Metrics and attributes for Zendesk Guide

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15 Comments

  • Jacob J Christensen
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    Will visitor data from Guide/Help Center/Web widget/SDK, including search be available in Explore?

    When I need to report on things like

    • Article discoverability (the percentage of searches that surface 0 results) and
    • Self Service Score (# site visitors devided by # Ticket requesters)

    I currently need to use a combination of Custom reporting in Insights, Zendesk native reporting and Google Analytics and put it all together in a spreadsheet. 

    7
  • Hannah Meier
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    Hi Jacob,

    Thanks for your feedback! We are working on expanding our Guide content in 2019 by adding additional datasets. One of the key themes revolves around content consumption. I cannot share any specifics at this time, but I have noted your feedback. Once these new datasets are available, you should be informed via email.

    2
  • Jacob J Christensen
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    Sounds good, thank you Hannah!

    0
  • Judd Higgins
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    I second this request.  This is a huge void for our analytics/metrics.  Knowing how our customers are using our Help Center is half the battle.

    Can you please give an ETA for when in 2019 these metrics will be available?

    5
  • Teck Leong Fong
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    Please advise an ETA on this :-(

    2
  • Stephanie Hong
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    I am currently using the Zendesk Insights tab data for the content consumption dataset currently not available in Explore.


    Is there an update on the availability of this dataset?

    0
  • Gail Leinweber
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    Hi Stephanie,

    Thanks for reaching out! Can you clarify what you mean by content consumption dataset? I'm not seeing this listed in our Insight's metrics reference, so we'd like to make sure that we know what you're looking for before we check with our Explore team.

    Best,

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  • Judd Higgins
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    Any ETA on when we will get metrics for Guide in Explore?  The current "Knowledge Capture" dataset is the only dataset and shows zero metrics on how customers are getting to and using our Help Center -it only shows what articles are being linked in Support tickets.  This doesn't help us understand if those linked tickets are being read, and if they are helping with case deflection, etc. Having to use Google Analytics to try and piece this together is not sufficient.

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  • Vincent Dollet
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    Hi Judd,

    Thank you for reaching out.

    We fully understand the need to better understand how your Knowledge Base and Community contribute to your customer experience. We'll be kicking-off a research project in H2 to refine the vision, and we should be able to share more information re. the timeline then,

    Kind regards

    Vincent

    2
  • Anneka Brazier
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    H there,

    Is there an update on when general reporting for Guide will be available to use in Explore?

    We're particularly keen to see this since the standard Help Centre reporting metrics in Zendesk aren't working correctly, are giving incorrect numbers and cannot be relied upon for key reports to Stakeholders and partners.

    I've raised this point with Support and our Account Manager who have suggested I use this article to add further weight to getting this issue fixed.

    Thanks

    Anneka

    0
  • Vincent Dollet
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    Hi Anneka, thanks for following up. We do appreciate the criticality of helping you understand how your Help Center is being consumed - covering both Knowledge Base and Community. Key areas include:

    - enabling you to measure the impact of the content you are creating on the end-user experience

    - enabling you to understand the end-user journey 

    - enabling you to identify what areas need more work

    - enabling you to know who your top contributors are

    We are still planning an in-depth research project in H2. We'll then be able to share more information on scope & timeline.

    Many thanks for your continued patience,

    Kind regards

    Vincent

    0
  • Louis-Pierre Baudry
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    Hi Vincent, 


    Congratulations for Explore, it really improved reporting and is a great tool to use on a regular basis. 

    I am taking the opportunity to add a couple of use cases to be considered regarding Guide as a data set : 

    - % of users that visited the help center and created a ticket

    - % of downvotes on articles  

    - Searches that lead to no click on any articles

    Kind regards,
    Louis

     

    1
  • Nicole - Community Manager
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    Hi Louis -

    I encourage you to post your feedback to the Explore Product Feedback topic in the community, so that other users can up vote and add their comments as well.

    0
  • Andy Ramstad
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    Hey,

    I want to measure "new vs known" where "known" is tickets linked to a pre-existing article (i.e not where a new article was created).

    Which metric should I use?

     

     

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  • Brett - Community Manager
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    Hey Andy,

    You should be able to use the Linked Articles or the Linked article tickets metric to pull the information you're looking for.

    Let me know if you have any other questions for me!

    0

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