Metrics and attributes for Zendesk Guide

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36 Comments

  • Jacob J Christensen
    Community Moderator

    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. 

    12
  • Judd Higgins

    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?

    9
  • Judd Higgins

    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.

    7
  • Pedro Reis

    +1 for Guide statistics on Zendesk explorer. We would like to be able to pull a list of ZD articles order by their ratings and views. I hope this feature will be available soon..

    6
  • Judd Higgins
    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.



    Now that we are well into Q1 2020, do we have an ETA for metrics in Explore for Guide on how customers are using our Help Center?  When can we expect these metrics to be added for Guide in Explore?

    4
  • Teck Leong Fong

    Please advise an ETA on this :-(

    4
  • Andrey Bobrovskiy

    Hi, are there any plans to add % Article flagging rate to this list? We use % Article linking rate very often and it would be very helpful to have a similar metric for flagged articles. Thanks!

    4
  • Louis-Pierre Baudry

    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

     

    3
  • Hannah Meier
    Zendesk Team Member

    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
  • Vincent Dollet
    Zendesk Product Manager

    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
  • Jarl Frode Arntzen

    Hi, Rob Stack . 

    This will be releasing to everyone as soon as the EAP is finished. For more details, or to apply, see https://support.zendesk.com/hc/en-us/community/topics/360001933274

    If I follow the link, I just end up on a page that says:
    oops
    You're not authorized to access this page

    What does it take to view this page?

    Thanks.

     

    1
  • Anneka Brazier

    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

    1
  • Vincent Dollet
    Zendesk Product Manager

    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

    1
  • Lauren Ward

    Hi all,

    We need to create a report on article viewcount as compared to "freshness", i.e., including article views and the article's last update date. I don't see the "Article last updated" attribute in the Knowledge Base dataset, only publish date. Is there a plan to add this, or perhaps I'm missing how to accomplish this? Any advice is much appreciated, thank you.

    Note: I tried running two separate queries and creating a pivot, but when I include Article last updated from the Knowledge Capture or Answer Bot dataset, I'm only getting the articles that were flagged or offered, not the full library of articles that were updated, which is what we need.

    1
  • Lauren Williams

    Hi, 

    I'm looking to create a custom metric that allows me to see the total number of votes, count the number of positive votes and thirdly calculate the percentage by dividing the number of positive votes by the total vote count.

    I believe I've managed to retrieve the total number of votes by using this formula: COUNT(Article votes) however breaking this then down into positive and negative votes seems impossible as there's nothing that identifies a vote being either. I.e how do I pull out an "upvote"?

    Does anyone know if what I'm looking for is possible, or indeed have tried it themselves?

    Thanks

    1
  • Robert Silverstone

    You can calculate upvotes using net votes and total votes:

    If Total Votes = upvotes + downvotes, and Net Votes = upvotes - downvotes,

    then Upvotes = (Total Votes + Net Votes) / 2

    and Downvotes = (Total Votes - Net Votes) / 2

    I don't know what to make of these vote numbers in Explore though. The numbers for both AVG(Article votes) and COUNT(Article votes) are radically different to the numbers we're seeing in Insights ... different votes counts and different total votes.

    0
  • Andy R

    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?

     

     

    0
  • Julio Ruiz

    Hi Laura! That is indeed a very interesting question. If your main goal is to count the votes of the translation of your articles, then I don’t think creating such a query to separate votes would be worth it. To clarify, votes will be tallied on the article level as a whole and based on the translation’s creation date. For this reason, if you published the English translation of an article a day before the Italian translation, the English translation could end up with more votes.

    Julio R. | Technical Support Engineer - EMEA | Zendesk

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Mathias Martinez, I wasn't sure exactly what you needed, but you can use the information in Scheduling dashboard deliveries to likely help you do what you need. Let us know if you need more help. Thanks!

    0
  • Brett Bowser
    Zendesk Community Team

    Hey EJ,

    If you're looking to create queries with some available Guide data, you'll want to take a look at our Creating queries article which I've linked for you. The article you're commenting on now will show the available metrics/attributes you can use within the Guide Dataset.

    I can't assist with creating reports from scratch but the above should point you in the right direction to get started.

    Hope this helps!

    0
  • Stephanie Hong

    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
  • Robert Silverstone

    Explore's saying one of my articles has 750 votes for 500 views 🤷 Those don't seem trustworthy stats

    0
  • Ryan Oakman

    Hey all, 

     

    I'm curious as to how I would track solved tickets with no engagement (no links, creates, etc.). I considered doing a custom metric against total solved tickets - tickets with link, but I can't seem to get the former in the Guide attributes. 

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Mathias Martinez, you'll find all you need to know about scheduling dashboards with end-users at:

    https://support.zendesk.com/hc/en-us/articles/360022367673

    0
  • Gail L
    Zendesk Community Team

    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,

    0
  • Mathias Martinez

    Hi team, 

    We are trying to customize the report and send it to a particular recipient on daily basis. 

    Can you assist us with that?

    Thanks.

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Jarl Frode Arntzen, the comment above is now old. This feature has been released to everyone with applicable plans (as detailed in the article above). The EAP is closed. Thanks!

    0
  • Jacob J Christensen
    Community Moderator

    Sounds good, thank you Hannah!

    0
  • Laura Dell'Angela

    Hey,

    I am wondering how I can easily measure article votes for all translations belonging to the same article. I need one metric for each article ID, which includes the votes of all the translations of that article.

    Currently, this is possible in Explore, if I choose article votes as metric and the article ID as attribute. This, however, creates two questions:

    1. How can I display the English title instead of the article ID in my Explore dashboard (note that I am not looking to only collect the votes for the English language but for all languages - including the title would simply make it easier to read the reports)?
    2. Are votes counted separately for each language?

    Thanks,

    0
  • Allison S.

    Hi all, 

    While viewing our AB metrics, I am a bit confused about the difference between:

    Attempts, Answers, and Suggestions

    Looking at my metrics in Explore, I see that we have a large amount of "Attempts" and "Answers" so that makes our suggestion rate high, but our overall resolution rate is low (5% across our brands)

    I'm trying to understand why our RR is low and how we can improve it. I think it has to do with our generic AB bounce back email and thus low engagement with the articles suggested in there. 

    Any help/guidance would be greatly appreciated!

    0

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