Analyzing your knowledge base activity with Explore

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  • Luke Bradshaw

    Thanks @...

    For some reason reporting section in Support was not populating with the 'terms' until I chose a specific 'brand' from the drop-down. Now that I've done that I can switch back to 'all' brands and terms now populate there too

  • Graham Haire

    Hi all,

    I noticed a blank line with the Article Views table in the Zendesk Guide: KNowledge Base dashboard.  This is a default dashboard, not one I have customized.  In the table that shows the top 50 articles viewed, line #3 is blank with 126 views.  Ideas?  The other lines are fine - they show the article title, brand, views and votes.  But the 3rd most viewed article has no title and no brand even when I filter to just one brand.

  • Ad Astra Support

    When I click on the "Article section title" tab, nothing in the list changes from when I am on the "Article title" tab. I am trying to see what sections are viewed most often. 


    Side note: there is no change when I click on "Author name" either. 

  • Paul Moran

    Just to follow on from @...'s request, is there anything on the Explore roadmap to allow us to knowledge article pageviews by user's domain? It would be very helpful! We've done something like this in Google Analytics, but it would be better if we could do it in Explore.

  • Jessica

    Is there a way to filter a custom query to remove archived articles in the result?

  • Marco
    Zendesk Customer Care
    Hi Jessica, 
    That's a good question. Unfortunately at the moment there would be no way to filter the articles to remove archived articles. The only workaround I figured out while testing this out was just filtering the tickets by title, and removing the archived articles manually, though I also see how this can be unsustainable. 
    It would be greatly appreciated if you can post this as a feature request as well for our product team to see and possibly put in the road map for future improvements:
    Hope this helps. Thanks! 
  • Andre Hutagalung

    Hi all!

    Can i break down the Article votes for bad and good votes saparately ? 

  • Dave Dyson
    Hi Andre,
    That's not currently possible, but it's on our product team's radar – I'd encourage you to go upvote and add your use case to this product feedback thread: 
    Explore Metric Addition - Down Vote, Up Vote, Total Votes
  • Andre Hutagalung

    Thank's Dave, i'll try......

  • Anton Van der meyden


    I believe everyone would benefit from this purposed function. When I create a report from our internal Knowledge Base I can see the total number of views an article has.

    I would like to be able to see who has viewed the article. It would provide a full list of all the agents names and dates they viewed it. The idea been that you can see who has viewed new content or updates to existing content.

    Is this possible or something your product plan to implement?

    Thank you.

    Kind Reagrds,


  • Ferenc Bartha

    Hi ZD team,

    I'm working on setting up a KB maintenance and update process, but I can't find some key metrics /attributes in the default Explorer (Guide -> Knowledge Base) dataset.
    Attributes like:
    - Article Updated or Published timestamp
    - Last updated by
    Basically, I am looking for some maintenance-related attributes. How can I add them?

  • Dave Dyson
    Hi Ferenc –
    The Team Publishing dataset (Guide Enterprise only) I think would be able to provide this information.
  • Sally Anne Dishong

    Hi, I'm looking at Guide data in Explore and trying to understand what is being shown in the net votes. For example, when viewing for last 30 days, one article shows -37 votes in Explore data. However, when I look at the article itself in the Help Center, it shows "4 out of 45 found this article helpful" in votes section. This would tell me that it has a net -41 votes. So is Explore showing the votes that came in during that time period (e.g., last 30 days)? Or is there just a discrepancy in the data between the Help Center and Explore? Thanks for your assistance.

  • Ferenc Bartha

    @... - thanks for the response.
    Sadly that dataset is not available in our Explorer at the moment.
    I do think there are many parameters missing from the default KB dataset. - For example, even categories are missing (aka. you can't tell in which category an article is in - for an analysis), and the update / publish dates, published by, etc.
    By any chance, you guys could consider extending the dataset with some of the really basic parameters that are missing from it right now.

  • Zoe Goble

    Hi, is anyone able to confirm whether Zendesk Explore is powered by Google Analytics, please?

