Explore recipe: Viewing the articles most commonly linked using the Knowledge Capture app in tickets

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  • Ann Chung

    Is it possible to create a report that shows what articles are being viewed by our agents? We use our current Knowledge Base for agents to review the processes and they are not currently linked to tickets. 

  • Erika Camille Sundian
    Zendesk Community Team

    Hello Ann Chung,

    I understand that you're looking for ways to pull article views per agent. At this stage, reporting on this is relatively limited.

    The dataset for Guide articles is still being worked on by the Explore team. They hope to have this data ready for use for customers as soon as they can, but for now the only way is Google Analytics. You may be able to get some valuable data using Google analytics. More information about this here Enabling Google Analytics for your Help Center

    Hope this helps! :)


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