Having fun with visuals in Zendesk Explore!
Rating: 10 out of 10
IncentivizedUse Cases and Deployment Scope
I have been using Zendesk Explore, personally, since I started using it in Beta. Since the tool has gone live, we are using it across the team and the customer success organization. We are able to take our reporting, and elevate the impact with visuals that provide insights in an effective way, without losing the ability to go deeper into the data with a click or two, to be able to identify the sources of what the data is showing.
Pros
- Visualization of the data is a key point with Zendesk Explore, making it easy to share insights across the company, even working with teams that aren't using Zendesk themselves.
- Reporting to support/chat/talk all in one report, rather than needing to marry several reports, is a real time saver.
Cons
- The biggest challenge for me is generally having a better understanding of what is included in each data set. There have been some frustrating moments when I realized the reason I wasn't getting what I needed out of a query was that there was a better data set to use.
Likelihood to Recommend
Zendesk Explore is very well suited for real-time reporting, visualization, and ease of use! It would be great if there was a way to magically port all of the reports that I had in GoodData over, rather than building queries anew, but I think that's just an operational reality with any tool. After getting used to a new way of doing things (change is always hard!) my team and I are really happy with Zendesk Explore!
JM
Justine Matison
Director, Customer Service and Support in Customer Service at Lever (Internet, 201-500 employees)
Vetted Review
1 year of experience