  • Shobbir Ahmed


    I am new to explore and need some assistance. How would I find the number of users who have logged in to the help centre/guide portal per day? Is there a way to set this up?


  • Dane
    Zendesk Engineering
    Hi Shobbir,
    You can refer to Explore recipe: End users that logged in over the last 30 days for the similar report. Feel free to modify the Requester sign-in - Timestamp to specify the date of login.
    Hi Zoe,
    Explore is Zendesk's own analytic software which works differently compared to Google Analytics that focuses on website traffic.


  • Diego Chacon

    Is there a way to track the following:

    Conversion rate = Ie: I'm a customer about to send a request, a suggested article pops up, I click on it and resulted in me still sending an email vs not sending an email?

  • Dane
    Zendesk Engineering
    Hi Diego,
    Based on the information you provided, I assume you're pertaining to the web form/"Submit a Request" section.
    You can refer to Analyzing article recommendations from Answer Bot
  • Chris Brown

    Hi ZD Team, 

    Could you please provide some clarity on how the User role of a visitor to your guide is determined? The one you can use as a filter at the top of the report.

    Specifically, how is 'Staff Member (signed in)' determined - Is it determined by checking against the registered list of Team members? If so, is there a way to filter out a specific domain instead? My organization occasionally creates test emails like and it would be really handy to include those as a Staff Member as well.

    Thank you!

  • Christine
    Zendesk Engineering
    Hi Chris,
    Staff members are internal users, they should be added as an agent on the account and must have access to Guide. You will need to allocate an agent seat for Staff members or internal users. However, if you would like to add a user and allow specific domain to sign in and have access to your help center, you can create a "custom user segment" instead.

    We have a guide and more information about User Segments in our article: Creating user segments for Guide user permissions

    You can create custom user segments to further refine those groups of users as follows:

    • Signed-in users (internal and external), these segments are created in the Admin Center and can be based on tags, organizations, individual users, or all of them combined
    • Staff (internal), these segments are created in the Admin Center and are based on tags, groups, individual users or all of them combined
    These articles covers the following topics:
  • Kelsey Davis

    Is there a way to see the performance of an individual article? Perhaps you want to monitor the improvement of a particular article over time to see if the changes you're making are working. I'd like to filter by or search for a specific article - is this possible?

    Otherwise would it people possible to see this on the article itself at all via the backend perhaps (kind of displayed like how content cues state views over last 60 days etc on the right hand panel).

  • Cheeny Aban
    Zendesk Customer Care
    Hi Kelsey, 

    The current dataset only provides the net votes (average of upvotes and downvotes) and calculating them separately is not yet possible. Nonetheless, you can fetch the upvotes and downvotes via the Help Center API. More information may be found here: Explore Metric Addition - Down Vote, Up Vote, Total Votes
  • GoGet Support


    Can i know what does "net article votes - all" mean? In the sample image shown, there is a "5" for the omnichannel article but I couldn't figure out where does the 5 come from? 

    Also does the "net" include same article from different language? 

  • Elaine
    Zendesk Customer Care
    Hello GoGet,
    Net vote is a metric that reflects the overall sentiment or approval garnered from a set of votes by subtracting the number of negative votes from the positive ones. For example, if an article received 15 positive votes and 3 negative votes, the net vote would be 12, indicating a net positive sentiment based on the difference between positive and negative feedback.
    Indeed, it encompasses the same article across different languages, provided there is no filtering based on locale.
    I hope that helps!
  • Joe Anderson-McAulay

    I cannot find anything specific on this data point. (Linked Articles Per ticket) 

    What I would like to accomplish is see how I can leverage this data point with agent engagement and move this % in a positive direction. 


  • David

    Hi Joe, 

    This is likely going to require leveraging tracking this with Tags.  When an agent links an article to a ticket, you can automatically add a tag to the ticket. You can then create reports in Zendesk Explore to see how many tickets have these tags, which can give you an idea of how often articles are being used.  
    Check it out 


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