Guide reporting tools for measuring self-service

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  • Kate Johnston

    Just wanted to clarify, based on this information, that in using the knowledge capture tool to link articles to customer tickets we can essentially track issues that could have been self-serviced but weren't, correct? Along for content improvements, of course. 

  • Jim
    Zendesk Customer Care

    Hi Kate!

    Technically yes, that would be correct. But if you're looking for a report, in order for you to track those; then you may use the documentation below as reference.

    Analyzing your Knowledge Capture activity

    Explore recipe: Analyzing Knowledge Capture activity


  • Mary Jane Reese

    when I go to the Search tab, I see the search stats for 'no clicks' and 'no results'.  when I run the CSV from the top of that page, the data doesn't match.  Several of the responses don't show on the CSV but they are on the list on in the reported data on that page.

  • Christophe Tiraboschi
    Zendesk Customer Care

    Hi Mary Jane Reese,

    Since you posted, we made available a search dashboard and a search dataset. You can find more information about this in the following article

    We recommend using it. 

    However, if the issue you encountered is about results before October 15, 2021 (that are not in Explore), please let me know so I can open a ticket on your behalf to investigate further.

  • Lance Gu

    The picture disappeared shortly after uploading the guide, it's very weird

  • Geerten

    hi Christophe. About the search dashboard. On the helpcenter (of it says I have 0.0% clickthroughrate. Google analytics tells a different story. Any clue why this is happening?

    The mobile SDK is showing figures on the CTR.

  • Christophe Tiraboschi
    Zendesk Customer Care
    Hi Geerten,
    I am going to open a ticket with you so we can investigate this further.
    You will receive an email shortly.
  • Jessica Cohen

    According to this article, the page views and unique page views can be tracked in Google Analytics or in the report, but our figures do not match up. There's a difference by the thousands! Is anyone else having this problem?

    Which did you find most reliable? We're trying to measure the impact of our Help Center and these measurements are key to our understanding.

    • Page views - This is the number of page views in your help center. You can track views in both Google Analytics and in the Knowledge Base reporting tab in Zendesk Support.
    • Unique page views - This is the number of unique visitors to your help center. Each visit to your help center counts as a session, and each session (usually), results in multiple page views. Tracking the number of users visiting your help center gives you some perspective about its use compared to the total number of views in a specified period. A monthly views total of 10,000 compared to 1000 unique users within that same period tells you that those users are viewing on average 10 pages per session. This helps you understand how many of your customers use your self-service content.
  • Wade Fitzner

    Im with Jessica C on this.  I am seeing a variation in numbers between Zendesk and Google.

    Also, we use a non-Zendesk chatbot, and curious about how we are accurately able to track clicks?  If they are clicking article links through a chatbot, how can we tell how the customer is getting to each article?


  • Scot Sroka

    I agree with Wade and Jessica, our Zendesk Article Views and Google Page Views number is off by thousands. Would be interested in hearing more about why this is? It definitely can change the outcome of the Self Service Score. 

  • Dane
    Zendesk Engineering
    Hi Jessica, Wade and Scott,
    Normally the discrepancy is caused by how Explore and Google calculate views. In Explore, HTTP user directly accessing the API stats view endpoint of those articles are also being counted. Our Explore system counting method does associate this with views, however, Google Analytics won't as it wasn't actually a real visit on the page.  

    If you want to check the real page visit, Google Analytics is more reliable. This is currently being discussed on how to avoid this type of behaviour in the future, but we do not have a near-term resolution for now.

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