Metabase aims to bring data tools with the simplicity of consumer products to the crufty world of enterprise business intelligence. Their open source analytics and business intelligence applications connect to most commonly used databases to let anyone in a company ask questions, and create dashboards or nightly emails without knowing SQL. Metabase Enterprise enables the user to embed branded analytics into customer applications.
$85
per month (includes 5 users, then $5 per user, per month)
Zendesk Explore
Score 8.7 out of 10
N/A
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.
N/A
Pricing
Metabase
Zendesk Explore
Editions & Modules
Starter
$85
per month (includes 5 users, then $5 per user, per month)
Starter
$85
per month up to 5 users
Pro
$500
per month up to 10 users
Growth
$749
per month (includes 10 users, then $15 per user, per month)
Enterprise
15,000
per year
Open Source
Free
No answers on this topic
Offerings
Pricing Offerings
Metabase
Zendesk Explore
Free Trial
Yes
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Metabase
Zendesk Explore
Features
Metabase
Zendesk Explore
BI Standard Reporting
Comparison of BI Standard Reporting features of Product A and Product B
Metabase
7.5
Ratings
8% below category average
Zendesk Explore
9.0
Ratings
10% above category average
Pixel Perfect reports
8.00 Ratings
7.10 Ratings
Customizable dashboards
8.00 Ratings
10.00 Ratings
Report Formatting Templates
6.40 Ratings
9.90 Ratings
Ad-hoc Reporting
Comparison of Ad-hoc Reporting features of Product A and Product B
Metabase
8.3
Ratings
3% above category average
Zendesk Explore
8.3
Ratings
3% above category average
Drill-down analysis
8.50 Ratings
9.50 Ratings
Formatting capabilities
7.40 Ratings
9.00 Ratings
Integration with R or other statistical packages
7.80 Ratings
4.80 Ratings
Report sharing and collaboration
9.50 Ratings
10.00 Ratings
Report Output and Scheduling
Comparison of Report Output and Scheduling features of Product A and Product B
Metabase
8.7
Ratings
5% 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
8.00 Ratings
9.00 Ratings
Report Delivery Scheduling
9.00 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
Getting data using query with multiple joins is very fast with Metabase, and role-based access to the reports can be provided to users. The only place it lags right now is the filter for page and page size. This comes with great support for container-based deployment and on-system deployment, too. I did both container and system direct installation, and direct deployment became a bit challenging. On the other hand, it really provides very good support for data representation.
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.
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.
The tool serves as the purpose of what we were looking for. I am giving us eight because it is cumbersome and needs separate deployment on production; otherwise, it creates memory issues for small servers. Apart from this, this is an excellent tool, providing data features some analysts want. Its backend is heavy, but it works pretty smoothly on front-end users.
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.
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.
