Why don't I see a Guide Dashboard in Explore?

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10 Comments

  • Lauren Blake

    Hi there - Where can I access the stats that were available before on the guide (most popular articles, most common search queries, etc.)? Those stats were quite helpful with prioritizing feature changes 

    3
  • Dan Kondzela
    Zendesk Customer Advocate

    Hi Lauren,

    If you are looking for this information I would recommend going to your Reporting Overview and referencing the Guide related points within that particular menu. If you do not have access to this any longer I would strongly consider utilizing Google Analytics integrated in to your Help Center settings. We have some more documentation on how to integrate Google Analytics right here!

    Thanks!

    1
  • Samuel Rasetti

    It would be nice therefore to have more stats linked to guide and the webwidget, like how many articles viewed before creating tickets, which pages are still generating the most requests, etc...

    0
  • Nicole S.
    Zendesk Community Team

    Hi Samuel,

    I know that there is an intention to add datasets related to Guide activities to Explore, but it may be a while before those are available and we don't know yet what exactly those reports may cover.

    In the meantime, we recommend leveraging Google Analytics and/or third-party tools to find this information. At Zendesk, we currently use Pendo to track similar sorts of information about user activity and ticket submission in Guide.

    0
  • Brian Weber

    Hi. I saw the info on the retirement of Guide to Explore, but there is very little data with it right now related to guide. Is the plan to integrate or should we focus on going to google analytics? 

    0
  • Nicole S.
    Zendesk Community Team

    Hey Brian -

    More Guide datasets are planned to be added to Explore, though we do not yet have details on exactly what or when that we can share here. That being said, it is recommended to also use Google Analytics in addition to the reporting that we provide.

    0
  • Meghan

    Nicole S. Is there a related feature request where I can add my support for this? When Insights goes away at the end of this year, will the current Knowledge Base and Search Reporting tabs go with it?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Meghan - 

    Yes, you can add details about what you'd like to see and up vote this post: Guide Data Analytics in Explore

    Thanks in advance for adding your thoughts here! 

    Regarding the other question,  according to the article Understanding your reporting options "After you move to Explore, the OverviewLeaderboard, and Satisfaction tabs are removed. You can use Explore pre-built dashboards for those reports. The Knowledge Base and Search tabs (for Guide), and the Community tab (for Gather) are not powered by Insights and won't be removed."

    0
  • Lucas VanGombos

    Am I able to create custom GUIDE queries, for example, top search terms.  

    In general, just trying to recreate the guide reports that currently live on Support>Reporting, specifically those  under the KnowledgeBase and Search tabs.

    Thanks

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Lucas,

    I would recommend signing up for the Guide Knowledge Base reporting EAP which will give you more reporting options for Guide in Explore. I don't believe there's a way to report on search terms but the team is looking to add more options in the future.

    Let me know if you have any other questions!

    0

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