Announcing the Zendesk Guide knowledge base reporting in Explore

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26 Comments

  • Slava Skorbezh

    Great news! Any plans to bring KB search analytics form Support reporting tab to Expllorer?

    1
  • Rachel M

    i missed participating in the EAP, so i am so very excited this is happening! will it be available for the legacy guide plan?

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  • Dawn Anderson

    Hi,

    This is great news, we have been using it in EAP and it's good to see it being evolved. If we were to use API for the helpcentre would this still populate the report?

     

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  • Rob Stack
    Zendesk Documentation Team

    Hi Vyacheslav Skorbezh, this is definitely something that's on the roadmap but we don't yet have a specific timeframe. Keep an eye on our announcements section where we will provide updates as soon as we have them.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Rachel M as the Guide Legacy plan includes new features, this should work just fine. Please let us know if there are any problems!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Dawn Anderson, I'm not completely sure I understood your question but as long as there are articles live in your knowledge base, Explore should pick these up. If there are any problems, we'd love to help!

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  • Bart

    Rob Stack

    Glad to see this come through. How do we gain access to this. I noticed that there is a gradual release to this - but what timeframe are we looking at?

    Thanks

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  • Rob Stack
    Zendesk Documentation Team

    Hi Bart, hope you are well!

    The timeframe we are looking at is January 18 - March 11. I'm afraid I can't speak to exactly when you'll get this, but hopefully it's soon :-) 

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  • 蘇 詩婷

    Hi,

    "Guide knowledge" is Not yet visible in our Explore dashboard.
    Is the Japanese version not yet supported?

    We use Explore Professional.

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  • Bart

    Rob Stack

    Thanks for the update. Are there plans to include the community section of the help center by votes / comments etc. 

    Will there be options to report on which end user / email left comments / voted up or down etc to report on with custom fields in tickets? 

    For example, end user X voted on Y, left commend on Z and is from Country B, or filtered by custom field G. 

    Thanks

     

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  • Rob Stack
    Zendesk Documentation Team

    Hi Bart

    There are definitely plans to include more information for Guide, including community content. I can't speak about specific features or timescales yet, but keep an eye on our announcements section and you'll be one of the first to know :-) 

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  • Rob Stack
    Zendesk Documentation Team

    Hi 蘇 詩婷, the rollout will be happening until March 11th (we're doing it gradually). If you don't get it by then, please let us know and we'll investigate further. Thanks!

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  • Lisa S

    Hi Rob,

    Is it possible here or elsewhere to see directly which article views/viewers continued on to create a ticket? And see that ticket?

    Thanks,

    Lisa

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  • Rob Stack
    Zendesk Documentation Team

    Hi Lisa S, I don't think that's currently possible. It's a great feature request though and we're always looking to improve our products, so please consider adding it to our feedback section where members of the engineering team and other customers will get more visibility into it.

    https://support.zendesk.com/hc/en-us/community/topics/360001200913

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  • Patrick Lyle

    Hi Rob Stack

    I'm only seeing Answer Bot in Explore (the only query I can build from); when will Guide: Knowledge Base be available? Was that the question you answered above with reference to Guide: Knowledge? I'm trying to understand the timeframe so I can move away from Google Analytics and fully adopt this new tool.

     

    to clarify further, with respect to this line:

    To give you access to the new knowledge base dashboard as early as possible, it’ll start out as a separate dashboard in Explore, called Zendesk Guide: Knowledge Base.

    I'm not seeing that, just Answer Bot. How can we request access to this sooner rather than later, or is that possible?

    Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Patrick Lyle

    While I can't give you an exact timeframe, the new Guide knowledge base is currently rolling out. We should be completely rolled out by around March 11th. If you need to request a faster timeframe, please feel free to open a support ticket, or contact your account manager. Thanks!

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  • Eric Miller

    I have the new Explore Knowledge Base dashboard and want to be able to view analytics for a particular article. How can I do that? I have over 1,000 articles and scrolling through the list is not a good option.

    Update: Found a workaround, you can select all and paste into a spreadsheet and then search. But not the ideal workflow. How about CSV export as well?

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  • Eric Miller

    When viewing topic section titles it would be nice to also see what category they are associated with in a separate column as we have sections with the same titles across multiple categories.

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  • Mauricio Giraudo

    Hello Rob and community!

    I just wanted to know what "Article votes" mean. In the metric it looks like an average (AVG) but an average of what? What do these votes represent compared to the views er article? I would like clarification.

    I would like to know the usefulness of the articles, so for that I need the up votes and the down votes, and the metric needed would be "up votes divided by total votes". Can we get there yet?

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  • Harriet Klymchuk

    +1 to Mauricio's comment; we use Up Votes / Down Votes as a % rating of that article for the period, so that'd be great to have as a metric or at least the parts to be able to build a custom one.  

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  • Rob Stack
    Zendesk Documentation Team

    Hi Mauricio Giraudo and Harriet Klymchuk

    This is how article votes are currently calculated:

    "The average number of votes for your articles.

    Votes currently reflect the sum of upvotes and downvotes. For example, if you had ten upvotes (which each add one vote to the total) and five downvotes (which each subtract one from the total), this metric would return "5"."

    If you'd like this to work differently, it's definitely worth adding this to our feedback page. Thanks!

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  • Mauricio Giraudo

    Thanks Rob Stack ! Very quick response.

    Yes, I assumed it was that, but that isn't very useful since we don't know how many of those were upvotes or downvotes.

    Maybe the metric returning 5 in your example means 5 upvotes which would be a very useful article, 100% of positive votes. In the case you showed, it was useful only to 67% of the voters (10 out of 15 since there are 5 downvotes). At the moment, we cannot know whether there were 15 total votes or 5 total votes so the metric does not provide any value on usefulness, its just a number.

    In my case, adding a column with the TOTAL votes (regardless of upvotes of downvotes) next to to the NET VOTES (which is appearing at the moment) would be perfect and doesn't seem very difficult since the numbers are already somewhere and were used to calculate the net votes. I just need the total to give the net votes a meaning. 

    Is there any other way to get there at the moment?

    Thanks again!

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  • Rob Stack
    Zendesk Documentation Team

    Thanks Mauricio Giraudo, I don't think you can get to the calculation you want at the moment, but it remains a very good suggestion for our feedback page. I certainly know there are more improvements planned for this dataset and your suggestion would be very helpful!

     

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  • Jaïs Pingouroux

    Hello,

    There's definitely been some improvement on the Guide analytics, and that's very welcome, thanks!

    Any plans to include filters on User segments? It is extremely important for us to be able to get statistics on these as we use User Segments to determine whether end-users are customers, partners or internal users.

     

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  • Kaela Glenn

    Rob Stack, it looks like it's also not possible to filter the article votes based on the vote date—is that right? I'm trying things out and the only thing that's coming up is view date, but that doesn't impact the article votes metric.

    Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Kaela Glenn, that's right, you can't currently filter by vote date. I'd definitely encourage you to add this as a request to our feedback page though - https://support.zendesk.com/hc/en-us/community/topics/360001200913

     

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