Analyzing your Team Publishing activity

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13 Comments

  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Rebecca,

    The rollout is complete. So make sure you have the following:

    • Support Professional or Enterprise with Insights enabled

      and

    • Guide Enterprise

    Let us know if that helps!

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  • Sally Anne Dishong

    How is Team Publishing enabled? I can't seem to find that info in your HC.

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  • Meredith Pettet

    Hello! I'm still not seeing Team Publishing as a tab within Insights. We are support enterprise and guide legacy. Is this feature not available on guide legacy even though we're using enterprise plan? Please tell me we can have it without getting off legacy plan... :) 

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Sally Anne, 

    You do not have to enable Team Publishing. If you are on Guide Enterprise you just have it. This article gives an overview and links to all the related articles for using Team Publishing.

    https://support.zendesk.com/hc/en-us/articles/360000716047

    Hope that helps!

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Meredith,

    Team Publishing requires Guide Enterprise. The Guide Legacy plan is the equivalent of Guide Professional, which does not include this feature.

    https://support.zendesk.com/hc/en-us/articles/115005153727-About-the-Zendesk-Guide-plan-types

    You would need to upgrade to Guide Enterprise if you want this feature. Sorry about that! 

     

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  • Mike Davis

    What reports in Zendesk Guide replace this report?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Mike Davis, thanks for the question. New Explore reports for Team Publishing will be along in the very near future though I can't give a specific date yet. Please follow our announcements section to hear when they are released - https://support.zendesk.com/hc/en-us/sections/200623776

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  • Clay Turk
    Zendesk Product Manager

    Hi all, 

    I am happy to announce that we are now live with the Guide Team Publishing dataset. However, in an effort to make this available sooner we are temporarily limited to the last 3 months of data. The good news here is that we are working on reloading all historical data, but it may not complete for all accounts before the new year.

    2
  • Lauren Ward

    Hi all, is there a way to see the number of articles that were both created and published? I'd like to get the number of articles created and published within a certain time period, and there doesn't appear to be a way to do this with the built-in variables listed above.

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  • Russell Chee
    Zendesk Customer Advocate

    Hey Lauren,
    Thanks for reaching out, I hope you are doing well! When it comes to tracking both "articles created" and "articles published" within a certain period of time, you should be able to add them together by using a Result Metric Calculation. Alternatively you can create a calculated metric that uses both but you'll need to use an OR condition as these two metrics are actually looking at the same event attribute with different values, therefore the same attribute can't have both values at the same time. I hope this helps, let us know if you need anything else, take care!

    Russell

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  • Lauren Ward

    Thanks for your response Russell Chee. That's not quite what I meant, though; I should've been clearer. I'd like to know the explicit count of articles that were created & then published within the same time period. My goal is to get a total count of articles published during a time period and be able to splice that into "new" and "updated" buckets. I.e., new articles published + updated articles published = ALL published articles. There doesn't appear to be a way to find this in the native metrics or by using a calculated attribute or metric, due to the way these events are tracked. Perhaps I'm missing something though? Please advise, thanks so much!

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  • Russell Chee
    Zendesk Customer Advocate

    Hey Lauren,

    Thanks so much for reaching back and clarifying a little bit more about what you are looking for. In your particular case, I have consulted our Explore team about this and they have mentioned that there may be a way to build this but it would involve using customised metrics. To set expectations, because this is a custom metric any troubleshooting around it is outside the scope of support that our Zendesk Advocates can provide.

    Having said that, to do something like you have mentioned, you would copy the metrics for created and published articles, then create them as attributes whilst using the IF THEN ELSE function where you would replace [Event ID] with [Event - Timestamp]. From there, you would do a date_diff of the two attributes with your preferred time value.

    Hopefully this gets you pointed in the right direction and all the best with building this!

    Russell

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  • Lauren Ward

    Hi Russell Chee, thanks so much for your response and suggestion. I'll give that a try! Really appreciate it.

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