Help Center reporting

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15 Comments

  • 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.

    6
  • 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? 

    2
  • Jessie Schutz

    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?

    0
  • 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.  

    3
  • Jessie Schutz

    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!

    1
  • 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!

     

    0
  • 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. 

    0
  • 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!

     

     

    0
  • 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. 

    0
  • 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!

    0
  • Jessie Schutz

    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!

    0
  • Darren Taylor

    I have setup a schedule in Insights to send out the dashboard we have created to our managers and directors on a weekly basis. This is in a PDF format. It would be great if we could include the Knowledge base statistics on this too. Currently I have to send these separately and manually.

    We already have stats on the Overview page. Why can't these be added to Insights? Is there anything on the road-map to have this implemented as part of Insights?

    0
  • Justin Smith

    Thanks for the post and feedback Darren!

    At this time the data that is pushed into the Insights reporting platform uses certain API endpoints that are tied to the ticket data specifically.  There are certain Help Center search endpoints that we've built into the custom dashboards you referenced in your screenshots, but that isn't pulled over into Insights where you can get an export of the material.  

    In the future we hope to have any sort of data exportable, but unfortunately we don't have timelines on when exactly that will happen.  If you're looking for more statistics accessible for your Help Center reporting, I would recommend checking our the Google Analytics plugin we have available to use with the Guide page.

    0
  • Cyrup

    Can we have an update on the plans to include more reporting on Guide in Insights? I can appreciate that implementing massive features like this takes time, but so much of Zendesk is pushing for knowledge centred support. 

    As a team who is dependent on Guide, it's frustrating not being able to report on our teams performance. I wish I could see how the massive changes we've made to our help center have helped - or hindered - our users.

    0
  • Nicole - Community Manager

    Hi Cyrup -

    There aren't any updates we can share at this point in time. Typically, updates are shared via the Announcements section and on related posts in the product feedback topics in the community. Here are some about reporting on Guide that you may want to follow for future updates:

    Help Center Reporting available in Good Data/Insights

    Ability to Report on Help Center Content

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