We manage a lot of Zendesk sites. A crucial part of the workflow for managing articles and developing Guide for self-service is to understand what users search for via Guide itself or even more via the Web Widget.
We still use this hard-coded feature on many of our Zendesk accounts for seeing what people have search and clicked etc:
Now we also have totally new Zendesk accounts where for a good reason all of these old hard-coded reports as well as Insights/Gooddata is not shown anymore and everything is moved to Explore which is totally how it should be.
So we went and tried to find how we're able to see what our users search for by creating a Guide report for it only to find out this is currently not possible and all Guide related reporting features actually just revolve around Knowledge capture app and answer bot.
This feature is absolutely crucial in the quest for making and especially managing our Guide's so we know what articles are needed and can add these searches as labels for the correct articles. And we can see the tech in reality still is there for the hard-coded view because we have on some of our accounts while on others not.
We know there are ways to use Google Analytics etc to see something but what we need is an easy way to see "this is the search" and copy paste it to the correct articles and it has to be inside Zendesk because this is something we need to monitor on an on-going basis. Just like this was and still is at our accounts. Google Analytics is not providing us this.
We believe it's going to take awhile to add this to Explore taken how it's done now so please:
1. Enable the existing hard-coded search somewhere inside Zendesk. It could be inside Guide settings if the Reporting button inside Zendesk is going away etc but please enable this crucial feature somewhere on the Support or Guide product.
EDIT: This is enabled but it needs the Guide to be activated and takes some time to show in Reporting!
2. Add the ability (metrics&attributes) to create a custom report for all the searches self-service users do to Explore.
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.