are very refined but not positioned for OEM/Embedded use cases. The closest we came was logi and Birst and the price and business model of Izenda was much more appealing
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.
