Analyzing Help Center knowledge base and community activity (Guide Professional and Enterprise)

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87 Comments

  • Christian Colding
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    Hi Mike,

    It would be great if you could create it as a new post in our Product feedback topic. This is where we review features and engage in discussion around the features. Unfortunately it's not possible for me to create it in your name, so I hope you'll create it so others can vote and comment on it.

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  • Sgoshman
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    Is there a way to see articles that haven't had any views in a certain period of time?

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  • Christian Colding
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    Hi Sgoshman,

    You can find the number of views under Support > Reporting > Knowledge Base > Views. Underneath the graph at the top you can find the full list sorted by number of views. If you want to find the articles that has had no views, you can go to the last page by clicking the double arrows:

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  • Steve Morrell
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    I was going to post on this thread about what metrics could be available, but I created a new post instead:

    https://support.zendesk.com/hc/en-us/community/posts/115000720567-Suggestions-for-ticket-deflection-metrics

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  • Natalie Miles
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    Is there a way to export knowledge base stats into a CSV or XLS format?

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  • Kevin O'Keefe
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    Please provide a way to export this data or add it to Insights.

    You are already collecting the data and reporting it, why not give it to us in Insights???

    9
  • Vishal Bhilare
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    I need the views that happened without Signing-in. How can I get them?

     

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  • Nicole - Community Manager
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    Hi Vishal - 

    Welcome to the Zendesk Community! Here are a couple of options for you: 

    Probably the best for what you're trying to do is to set up a recurring scheduled dashboard, and have it email you. Here's info on sharing reports in Insights

    You could also set up Google Analytics and check your pageviews that way.

    I hope that helps! Let us know if you have any additional questions. 

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  • Jeff Callahan
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    Do the number of Views account for both End-User and Agent Views?   

    Per the Jessie's comment from 2-years ago
    "....we're working on getting reporting information into Insights for Help Center"

    Clearly this has not happened as Insights still only has Support/Ticket data.

    We recently received access to Explore, but I do not see a Data Source for Guide

    I am a big fan of ZD for Ticketing.  However the Knowledge Base functionality is Severely lacking and disappointing

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  • Joshua Bentley
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    I agree with Jeff on the need for GoodData to provide reporting for Help Center metrics.

    Specifically, I want to be able to see page views for articles that are NOT internal articles. My team uses our Help Center as a repository of all knowledge both for customers and for ourselves. And if Views includes ALL articles in its calculations, the number displayed is inaccurate for us to report on customer engagement.

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  • Stephen
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    I wholeheartedly agree with Jeff and Joshua. We're limited in our ability to track the efficacy of articles, due to the poor data. We resort to Google Analytics for this. 

    The "helpfulness" binary vote option would also be exponentially more valuable if users could indicate why an article is not helpful, as Slack has done with their Help Center.

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  • Nicole - Community Manager
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    Hey guys - 

    We appreciate your feedback. Google Analytics is the best way to track page view data - that's what we do internally at Zendesk as well, for both our KNowledgebase and Community.

    There continue to be rumblings from Product about connecting GA data with our reporting tools, but I don't have anything definite about that at this time. There are also some new reporting tools in the works so things are on a path to improvement, I just can't say exactly what or how soon. 

    In the meantime, the good news is that Google Analytics is a very powerful and useful tool. For more information about GA and Guide, read up on Enabling Google Analytics for your Help Center and the Google Analytics and Help Center series of articles. 

     

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  • Nicole Cheek
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    Hello,
    We have several brands on our Knowledge base and support several languages. Is there anyway to see knowledge base statistics for each specific language? As most of our customers are English speaking, we're having a difficult time refining articles for the other languages in the broad overviews/analytics that ZD offers currently. Anything possible to build into GoodData?

    Thank you!

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  • Jessie Schutz
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    Hi AJ!

    Most of the data that's available in Insights for Help Center is centered around Answer Bot at the moment...what kind of information are you looking to pull? Depending on what you're looking for Google Analytics might be a good option.

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  • Mateus Lima
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    We want to be able to track articles for Customer Experience matters and also Onboarding.

     

    There is no way to create a table with:

    - % score by article

     

    ?

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  • Jessie Schutz
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    Hi Mateus!

    I'm afraid that there isn't any data in Insights that will allow you to do this. I'd definitely recommend looking at the capabilities in Google Analytics, though. Depending on what you're trying to do, you may be able to do it there.

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  • Erin Slovitt
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    Hi, 

    Is there an app that will show me what articles my agents are viewing in Guide? I am basically looking for something similar to the Pathfinder app but for agents, not end-users. 

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  • Nicole - Community Manager
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    Hey Erin - 

    I don't know of any such app that currently exists. Can you tell us more about why you want to see that information? 

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  • Erin Slovitt
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    Hi Nicole, 

    We currently use Guide an an agent-only help centre. In the same way that some users want to track which articles end-users are reading, I want to see the same for agents for coaching and training purposes. 

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  • Nicole - Community Manager
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    Thanks, Erin. I'll keep an ear to the ground and let you know if I hear of anything that might help you out with this. 

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  • Mario Guisado
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    Wondering how progress is going on this front. 

    Looking to get more metrics for article usage, like has been asked previously, reporting on individual article activity (views are there, but can't be exported), would be nice to see data for article following, linking and sharing.

    Also, not sure if its possible but we have a segmented KB, some articles are available internally, some externally (depending on focus and use case) would be great to get metrics on the different KB sections separately.

    Thanks for the great work so far.

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  • Jessie Schutz
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    Hi Mario! Welcome to the Community!

    The data you're looking for isn't available in the native reporting tool (which is what is addressed in this article), or in Insights reporting. You should be able to pull at least some of it, though, with Google Analytics!

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  • Heather Cook
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    Hi Team,

    How is article views calculated?

    Thank you

    Heather

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  • Jessie Schutz
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    Hi Heather!

    I'm going to look into this for you; I'm not totally sure what the exact criteria is for this metric. Stand by!

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  • Keith @ Zendesk
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    Hey Heather,

    Things like this are handled by Google Analytics.  You can find out how to use it and how it works starting with this article here:

    Google Analytics and Help Center - Part 1: Asking the right questions

    Hope that helps!

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  • Heather Cook
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    Hi Keith,

    I understand Google Analytics can be used to get this information and more. But you provide article views in your reporting suite and i'd like to understand how views is calculated.

     

    Thank you

    Heather

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  • Keith @ Zendesk
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    Hey Heather,

    Those are calculated by every single hit the Article gets, including bots, web crawlers, and return visitors.  It's not the most accurate, but it shows you how many times the article is accessed.

    Here's our document on the difference between our tracking and Googles:

    https://support.zendesk.com/hc/en-us/articles/230199727--Why-am-I-seeing-differences-in-Google-Analytics-versus-Help-Center-reporting-overview-

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  • Heather Cook
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    Hey Keith,

    This is really helpful!

    Just for my sanity, this means if I clicked on article A, then article B and back to article A. That would be 2 views for article A and one view for Article B? Correct?

    Thank you

    Heather

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  • Darren Taylor
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    Looking foward to being able to add the knowledge base to Insights, Really need this to make the reports complete!

    I have a question. If we view an article whilst logged in, does this count towards article views? For example if I add or edit an article and then preview it. If so, is there anyway to prevent this? Like blacklist IP or something

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  • Nicole - Community Manager
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    Hi Darren - 

    That is a good question. Currently, there is no way to filter out internal activity in Insights. We use Google Analytics to do this, as you can filter out an IP and get more accurate page views there, so that would be my suggestion. 

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