Explore features a prebuilt dashboard displaying your Zendesk Guide knowledge base, search, Knowledge Capture, and Team Publishing data. You can edit and customize this dashboard by cloning it (see Cloning Explore dashboards). In this article, you'll learn about the available reports for Guide.
This article contains the following topics:
Opening the Guide dashboard
Use this procedure to open the Guide dashboard.
To access the Guide dashboard
- In Zendesk Support, open the product tray.
- Click the Explore icon () .
- In the list of dashboards, select the Zendesk Guide dashboard.Tip: Knowledge Capture, Team Publishing, and the knowledge base are the Guide components that Explore currently reports. If they aren't configured, then the Guide dashboard won't be displayed.
Understanding the reports
The dashboard contains the following tabs. Click a section to find out more information:
Knowledge Base tab
The Knowledge Base tab helps you understand how often your Help Center articles are being viewed, which articles are being voted up or down, which articles are generating the most comments and subscriptions, and more. The dashboard can help you identify which articles and categories generate the most traffic, how votes change after updating an article, and how article comments and subscriptions grow over time.
All reports in this dashboard use the Zendesk Guide > Knowledge Base dashboard.
To learn about the available reports, see Analyzing your knowledge base activity.
The Search tab shows information about the searches that users performed and the terms they searched for in your knowledge base. It also shows you important information on how search volume affects ticket creation, and where you can improve your self-service performance.
All reports in this dashboard use the Zendesk Guide > Search dataset.
To learn about the available reports, see Analyzing help center search results with Explore.
Knowledge Capture tab
The Knowledge Capture tab shows information about Knowledge and Knowledge Capture activities including articles that were linked to from a ticket, articles that were created using the app, and agent engagement with the app.
All reports in this dashboard use the Zendesk Guide > Knowledge Capture dataset.
To learn about the available reports, see Analyzing your Knowledge or Knowledge Capture activity (Guide Professional and Enterprise)
Team Publishing tab (Guide Enterprise only)
The Team Publishing tab shows information about your knowledge management workflows and team collaboration. This includes reporting on created, published, and archived articles and who was responsible for each.
All reports in this dashboard use the Zendesk Guide > Team Publishing dataset.
To learn about the available reports, see Analyzing Guide Team Publishing activity.
The Community tab shows information about your community activity, such as the number of posts and comments, upvotes and downvotes, community members, and more. You can filter the results by Brand, Channel, Topic title, and User role.
All reports in this dashboard use the Zendesk Guide > Community dataset.To learn about the available reports, see Analyzing community activity with Explore.
I have the 'Explore Lite' but the only pre-built Dashboard I see is for Support, as Judd mentioned above, how do I get the pre-built one for Guide/Help Center?
Hi Adriana Toyber, this is still rolling out to all customers and you'll hopefully get it very soon. We are targeting a date of March 11th to complete the rollout. If you don't have it by then, please let us know and we'll investigate. Thanks!
The Answer Bot tab has been renamed to Article Recommendations and moved to the new Zendesk Answer Bot dashboard. For more information, see Overview of the Zendesk Answer Bot dashboard.
In the Knowledgebase tab, I'm trying to get a view of the net negative article votes over the past year. I have selected "bottom 100" and get only a list of 46 articles, in addition they are not ordered in any way. I would like to see the "bottom 100" as the articles with the most net negative votes. Am I missing something about how this works in the dashboard? (I've also tried custom reporting, but it freezes up and I haven't been able to use it...) Here's a snip of what I see in the dashboard:
Hi Rob Stack, we have the Growth Suite. From your information, we should have the complete tabs: no mention that an Enterprise or Professional version is needed for the Community tab. How can we obtain/declare the Community tab? I can't see it. Please check the attached screenshot from what we have.
Following this article = modifications to be applied soon by your teams (https://support.zendesk.com/hc/en-us/articles/4762263171610-Announcing-Guide-legacy-reporting-upgrade-to-Explore-), we need this tab. Thanks.
Hi Olivier Degardin, I've opened this as a ticket for you. Someone will be in contact soon to investigate this with you.
Hi, 3 weeks later someone from Zendesk team came back to me to inform me that the Community tab won't be visible in the dashboard if Gather isn't activated for end users... My request was simple and detailed (only a few words where I mentioned we have the Growth Suite). When I go on the new provided link https://support.zendesk.com/hc/en-us/articles/4408882689306 by your colleague, here is what I see. A solution, please... ;)
Please sign in to leave a comment.