Recent searches


No recent searches

Can I report on help center usage?



image avatar

Claire Miller

Zendesk Customer Care

Edited Jul 02, 2024


-1

6

6 comments

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. 

1


image avatar

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

1


@... 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

0


image avatar

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

0


Is there any way to obtain article views through an API? I am not able to locate anything in the API Reference guide.

0


Hi Ulises,
 
We don't currently have APIs which allow the exporting of data out of Explore -- see Walter Bellante's official comment in this thread: Explore API

0


Please sign in to leave a comment.