Zendesk Guide not registering linked article data from Zendesk Chat tickets
Feature Request Summary:
The ability for linked articles through Zendesk chat to register in Guide reporting. Currently, only articles linked within email/phone tickets register.
Description/Use Cases:
All linked articles in Zendesk Chat that provide self-service to customers do not register when using Guide reporting.
Business impact of limitation or missing feature:
This data is a critical KPI for our teams and has a major impact on multiple teams. Our teams were not aware that this data point was never recorded or a general feature of Zendesk Chat. We have multiple team KPIs surrounding this data point with linked articles, so not having this surfacing in reporting is presenting incorrect monthly stats, affecting job performance reviews and how team members are performing. We are also then providing incorrect stats for monthly reporting on the Agent Engagement of the help centre to the business.
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This is also critical KPI data for our knowledge management program and a huge hindrance to being able to support the program through Zendesk. Any idea when an "articles linked in chat" metric will be available? We are on Agent Workspace.
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Hi!
Thank you for feedback. We are aware of the problem and understand the importance of fixing it. Currently, we are researching the possible solutions. Unfortunately, I cannot provide a timeline when it will be fixed.
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