Analyzing knowledge base activity (Guide Professional and Enterprise)

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101 Comments

  • Carl Shepherd

    Hey, Brett, I had considered Google Analytics which we do have enabled and that works well! you can export up to 5000 records and it seems like the date range is unlimited. So thanks for the encouragement. (see image below) 

    My next challenge is to map this data to the structure. Now, of course, GA does not know the structure of the KnowlageBase but I am hoping I can download the structure from Zendesk Guide somehow. 3 Columns Category, Section, Page Title (article title). Then I can map the structure onto the GA data by joining the Page Title columns. Do you have any tips on how I can get the structure out of Zendesk Guide? 

    This is what GA looks like it's super powerful! 

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  • Carl Shepherd

    Hey Brett, 

    Re: Our Customer Advocacy did some testing and after selecting the different date ranges, it looks like there was a minor delay (~1 second) but the top articles did update. Are you able to replicate this issue from a private browser window?

    Yes Brett, I usually do not do it from a private window but I used Incognito on Chrome and it's the same result. I have been seeing this for 1.5 years n Chrome, Brave and Safari so it's hard to believe they cannot reproduce this issue. 

    1. Load report (default 30 days is shown)

    2. Switch to 7 Days

    3. Define Custom of 90 days

    4. Switch back to 7 days

    Hits per article is stuck on 90 days report counts

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  • Brett Bowser
    Zendesk Community Team

    Thanks for the update Carl! I'm going to bring this into a ticket so our Customer Advocacy can look into this and see if they can replicate.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Mirjam Happel

    When will we have the data displayed here available in Explore?

    5
  • Nicole S.
    Zendesk Community Team

    Hi Mirjam -

    While it is planned to be included, we do not currently have an ETA on when Guide and Gather data will be available in Explore.

    -1
  • Ruthy Licht

    Carl Shepherd

    We solved this by creatibg "groups" in GA - for each major topic

    Then you can see the path and all goodies based on the Zendesk.

    Cons:

    - There are only 5 groups in the free GA (paid accounts have a lot more - maybe unlimited)
    - You have to build it manually per page
    - It doesn't go backwards, only from the day you set and on

     

    Still works well for what I needed so thought I could share :)

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  • Vern Toews

    So, I can see the reporting of Knowledge Base online, but what if I want to print the report, or export the data? How can I do this?

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  • Lucas VanGombos

    Hey ZD folks,

    I like how some of the reporting in Insight allows you to easily click through to a ticket.  For example, the Satisfaction tab lists the Ticket ID which is a hyperlink to quickly access that ticket.

    From what I have seen, in Explore, while you can display the Ticket ID in your report, you can't click on it, so I have to go over to Support and type in the ticket number.  This adds a ton of friction in trying to monitor, for example, Bad CSAT tickets.

    Is there a way to more easily click through to a ticket in Explore, or is this in the works, preferably prior to sunsetting Insight/Reporting?

    Thanks!
    Lucas

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  • Chandra Robrock
    Community Moderator

    Hi Lucas VanGombos! You can absolutely create a clickable URL by creating a calculated attribute in Explore, and then making a few adjustments to how the text is interpreted on the chart. You can see the full instructions for creating clickable URLs here: https://support.zendesk.com/hc/en-us/articles/360022372293-Explore-recipe-Configuring-clickable-links-to-tickets

    Hope that helps!

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  • James Rumohr

    How do I get this same view in Explore? Or can we revert back to this from Explore?  The old interface was more useful than Explore....

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  • Chandra R

    Hi James Rumohr - I know that Zendesk's team is actively working on getting more Guide data into Explore. If you're particularly interested in analyzing article views and votes, I'd recommend signing up for their Guide Knowledge Base EAP here.

    In the meantime, you should still be able to access the dashboard displayed within this help article by clicking on the Reporting button (left sidebar menu) and then the Knowledge Base tab.  

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