Analyzing knowledge base activity without Explore

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10 Comments

  • CJ

    "Important: If you're using Zendesk Explore, the knowledge base reports are included in the Explore pre-built dashboards (see Analyzing your knowledge base activity with Explore)." 

    This is not actually the case. There is still a ton of missing reporting functionality that this method has, that is not available in Explore. For example, are we ever going to get search strings in Explore? 

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi CJ Johnson, I agree that the note at the beginning of the article wasn't very clear. I've amended it to read:

    "When you start using Explore, the Overview (including the Benchmark report), Leaderboard, and Satisfaction tabs are removed from the reporting dashboard in Support. With the exception of the Benchmark report which is not currently available in Explore, you can use Explore pre-built dashboards for those reports. The Knowledge Base and Search tabs (for Guide), and the Community tab (for Gather) are not powered by Insights and won't be removed. For information about page view reporting in Explore, see Analyzing your knowledge base activity with Explore."

    I hope that makes it clearer but please let me know if not. Thanks! 

    1
  • Matt F

    Hi, this article is helpful, but I downvoted it because I still don't know how to find view counts for individual articles in my Zendesk help center.

    At the end of this article, you suggest "Ensure that your most popular articles are closely monitored and are always up to date." How do I know which of my articles are the most popular?

    (I imagine the answer to this is obvious and I'm just missing it.)

    1
  • Jeff C
    Zendesk Customer Care

    Hi Matt,

    If you are referencing the Knowledge Base Reporting section as indicated here. Have you tried clicking "Views" as shown in the screenshot below? Once clicked, it will give you information below on whats the Top articles by number of views and the actual count across.

     

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  • Remus

    Hello,

    Is there any API implementation for the Knowledge Base? I would like to make a GET request for the number of views per article. If there isn't an API, is there some kind of database or anything similar to that where I would be able to make a query?

    Thank you!

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Remus, 

    You can find the Help Center API documentation here. However, it does not appear that there's an endpoint for tracking views. 

    Your best bet for in-depth insights on article views is probably to leverage Google Analytics.

    -1
  • Rachael Garbee

    Nicole Saunders what alternatives are there to leveraging Google Analytics? 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Rachael, and welcome to the community! It looks like there are other third-party alternatives out there to Google Analytics (I just searched for "Google Analytics alternatives"), but I don't know that we have particular expertise in them or how they compare to Google Analtyics. Maybe someone in the community here has some experience with them?
    -1
  • Patrick

    This doesn't help with tracking and reporting on changes to articles.

    We can check the revision history of an individual article but that requires knowing the article was revised.

    How we see changes, deletes etc. for ALL articles?

     

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Patrick

    You can view all the changes for your Help Center articles under the Manage Articles>History tab. more information can be found here: Viewing article events for all articles

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