Analyzing knowledge base activity (Guide Professional and Enterprise)

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  • Carl Shepherd
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    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! 

  • Carl Shepherd
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    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

  • Brett - Community Manager
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    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.


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

  • Nicole - Community Manager
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    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.

  • Ruthy Licht
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    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.


    - 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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