Metrics and attributes for Zendesk Guide

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26 Comments

  • Jacob J Christensen - Cloudhuset A/S
    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. 

    11
  • 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
  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Sounds good, thank you Hannah!

    0
  • 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?

    8
  • Teck Leong Fong

    Please advise an ETA on this :-(

    4
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

     

    2
  • Nicole S.
    Zendesk Community Team

    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 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
  • Brett Bowser
    Zendesk Community Team

    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
  • 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?

    3
  • Brett Bowser
    Zendesk Community Team

    Hey Judd,

    No updates to share at this time as far as I know. I'll contact our Explore PM's and let them know about this post so they can provide any updates when available.

    Cheers!

    0
  • EJ Gennrich

    Hi, I'm trying to follow your article to add a couple of metrics to understand the level of engagement of our agents in creating and editing ZD Guide FAQs/Articles. Sounds like a good best practice you put forward, so how do I actually build that in ZD Explore? Thanks for your advice!

     

    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
  • 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
  • Devan - Community Manager
    Zendesk Community Team

    Hello Andrey Bobrovskiy,

    We have no announcements on the feature request currently. I would recommend sharing this with our developers in our product feedback forums so it can be considered for a future update.

    Best regards. 

    0
  • 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..

    5
  • 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
  • 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
  • Adam Bilsky

    Hello ZD Guide/Explore team,

    It seems like the main analysis tools available to Help Center content creators are based on using the AnswerBot or the Knowledge Capture apps. Isn't there any way to analyze Help Center traffic more-or-less straight up? Especially with respect to engagement and voting? So far, the vast majority of our content is not generated in response to tickets, and we have little to no way of knowing how our users engage with that content outside of Google Analytics. Is this deliberate? 

    2
  • Rob Stack
    Zendesk Documentation Team

    Hi Adam Bilsky thanks for the question. We do now have statistics for page views and more in our early access program for Guide. 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

    We also have much more coming in the near future, so please follow out announcements section at https://support.zendesk.com/hc/en-us/sections/200623776 to be the first to know about new releases.

    0

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