Noetix vs. Zendesk Explore

If you desire to 'empower' employees to create or edit their own reports, Noetix is a great tool, though I am not particularly an 'empowerment' person. In my experience most people have enough work of their own, so to tell them they now have to create their own reports can cause problems. If someone is available, like I am, to create the reports based on user requirements, then the report can be shared with the user and they can make changes as needed. I have several users who use the same report over and over for slightly different applications, and they are happy to make the small alterations, but creating whole new reports can seem like a daunting task. I tell my users I don't want them to become frustrated. If they want to try on their own, fine, but don't waste more than half an hour, and if you start to get frustrated, stop and IM me. Ninety-nine times out of 100 I already have a report that will give them exactly what they need. I've done extensive training, and find it's quite easy for users to pick up

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

• Noetix makes reporting easy. Users can combine vtables (the Noetix term for its views), add or delete columns, add filters or parameters, sort, add totals to columns, all from an easy to use interface. It comes with a very large number of already written reports for all areas of Oracle reporting, but it also allows for custom vtables to be written, for Oracle or any database, to expand the number of available reports.
• Noetix has an Excel add-in that is marvelous. It eliminates the need to run a report in the web application and export to Excel. The add-in can run very large reports, up to a million lines. Once a report is run in Excel, it can be saved, and then refreshed whenever needed. It's a really good tool.
• Noetix is flexible. Joins can be added to existing Noetix vtables and also to custom vtables, to give users a large amount of data configurations to choose from. It also allows users to create calculated fields to any report.
• Noetix is easy to administer. Users can be added or removed and grouped by the level of permission. Although, in our case, it validates against Oracle, the level of security is dictated by Noetix.

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

• I like the fact that the output is standard, but I would like to be able to move columns around on the output screen, rather than having to go back to the editing screen, move the columns, then rerun the report.
• Drag and drop of columns would be nice on the edit screen. Currently if you add a column to a report, it automatically goes to the bottom. Relocation of the column has to be done a line at a time. I would prefer to be able to grab the field I want from those available, and drop it into the report where I want it.
• When adding a filter (or parameter), the available fields automatically come up in alphabetical order, but on the columns screen, they don't. They come up in the order they actually are in the query. That means, when creating custom vtables, to have the fields in alphabetical order, one must put them that way. It would be nice if Noetix put the fields in alphabetical order for the user.

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

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

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

I believe Noetix is much easier to use than either Crystal Reports or InfoMaker. When I worked with InfoMaker I used to say it took 5 minutes to get the data and 5 hours (and sometimes days) to make it look good. The same can be true for Crystal Reports. Noetix has a standard format, and most people export to Excel anyway. Who prints reports? So formatting is not all that important.

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

• 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