What is Zendesk Explore?

Zendesk Explore is a reporting and analytics tool integrated into the Zendesk platform. It offers comprehensive features for analyzing customer support data, including scheduling dashboards with end users, sharing dashboards outside of Zendesk, and implementing access roles like viewer, editor, and admin. Users can utilize Support Enterprise custom roles for assigning permissions and have granular control over datasets and dashboards.

The service includes an hourly data refresh rate, custom fields, multi-select and multi-line custom field capabilities, and over 500 customization options for reports. With more than 20 visualization types and an intelligent visualization selector, Explore aids in selecting optimal chart types. Advanced customization options for dashboards, real-time data presentation, and testing of email deliveries before scheduling are also featured. Zendesk Explore's inclusion in the Suite provides a unified reporting solution for users of Zendesk Support Professional and Enterprise.

Zendesk Explore was initially available only with Zendesk Support Professional and Enterprise plans. As of February 1, 2021, it is included in the Zendesk Suite, expanding its accessibility. However, it is important to note that Explore is not included in standalone Suite, Support, or Sell plans.

What is Zendesk Explore?

Zendesk Explore is a reporting and analytics tool included in Zendesk's Suite and available with Support and Sell plans. It offers a range of features for creating, customizing, and sharing reports and dashboards within the Zendesk environment. The tool facilitates data-driven decision-making by providing insights into customer interactions and support performance.

Features of Zendesk Explore

Explore includes scheduling and sharing capabilities, such as the delivery of dashboards to agents and end users, and sharing outside of Zendesk. It provides access roles, including viewer, editor, and admin, with granular permissions. Custom fields, multi-select and multi-line options, and over 500 customization choices for reports are available. Explore supports 20+ types of visualizations and an intelligent selector for optimal chart types. It offers an hourly data refresh rate, advanced dashboard customization, and a real-time dashboard feature. Users can test emails before scheduled delivery and check the current plan type in the billing section.

Explore Legacy

Explore Legacy is a free version of Explore for users migrated from Insights. It has identical features to Explore Professional, with added advanced scheduling and sharing options. However, it does not include features released after October 11, 2022.

Zendesk Explore vs CARTO Builder

Dashboard Builders

Zendesk Explore features a classic dashboard builder and a beta version, offering two distinct approaches to creating and managing dashboards. CARTO Builder, on the other hand, is a location intelligence tool that specializes in geographical data visualization and does not offer multiple versions of a dashboard builder.

Reporting and Analytics

Zendesk Explore is a reporting and analytics tool explicitly designed for customer service data from Zendesk products. It includes features such as scheduling, sharing dashboards, access roles, and various customization options. CARTO Builder focuses on spatial data analysis and visualization, providing tools tailored for mapping and geographic insights.

Integration and Availability

Zendesk Explore is integrated into the Zendesk Suite, including Support and Sell plans, and was previously available only with Zendesk Support Professional and Enterprise. CARTO Builder is a standalone tool primarily used for geographic data and may not be natively integrated with customer service platforms like Zendesk.

Legacy Features and Updates

Explore Legacy, the free version of Zendesk Explore for users migrated from Insights, contains all features of Explore Professional plus advanced scheduling and sharing capabilities. However, it lacks access to features released after October 11, 2022. CARTO Builder does not have a direct equivalent to Zendesk's legacy offering or associated update restrictions.

User Roles and Permissions

Zendesk Explore offers granular user permissions, including viewer, editor, and admin roles, as well as the ability to use Support Enterprise custom roles for assigning permissions. CARTO Builder's permissions system is geared towards spatial data projects and may differ in structure and granularity.

Customization and Visualization

The Zendesk Explore plan boasts over 500 customization options for reports and more than 20 visualization types, including an intelligent selector for optimal chart types. While CARTO Builder provides robust tools for creating interactive maps and spatial data visualizations, it does not focus on customer service analytics.

Frequently Asked Questions

What versions of the dashboard builder does Zendesk Explore offer?

Zendesk Explore offers a classic dashboard builder and a beta dashboard builder.

Is the classic dashboard builder the only version available in Zendesk Explore?

No, the classic dashboard builder is one of the two versions of the dashboard builder in Zendesk Explore.

Does Zendesk Explore have a newer version of the dashboard builder besides the classic one?

Yes, Zendesk Explore also has a beta dashboard builder in addition to the classic version.