Can I report on Help Center usage?

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4 Comments

  • mark ellis

    why can't you report on knowledge base performance in insights/explore? Is this on your roadmap. Considering Zendesk is all for pushing for self-service customer interactions i'm a little confused why this isn't important to you. Using Google Analytics is a pain and means our customer service directors and managers are now having to be given access to Google Analytics and trained up on how to drill into the details. 

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  • Brett Bowser
    Zendesk Community Manager

    Hey Mark,

    Help Center reporting is something that is definitely on our roadmap in the Explore product. We currently have Guide Knowledge Base reporting in EAP, however, this is currently closed as our Product Managers are working through the feedback given to them. More information on our Announcement page here: Announcing the Guide Knowledge Base reporting in Explore EAP

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  • Kalle Windefalk

    @... You answered Fiona

    The native reporting for search activity will include the agent's search results as well as end-users

    This article state

    Search data includes end-user searches in your help center, as well as searches in the mobile SDK and Web Widget, if you have set up those channels.

    Please clarify

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  • Dwight Bussman
    Zendesk Customer Care

    Greetings Kalle,

    Thanks for calling that out: Brett's comment is correct - agent searches are included in that native reporting dashboard. I will flag the article you mentioned to see that it is corrected.

    Dwight B. | Customer Advocate

    Zendesk Experience Research Panel

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