ZenDesk Explore is a step backwards from the previous reporting function
The new implementation of Zendesk Explore has made it a nightmare for my team to create simple reports. Since the launch of this feature we have essentially stopped making reports because of the complete change in workflow and the overheard required to get back to the capability we had pre-feature.
While the previous version of reporting may have been less powerful, the current tool makes it extremely difficult to create simple reports such as one showing the amount of support hours provided to each customer over a certain period of time.
This feature feels like a step backward for teams to have information easily available at their fingertips.
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Hi Cam Ruffle-Deignan I am very sorry to hear this.
As you mentioned Explore is quite powerful and has a lot of configurations and settings to hand.
I would love to understand what in particular has been holding you up
- is it that data you need is unavailable
- unsure how to build a calculation in the new tool
- understanding how to use the new tools
The Explore team has been working hard on bringing improvements to the tool with new datasets added this year and more still to come. Next year we will also be releasing a new version of our Dashboard and Query tools, both of which will be going into early beta next year and we would love your feedback on how these new tools help or don't help address you and your teams needs.
Looking forward to hearing from you
Regards
John Costello
Explore Product
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