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  • Mary Jane Reese

    I ran a report to show the sum of articles searched over a specific period of time based on the article title.  There is a row that appears blank, but has a large number of views for that article.  What are people searching that would bring a result of a blank response?

  • Marco
    Zendesk Customer Care
    Hi Esther, thanks for reaching out regarding this. As per checking, the blank article entry(ies) generally indicates that the article has been deleted. Our product team has confirmed that it is expected behavior but definitely plans to address it in the future. 
    A good workaround could be to clone the dashboard (if you are viewing a default one) and modify the blank values according to the article: How do I exclude blank values from my query? 
    Hope this helps clarify it for you. Cheers! 
  • Sy Sussman

    It looks like I can only see the net votes. If that's true, it's a terrible analytic experience. Consider two scenarios:

    • 100 people gave the article an up vote, and 5 people gave it a down vote, Explore shows me a value of 95.
    • 1,000 people gave the article an up vote and 905 people gave it a down vote. Explore shows a value of 95.

    These two scores are the same, yet there are two very different stories here.

    Am I missing something?

  • Rich Talbot

    "Currently, Explore can't calculate your self-service score directly as you can’t combine data from tickets and pageviews in the same report."  Would be great if this data could be in the same report so that we could use Explore to create a single report rather than getting the two numbers, dividing and having to use Excel to create a graph.  Any plans for allowing data from different areas to be in the same report?

  • Jean-Charles Pascale
    Hi Rich,
    The feature is being looked into, but it is not available at the moment.
    I would recommend checking this post ( and page and vote for this feature to show interest in it.

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