Question
Can I gather data on how my help center is being used? For example, can I report on articles created versus published dates, article views and clicks.
Answer
You can use multiple tools to access analytics based on your help center. Find a list below of all the tools you have at your disposal.
- Knowledge Base tab: to report on general help center article views and votes, use Knowledge Base tab in Explore.
- Knowledge Capture tab: if your agents use the Knowledge in the context panel, report on articles created through the app with the Knowledge Capture tab in Explore. The dashboard also displays articles shared in tickets by your agents.
- Team Publishing tab: if your team uses Team Publishing in Guide, monitor when an article was created and when it was published with the Team Publishing dashboard in Explore.
- Search tab: use the Search tab in Explore to understand how your customers interact with your help center by analysing how they search for content.
- Community tab: report on the number of posts and comments, upvotes and downvotes, community members, in your community.
- If you use Google Analytics, you can enable Google Analytics for your help center.
6 comments
Anna Irving
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
Brett Bowser
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
Kalle Windefalk
@... You answered Fiona
This article state
Please clarify
0
Dwight Bussman
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
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Ulises
Is there any way to obtain article views through an API? I am not able to locate anything in the API Reference guide.
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Dave Dyson
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
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