Analyzing your knowledge base activity with Explore

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47 Comments

  • 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.

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  • Melody Quinn

    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. 

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  • 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.

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  • Jessica

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

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  • Ray Roth
    Zendesk Customer Care

    Hi Miriam!

    The native reporting for Guide only shows the Views by user role, but not for specific users or domains. In order to track information more granularly you would need to use a tool like Google Analytics.

    https://support.zendesk.com/hc/en-us/articles/205402318-Enabling-Google-Analytics-for-your-help-center

    Cheers!

    Ray Roth
    Senior Customer Advocate

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  • Justin Federico

    Will we be able to report on the number of article comments on a periodic basis?

    Also, would we be able to determine if a comment is left by an end-user or an agent?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Alina Vashurina, here's how I made that.

    1. Create a new query using the Guide: Knowledge Base dataset.

    2. In the Metrics panel of query builder, add the metric AVG (Article votes).

    3. In the Rows panel of query builder, add the attribute Article translation languages.

    That should give you what you need :-) 

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  • Alina Vashurina

    Hi Rob! That's awesome! But... How in a world you did that report? Can you provide step-by-step instruction, please? I tried hard and failed.. =) 

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  • Ian

    Hi @...,

    How far back can you view data on the Knowledgebase dashboard?

    I've applied last year as a date range and the data is clearly incorrect (showing too few views). As well, the Views by Date bar chart only shows December views, not the full year.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Justin Federico, thanks for the question. The features you refer to are currently not included. However, we do have a lot of plans for future updates to Explore reporting. I'd recommend that you add your requests to our Explore Feedback page at https://support.zendesk.com/hc/en-us/community/topics/360001200913
    This way, the engineering teams and other customers will get access to comment on, and vote for your suggestion. This helps us prioritize future product features. Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Ellen Livengood, thanks for the question. It's coming very soon!

    We're doing a staged rollout of this from January 18 - March 11 so keep an eye out. It will appear soon. Thanks for your patience.

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  • Zoe

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

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  • Rob Stack
    Zendesk Documentation Team

    Hi Ryan Oakman, here's some information from the product announcement:

    "If you’re already in the habit of monitoring page views using the Zendesk Support built-in report or Google Analytics, you might wonder how numbers will compare with the Explore knowledge base reports.

    The Zendesk Support built-in reports, external tools like Google Analytics, and the new knowledge base reports in Explore are different tools. We implemented a new recording logic to bring you more detailed insights into the page view data than what is available in the Zendesk Support built-in reports. As the page view data is recorded in different ways across the tools, we cannot guarantee an exact match in absolute numbers.

    So, we’d ask you to be careful when comparing data across the tools - as they are different - and not expect the page views to match exactly. We encourage you to look for overall trends over a longer period of time, when you analyze data across these reports, and get in touch with us if page views are drastically different."

    If you're concerned that the numbers are indeed drastically different, let us know and we can open a ticket to investigate this further for you. Thanks!

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  • Marco Malbas
    Zendesk Customer Care

    Hi Sandy,

    Thanks for your inquiry and I'm sorry to hear that you as well are experiencing this issue. Kindly also create a ticket with our support team regarding this so that we could link it to the problem ticket that we have on this. Regarding your inquiry, you may check this documentation here regarding the discrepancies between Insights and Explore: https://support.zendesk.com/hc/en-us/articles/360022177714-Why-do-I-see-discrepancies-between-Insights-and-Explore-

    You may also look into this article here regarding Explore's capabilities on reporting on your Knowledge Base's activity: https://support.zendesk.com/hc/en-us/articles/360056349133-Analyzing-your-knowledge-base-activity-with-Explore

    Hope this helps you out! Cheers!

    Marco M. | Zendesk Support | support@zendesk.com

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  • Rob Stack
    Zendesk Documentation Team

    Hi Rebecca Katz, thanks for the question!
    This is planned, but not yet currently available in Explore. While we wait, the existing Search reports on the reporting page in Support will continue to function. See https://support.zendesk.com/hc/en-us/articles/203664476 for more information. Hope this helps!

    -1
  • Marco Malbas
    Zendesk Customer Care

    Hi Ronja,

    Thanks for letting us know. Sorry to hear that you are also getting this issue. Would you mind creating a ticket with our support team regarding this so that we could link it to the problem ticket that we have on this? We'll be glad to assist you from there. Feel free to link this community post on your ticket as well for easier troubleshooting. Let me know if you have any other questions.

    Cheers! :)

    Marco M. | Zendesk Support | support@zendesk.com

    -1
  • Dave Dyson
    Zendesk Community Manager
    Hi Ferenc –
     
    The Team Publishing dataset (Guide Enterprise only) I think would be able to provide this information.
    -2

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