Help Center reporting Follow

Comments

11 comments

  • Avatar
    Pelle Nyrén

    I wish that the help center reporting tab that shows the most read articles didn't include views from logged in editors of the articles. Whenever I've written an article that needs lots of editing it rushes to the top of the "by views" listing, even before the article is made public. This makes the data less useful for our small company that doesn't get all that many page views in the help center per day.

  • Avatar
    Jacob Hougaard Christensen

    I experience the same thing as Pelle... It completely corrupts the data provided if it accounts for the editor's visits. 

    Is there any way this can be avoided? 

  • Avatar
    Jessie - Community Manager

    Hey guys!

    I'm by no means a Google Analytics expert, but I know we have our Google Analytics set up to filter out internal traffic. I did some poking around and it looks like we do this by IP address. How are you guys trying to filter internal traffic?

  • Avatar
    Jeff Callahan

    Will this be available in the new Explore reporting?

    From Support I can open a User and view their Comments, Posts and Subscriptions.  I cannot understand why this information is not available in a reporting suite.  

  • Avatar
    Jessie - Community Manager

    Hey Jeff!

    This is a good question, but I don't know the answer. I'm going to check with some folks and see what I can find out!

  • Avatar
    Mike Domin

    Hi Jessie!  Did you get an answer to Jeff's question above? As we can see who voted 'no' for 'was this article helpful?' in support, it would be great if we could compile this information somewhere. Thanks!

     

  • Avatar
    Nicole - Community Manager

    Hey Mike - 

    Users do not have to be logged in to the Help Center in order to click the "was this article helpful" button, so there's no way to track who those users are. 

  • Avatar
    Mike Domin

    Nicole,

    You do capture this information for signed in users and we have SSO implemented so all of our users are signed in. It would be nice if I could easily locate the users who down voted a help article to ask them for feedback. Please let me know if this is possible. Thanks!

     

     

  • Avatar
    Nicole - Community Manager

    Hey Mike - 

    Sorry it took me a while to figure this one out for you. But I have good news - there are API endpoints for votes, and you should be able to pull the data by user. These endpoints exist for both the "was this article helpful" votes as well as the votes on community posts. 

    First, what you'll want to do is get a browser extension for JSON viewing - there are several good ones out there. If you use Chrome, folks around here like this one

    Then, in your browser URL bar type in: https://SUBDOMAIN.zendesk.com/api/v2/help_center/EN-US/articles/ARTICLE_ID/votes.json?include=users` replacing subdomain, en-us (if needed), and article_id 

    For further reference, here is the list of API Endpoints

    Let me know if this works for you or if you have additional questions. 

  • Avatar
    Chris

    Is there any way to even see an expanded view of the Overview Help Center reports? I'd like to see more than just the top 5 searches. Especially, searches without answers or that create tickets would help me know what to add to the Help Center. Is there anything in the works to make this report a bit more robust? Thanks!

  • Avatar
    Jessie - Community Manager

    Hey Chris!

    I'm afraid it's not possible to expand the Overview data for Help Center. You should be able to get that information using Google Analytics, though!

Please sign in to leave a comment.

Powered by Zendesk