Installing and using the Pathfinder app (Professional Add-on and Enterprise) Follow

professional add-on and enterprise plan

The Pathfinder app can display the Help Center searches, and article and community post views, made by a customer in the 30 minutes before and 30 minutes after they create a ticket. This helps agents respond to customer tickets more efficiently, giving them better understanding of the customer's intent, and helping them avoid providing customers with repeat information that leads to longer resolution times, higher effort, and lower satisfaction ratings.

If you have the Web Widget installed in your website, the Pathfinder app can also display all events occurring via the widget, as well as the website pages visited by your customers.

This article contains the following sections:

Tip: James shares three key tips to help you get the most out of the Pathfinder app in this community tip.

Installing the Pathfinder app

The Pathfinder app is available through the Apps Marketplace.

To install the Pathfinder app

  1. Click the Admin icon () in the sidebar, then select Apps > Marketplace.
  2. Find the Pathfinder app, then click the icon.

  3. On the app details page, click the Install App button on the upper-right side of the page.
  4. Click Install.

Using the Pathfinder app

Once the Pathfinder app is installed, it appears in the Apps panel on your tickets.

To view information in the Pathfinder app

  1. Open the ticket's Apps panel.
  2. In the app box, you can view the following information, listed in chronological order:
    • The time the ticket was submitted.
    • Terms and keywords the user searched for in the Help Center, and the times those searches were made.
    • Help Center articles and community posts the customer viewed 30 minutes prior to, or following, filing the ticket, and the time those items were viewed. Click any article or community post link to open it.
    • Page visits on your website, and Web Widget events (for users with the Web Widget installed).

      the app displays up to five events prior to, and three events after, ticket submission.

  3. Use this information to determine how to further guide the customer.
Note: If two end-users are using the same browser session but submit a ticket using different email addresses, all events in Pathfinder will be attributed to the first ticket requester.

The Pathfinder app is updated when the customer views any items. There may be a delay of up to 10 seconds for these events to appear in Pathfinder.

To reload the Pathfinder app

  • Click the reload icon at the top of the apps panel.

    Any additional articles or posts the customer has viewed, or searches they have performed, appear in the app.

Including website events using the Web Widget

The Web Widget is a way to embed Zendesk Support features, including knowledge base, chat, or suggesting relevant articles in your website. It keeps track of customer events made via the Web Widget, as well as the web pages your customer views. Web Widget events are enabled in the Pathfinder app for all users who have both products installed.

However, even if you do not want to use the Web Widget, you can still include customer visits to pages on your website. You can do this by adding the Web Widget to your website, but hiding it from your customers. This allows you to track your customers' movements on your website without displaying the Web Widget to them.

For information on adding the Web Widget, and configuring it in this way, see the following sections in the article Using the Web Widget to embed customer service in your website:

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Comments

  • 0

    Thanks for this awesome new feature!

    Curiosity question - We have several users who email in support requests rather than using the "submit a request" form. If a user searches the Help Center or views an article, and then within 30 minutes sends in a support request via email, will the Pathfinder app be able to find that activity? Or is it dependent on users creating a ticket via the form?

  • 1

    Another question - Are there any plans to provide reporting against this app? It would be amazing if we could quickly pull the IDs for tickets where customers viewed Support Center content in the 30 minutes before / after logging a ticket so that we don't have to go hunting for this information.

    Another reporting option (if it's not already built in) would be for a tag to automatically be applied to any ticket where there is Pathfinder data. This would enable to a report to be built in GoodData to track these tickets and compare it to other data. We would just need to know the tag.

    Thanks!

    Edited by Diana Cerame
  • 0

    I like the tool. Thanks!

  • 0

    Hi Diana!

    Thanks for your feedback about this app. At this time the Pathfinder App does not include any metrics that are accessible for reporting. You might be better serviced at this moment by doing a combination of your suggestions, which are excellent ones by the way! 

    You might look into Google Analytics to track the paths of your customers when in an article, and use that metric to see when they then click to submit a ticket. On the Zendesk Help Desk side, you could still create custom tags for each article for your reporting and tracking purposes. Unfortunately, you won't be able to have those tags automatically assigned to tickets, but you could have your Agents add those tags manually.

    Something you could also experiment with is using a trigger that adds tags that are associated with particular ticket fields that are submitted via web form. This would give you a wider view of tickets being submitted, but if you set the form up with some conditional fields, you might be able to get the customer to narrow down where they're coming from within your Help Center.

    We've gotten some great feedback around Pathfinder reporting, so it's definitely on our radar!

  • 1

    I guess my feedback here is I shouldn't have to wait for the customer to submit a ticket to see what they viewed in the help center.  I should simply have the reporting to see that regardless.  I want to know what issues are being addressed via help center articles before a ticket even comes our way.  This makes me think the enhancement is not to pathfinder, which appears to be a specific use case based on a user submitted ticket, but rather to insights or the reporting dashboard/leaderboard for the knowledge base.

    It looks like an attempt was made to start gathering more metrics on Knowledge base activity, but I think this misses the mark in regards to overall visibility into help center activity reporting.

  • 1

    Would be a real nice feature to have. I see that it is a professional 'Add-on' and a Enterprise app.

    How can i use this tool on my professional account?

  • 0

    Hi Sander!

    You'll need to speak with your Account Manager to get add-ons activated on your account. If you're not sure who your Account Manager is, you can send a ticket in to Support and they'll be able to get you pointed in the right direction!

  • 1

    Diana and Jimmy, thanks for your feedback on reporting -- we hear you loud and clear. This feature enhancement is specifically targeted at improving the agent experience, but we do have separate plans to improve our overall Help Center reporting which will benefit from the KB metrics gathering that was built for this feature.

    I can't offer an ETA for when that reporting will be coming, but we do see this as a way to round out the offering that we're providing with the Pathfinder app.

  • 0

    I've been looking for something like this since we implemented Zopim help widget. We're on the Zendesk PLUS plan which doesn't seem to exist anymore. Personally, I think this should be standard functionality, but are we eligible to upgrade?

    Zopim chat gives you a really granular view of customer activity across your web properties. It would be nice to see a deeper level of integration between these two products and enable a chat history log against the user profile in Zendesk.

    Edited by Scott
  • 1

    Pinging this thread to see if there are any updates on getting some reporting around Pathfinder added to the agent interface, or to the Insights reporting integration? Thanks!

  • 0

    Scott -- we are planning to bring the chat and Pathfinder history logs together in the future. This requires some work for us to combine the end-user record of the two products together, which is currently in progress.

    Diana, one of our product teams is focusing on Help Center reporting and is interested in speaking with Pathfinder customers. If you're interested in doing a short phone interview with one of them we would love to hear the questions you're trying to answer with the reporting.

  • 0

    I'd like to echo Diana's comments here. It would be really helpful to have some reporting in the pathfinder interface.

    The idea of adding custom tags sounds interesting but the manual tagging of each ticket would be quite a painful process for us. Where possible we want to automate as much as we can and a lack of consistency in tagging articles could cause an issue to as we have quite heavily structured workflows.

    In addition, if a user has looked at 2 or more articles, the tagging process would become very difficult for us too.

    Would be great to see some reporting added to Pathfinder. At the moment, our solution is to implement Google Event Tracking. 

    Steven, Is there a timeline for the reporting feature to be added?

    Thanks!

    Edited by Omari Whyne
  • 0

    +1

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