Middesk is a business intelligence (BI) software used to onboarded clients working in three primary verticals — Fintech, Credit Reporting, and Business Marketplaces.
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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
Middesk
Zendesk Explore
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Middesk
Zendesk Explore
Free Trial
No
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Users may also pay per use if they are expecting a lower volume of usage.
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More Pricing Information
Community Pulse
Middesk
Zendesk Explore
Features
Middesk
Zendesk Explore
BI Standard Reporting
Comparison of BI Standard Reporting features of Product A and Product B
Middesk
7.7
Ratings
6% below category average
Zendesk Explore
9.0
Ratings
10% above category average
Pixel Perfect reports
8.00 Ratings
7.10 Ratings
Customizable dashboards
7.00 Ratings
10.00 Ratings
Report Formatting Templates
8.00 Ratings
9.90 Ratings
Ad-hoc Reporting
Comparison of Ad-hoc Reporting features of Product A and Product B
Middesk
8.0
Ratings
1% below category average
Zendesk Explore
8.3
Ratings
3% above category average
Drill-down analysis
8.00 Ratings
9.50 Ratings
Formatting capabilities
8.00 Ratings
9.00 Ratings
Integration with R or other statistical packages
8.00 Ratings
4.80 Ratings
Report sharing and collaboration
8.00 Ratings
10.00 Ratings
Report Output and Scheduling
Comparison of Report Output and Scheduling features of Product A and Product B
Middesk
6.4
Ratings
26% below category average
Zendesk Explore
8.4
Ratings
1% above category average
Publish to Web
7.00 Ratings
6.90 Ratings
Publish to PDF
5.00 Ratings
9.00 Ratings
Report Versioning
5.00 Ratings
9.00 Ratings
Report Delivery Scheduling
8.00 Ratings
8.90 Ratings
Delivery to Remote Servers
7.00 Ratings
8.00 Ratings
Data Discovery and Visualization
Comparison of Data Discovery and Visualization features of Product A and Product B
Middesk is an excellent and vital tool for any business needing to set up operations in a new state. The process the seamless and easy. For businesses looking to transfer administration of existing state accounts, the process is a little more clunky. Either way, Middesk saves a ton of time and brainpower needed to maintain registrations with state agencies.
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.
UI is not as intuitive as other systems we use. For states that require income tax withholding, some of them require registration with multiple agencies - the UI doesn't easily tell you which login credentials are tied to which agency.
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.
The user experience of this tool must be rearchitected. I am able to observe a lot of lag in the process when initiated. There are sometimes when the tool's navigation becomes difficult. The time taken at times is large to process a request and this can also be highly improved in the future.
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.
It provides higher quality. Although the price is very costly compared to its competitors, the result after usage is exceptional. Although this product has less marketing, it is able to be reached a large number of people. The navigation is slightly better than the other competitor tools. User experience is another important reason it attracts people.
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.
