Jaspersoft Community Edition vs. Zendesk Explore

TIBCO Jaspersoft Community Edition is very powerful platform that has enhanced smooth running of workflows across our organization. The system operation has greatly created positive development infrastructure in our company due to excellent planning from the data analytics. The cost running this product is low as compared to similar software and easy to learn how it works. It provides comprehensive reports that affect each department and offers solution to most challenges affecting our systems.

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

• Custom design reports in Jaspersoft Studio. There is a lot of flexibility to customize reports. You can create easy reports in a quick time frame or complex report in a bit more time.
• The company does not need a 100% developer to develop reports. Someone with some level of developer experience could use Jasper Studio
• Jasper also provides a stand-alone web server to deploy your reports. This opens up a lot of Jaspersoft Studio files.
• There is a lot of time and effort put into the software. Years of input that improved all levels of the applications. Jasperstudio, Jasperserver, a manual, the community, etc.
• Flexibility is awesome, you can do almost anything. Having well-rounded REST API or you can use the Java Studio.
• There is a lot out of the box functionality. Scheduler, stand-alone reports, report output formats, logging settings, customization of GUI to a degree, permissions, roles, and user setup Studio, etc.

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

• Repository interface is a flat structure. Folder or other structure would be best for numerous reports for several different departments.
• Should come fully equipped with all available properties for High Charts
• Better user guides that includes more information about configurations for styles, conditions, etc. that aren't covered in the guide.

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

Even though there are challenges with Architecture, sizing and other areas with Jaspersoft provided that Jaspersoft comes up with the right set of innovation, performance, scalability, and documentation in future it will be great expansion (win-win) situation for the clients and as well as Jaspersoft.

Incentivized

The overall performance of this platform has been excellent. It is easy to work with the user interface. Creation of digital content and publishing on our social media platforms during marketing has been easy. Running our applications and upgrading our system to meet international standards has been successful. The user dashboard displays reports and performance of all departments effectively.

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 have only had a couple of tickets to be open while using Jaspersoft. Each time we have a very prompte responses that would meet our expectations. We always felt that our issues were being address in a timely manner

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

While the training was somewhat beneficial, a lot of what was taught to us was what we managed to figure out in the weeks prior. It did provide some useful tips and reference material, but overall something more tailored to our requirements would've been better.

Incentivized

New releases can be very buggy, also lacking when it comes to standard time zones and formats that are outside the US. As a company we never feel comfortable implementing a new release for at least 3-6 months due to errors that are found

Incentivized

Crystal reports is very expensive and does not integrate well with java based servers. Jasper also provides community edition, if we every want to downgrade the use, we always have the option of eliminating the server and using the reports as they are. Jasper also give you the opportunity to build BI on case by base basis including Dashboards.

Incentivized

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

• Jaspersoft Community Edition has not had any significant impact on our ROI as we have purchased the commercial edition of the product.
• The only impact on ROI is that when we bring on new developers, he or she can begin work using the community edition while awaiting the installation of the commercial edition.

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