Best practices: Measuring and optimizing your self-service channels Follow

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6 comments

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    Federico Olmus

    Hey guys!

    I'd like to know how to create a dashboard to compare page views to tickets created, as you guys suggest.

    Thanks in advance,

     

    Federico.

  • Avatar
    Keith @ Zendesk

    Hey Federico,

    If what you mean by page views is maybe Google Analytics and tracking those pages views within your Zendesk reporting, that isn't a feature that is currently available within Zendesk.  You'd want to contact GoodData directly to see if they would be able to assist you with creating something.

    Let us know if you have any other questions or requests.

    It is a pretty fantastic idea though.  Feel free to add this in our Feedback Forum:

    https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback

  • Avatar
    Emily Knox (Edited )

    Hi,

    "Zendesk offers a few tools for doing this, including advanced stemming and implicit phrase queries. You can read more about how to use those features here ."

    ^ this link doesn't work. Is this no longer a feature?

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    Nicole - Community Manager

    Hey Emily - 

    Thanks for pointing out the broken link! I've asked the documentation team to check and update it. 

    In the meantime, I'm trying to find an answer to your question. I believe those features are still available, but it doesn't seem like we have any additional documentation on it. I'll keep looking though, so hang tight and we'll get back to you as soon as we can. 

  • Avatar
    Nicole - Community Manager

    Hey Emily - The article has now been updated and the link should be working. Let us know if you have any additional questions!

     

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    Shannon Lewis

    Hi Nicole,

    The ratio of 6:1 seems really low.  When you say page views, you mean for all self-serve channels in our case it our help center and our community.  If that's true we are at a ratio of 37:1 for the last 30 days.  This would mean that our self-serve is working great!  I'm not sure that's the case.  Can you elaborate on the data behind the 6:1 ratio?

    Also, for the "view's" number for Knowledge base is Zendesk only reporting on external help center articles or does that include internal Help center articles as well.  

    thanks

    Shannon

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