Querying Search Strings and other Search Data from the Knowledge Base

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Aaron Miller

Gepostet 16. Sept. 2021

Hello!

There is some basic string reporting within the Support workspace if you click on Reporting, but unfortunately the data there is pretty rigid in its use and how it is displayed.  Is there any plan to make this data queryable within Explore?

It would be immensely helpful to our Support and Education teams to identify knowledge gaps and help us construct our knowledge base articles in a way that is more consistently successful/leads to resolution of issues.

Thank you!

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      Orsolya Forster

      Zendesk Product Manager

      Hello everyone in this thread!

      I'm happy to share the news that we started rolling out the search dashboard and dataset in Explore, you can read the announcement here.
      Thanks a lot for your feedback and I genuinely hope you'll find the answers you're looking for in the new reporting. I'm marking this feature request "Completed".

      Cheers!

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      Shawna James

      Thank you for your feedback Zoha! Since this feature has been shipped I am going to go ahead and close this post for comment. We appreciate your feedback and would love to hear any further feedback on the Explore topic by posting in our community feedback forum for Explore. Here is our community product feedback template to get you started. Thank you again!

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      zoha Ali

      Absolutely, enhancing the reporting capabilities in Explore would be a game-changer! It could provide deeper insights for support and education, leading to more effective knowledge base articles. SRD Status Checks could also benefit from such improvements. Exciting possibilities ahead!

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      Offiziell

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      Orsolya Forster

      Hello everyone in this thread!

      I'm happy to share the news that we started rolling out the search dashboard and dataset in Explore, you can read the announcement here.
      Thanks a lot for your feedback and I genuinely hope you'll find the answers you're looking for in the new reporting. I'm marking this feature request "Completed".

      Cheers!

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      Aaron Miller

      I second that!  Fantastic, thank you!  

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      Stephen

      Hi Orsolya Forster,

      This is awesome news! Really looking forward to having this dataset available in Explore!

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      Orsolya Forster

      Hi Aaron,

      Thank you for your feedback. I'm happy to share that the Search Analytics dashboard will soon be available in Explore. We're planning to release the new dataset in October and next to that, we're working on the Community Engagement dashboard which will be available early next year.
      Our top priority is to have all Guide reporting available in a single platform.
      Kind regards!

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      Aaron Miller

      Hello Dave,

      Absolutely!  And Content Cues sounds like it would be a great feature, but we cannot use it, unfortunately.

      Below is the support workspace page that I am referring to.  It allows us to look at commonly searched parameters, and see some basic metrics, but there's very little flexibility in how we can manipulate the results.  This is the kind of data we would like to be able to work with in the Explore workspace.  

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      Dave Dyson

      Hi Aaron!

      Could you provide some additional detail or an example to your feedback here?

      Also, it might be worth checking out our Content Cues feature, available in Guide Enterprise, which uses machine learning technology and Guide article usage data to help you discover opportunities and tasks that will improve your knowledge base health.

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