Not the best Zendesk tool for sure

9 Comentarios

  • Rob Stack
    Zendesk Documentation Team

    Hi Pedro Reis, thanks for taking the time to provide feedback. We'd love to hear more about any specific frustrations you have with the product. We're constantly working to make Explore better and better and customer feedback helps us to prioritize what to do next.
    We'd love to hear from you in the comments here, or I'm happy to open a ticket on your behalf. Thanks!

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  • Jahn Jerenz Bronilla

    Hi Rob Stack - if you can also look on the limitations of Rows Explore can produce. Currently it's set to 50,000 rows only and apparently you can't also export this on one go rather you need to splice it into 3 export which is pretty annoying.

    Zendesk team always giving us an answer that Explore is not a reporting tool.

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  • Pedro Reis

    Rob Stack It's just too hard to get anything from it when you want to customize your own metrics, time consuming and sometimes you don't get the results you want. It's not a user-friendly tool, I just gave up of using it, it's easier to extract data to excel and work from excel. Additionally, you won't get help from support for custom reports and metrics. 

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  • Rob Stack
    Zendesk Documentation Team

    Thanks for the clarification Pedro Reis and Jahn Jerenz Bronilla What I can tell you is that the Explore team are working hard to address any issues with the product while expanding its features. Feedback like yours is invaluable to help us do that. Explore is now the core reporting tool for Zendesk product and feedback like yours is how we make the product better. Please keep it coming in!

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  • Jahn Jerenz Bronilla

    Can we expect this within the year or couple of months? Best if you can give us timeline to this Rob.

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  • Eugene Orman
    Zendesk Product Manager

    Thank you very much for the feedback.

    Jahn Jerenz Bronilla, you can join the Large queries EAP that will allow you to export up to 500K rows in the CSV format. 

    Pedro Reis, based on what you said you are not happy with the query customization. Which parts of the report building process bother you the most? Please share more details, they will help us to set the right priorities in making Explose better.

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  • Jahn Jerenz Bronilla

    Hi Eugene Orman - thanks for sharing this but I think the information is not complete specially the costing.

    Is there any cost involve on this one in the event I join the Large queries EAP? Thanks!

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  • Pedro Reis

    Eugene Orman

    It's too granular and too difficult for the average Zendesk user to build a report. I used Insights and it was much easier to use, and to be honest I miss it.

    Sometimes too much is not the best way. I tried several times to build my custom reports, but I ended up spending a lot of time not getting the results that I wanted. Time is precious. Zendesk explore seem to be oriented more towards programmers than average users. 

    Keep the interface simple guys, and add an extra layer via SQL language, so everyone can be happy. I seriously doubt that you have a lot of people using it.

    I also found a lot of bugs using it, like reports that do not refresh on the Dashboard, intermediary values showing up on the X axis, etc,,

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  • Eugene Orman
    Zendesk Product Manager

    Jahn Jerenz Bronilla, it is just a new Explore feature so there is no cost involved if you already have Explore enabled in your account. 

    Pedro Reis, thank you for the details. We are working on updating the Dashboard and Query builder UI. However, these are big projects and will take some time to be completed.

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