Can I report on help center usage? For example, can I report on articles created versus published dates, or article views?
If you have the Knowledge or the Knowledge Capture app, you can use the Knowledge Capture tab in Explore to report on articles created through the app. You can also use this dashboard to understand which articles are shared in tickets by your agents. For more information, see the article: Analyzing your Knowledge Capture activity (Guide Professional and Enterprise).
If you have Team Publishing, you can use the Team Publishing tab in Explore and create reports to monitor when an article was created and when it was published. For more information, see the article: Analyzing Guide Team Publishing activity (Guide Enterprise).
Finally, you can also report on article views and votes if you use the Knowledge Base tab. For more information, see the article: Analyzing your knowledge base activity with Explore.
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.
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
@... You answered Fiona
This article state
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
Is there any way to obtain article views through an API? I am not able to locate anything in the API Reference guide.
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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