Metrics and attributes for Zendesk Guide

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29 Comments

  • Lauren Williams

    Hi, 

    I'm looking to create a custom metric that allows me to see the total number of votes, count the number of positive votes and thirdly calculate the percentage by dividing the number of positive votes by the total vote count.

    I believe I've managed to retrieve the total number of votes by using this formula: COUNT(Article votes) however breaking this then down into positive and negative votes seems impossible as there's nothing that identifies a vote being either. I.e how do I pull out an "upvote"?

    Does anyone know if what I'm looking for is possible, or indeed have tried it themselves?

    Thanks

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  • Rob Silverstone

    You can calculate upvotes using net votes and total votes:

    If Total Votes = upvotes + downvotes, and Net Votes = upvotes - downvotes,

    then Upvotes = (Total Votes + Net Votes) / 2

    and Downvotes = (Total Votes - Net Votes) / 2

    I don't know what to make of these vote numbers in Explore though. The numbers for both AVG(Article votes) and COUNT(Article votes) are radically different to the numbers we're seeing in Insights ... different votes counts and different total votes.

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  • Rob Silverstone

    Explore's saying one of my articles has 750 votes for 500 views 🤷 Those don't seem trustworthy stats

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  • Jarl Frode Arntzen

    Hi, @... . 

    This will be releasing to everyone as soon as the EAP is finished. For more details, or to apply, see https://support.zendesk.com/hc/en-us/community/topics/360001933274

    If I follow the link, I just end up on a page that says:
    oops
    You're not authorized to access this page

    What does it take to view this page?

    Thanks.

     

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  • Rob Stack
    Zendesk Documentation Team

    Hi Jarl Frode Arntzen, the comment above is now old. This feature has been released to everyone with applicable plans (as detailed in the article above). The EAP is closed. Thanks!

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  • Mathias Martinez

    Hi team, 

    We are trying to customize the report and send it to a particular recipient on daily basis. 

    Can you assist us with that?

    Thanks.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Mathias Martinez, I wasn't sure exactly what you needed, but you can use the information in Scheduling dashboard deliveries to likely help you do what you need. Let us know if you need more help. Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Mathias Martinez, you'll find all you need to know about scheduling dashboards with end-users at:

    https://support.zendesk.com/hc/en-us/articles/360022367673

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  • Lauren Ward

    Hi all,

    We need to create a report on article viewcount as compared to "freshness", i.e., including article views and the article's last update date. I don't see the "Article last updated" attribute in the Knowledge Base dataset, only publish date. Is there a plan to add this, or perhaps I'm missing how to accomplish this? Any advice is much appreciated, thank you.

    Note: I tried running two separate queries and creating a pivot, but when I include Article last updated from the Knowledge Capture or Answer Bot dataset, I'm only getting the articles that were flagged or offered, not the full library of articles that were updated, which is what we need.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Lauren Ward. this isn't currently possible, but it's a great request for a feature. Would you be willing to post this in our feedback forum at:

    https://support.zendesk.com/hc/en-us/community/topics/360001200913

    That will give your request more visibility with the product teams and other customers who will be able to vote for it. Thanks!

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  • Laura Dell'Angela

    Hey,

    I am wondering how I can easily measure article votes for all translations belonging to the same article. I need one metric for each article ID, which includes the votes of all the translations of that article.

    Currently, this is possible in Explore, if I choose article votes as metric and the article ID as attribute. This, however, creates two questions:

    1. How can I display the English title instead of the article ID in my Explore dashboard (note that I am not looking to only collect the votes for the English language but for all languages - including the title would simply make it easier to read the reports)?
    2. Are votes counted separately for each language?

    Thanks,

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  • Julio R.
    Zendesk Customer Care

    Hi Laura! That is indeed a very interesting question. If your main goal is to count the votes of the translation of your articles, then I don’t think creating such a query to separate votes would be worth it. To clarify, votes will be tallied on the article level as a whole and based on the translation’s creation date. For this reason, if you published the English translation of an article a day before the Italian translation, the English translation could end up with more votes.

    Julio R. | Technical Support Engineer - EMEA | Zendesk

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  • CJ Johnson

    Hi Laura, 
    I am pretty sure that at least currently, votes are counted the same across all languages, just from fiddling around in Explore, when I added in the translation language, the vote count was the same for each language. 

    For the first part of your question, you are in luck! I also needed a way to present Guide reports with a roll up of views per month in my case, that show the English title but counts all translation views as well. Zendesk did a nicer write up than mine on it here: https://support.zendesk.com/hc/en-us/articles/4408752119066

    You'd want to change out the main metric to :

    ATTRIBUTE_FIX(AVG(Votes), [Article ID])

     

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  • Jonathan

    Hello,

    The default metric formulas do not match the the attributes. I had to create custom metrics because it is case-sensitive.  How can I get this corrected so the default metrics reflect the attributes options accordingly 

     

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  • Zack York

    I'm very excited to see these metrics now showing in pre-built dashboards. Thanks, Zendesk!

    My question now is this: If Zendesk believes a ticket was created based on a specific search term, is it possible to see which tickets make up the 'Tickets Created' metric? I'm not seeing a way to do this.

    Thanks!

    1
  • Giuseppe
    Zendesk Customer Care

    Hi Jonathan,

    The Searches metric and other similar metrics should now align with the Event Type attribute. I tested this in my account and it worked perfectly for me.

     

     

    Hi Zack,

    Unfortunately, it looks like you're looking for the attribute Ticket ID which is not included in the Search dataset. This means we can only get the number of tickets created but cannot associate them with the actual tickets. A close recipe that I can think of for this is  Percentage of tickets created by channel, though this won't really show you the number of ticket per search query.

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  • CJ Johnson

    This is incorrect. It should be obvious, but there is no way that "articles viewed" and "published translations" should use the same calculation. These metrics *cannot* share the exact same formula. This does not return the correct number of published articles. I reported this ages ago and I'm posting now, because this needs to be fixed and people should know this metric is not set up correctly.

    2
  • Andriy Ivakhov

    Team, how do we track # of votes received by the day?

    I keep seeing a fixed # of votes without any article trendlines. Currently using default Guide dashboard for tracking

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  • Orsolya Forster
    Zendesk Product Manager

    HI Andriy Ivakhov,

    The default dashboard doesn't have the vote counts by the day visualisation. I'll mark your comment for future improvements. Alternatively, you can create custom queries if you have Explore Professional or above, and add the appropriate chart to your dashboard.

    Cheers!

    -1
  • Marco Malbas
    Zendesk Customer Care
    Thanks for your help here and for answering Andriy's question, Orsolya. :) Let us know if there's anything else that we can help with, Andriy. :) 
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  • Hi,

    I am trying to explore the default Zendesk Guide report on Explore section and I am seeing that between 01/03 and 16/03 we had this results: 

    But when I go to reports inside Zendesk Support, I see 11K views for the same period instead of the 0,5K mentioned before. Can you explain this difference?

     

    Thanks,

    Luísa 

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  • Justin H

    Hey Luísa! 

    Sorry for the delayed response on our end. I have created a ticket with our Support team to further investigate this discrepancy

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  • Joel Sandi

    Hello! I want to see something I think is rather rudimentary and simple, but can't seem to find a way to render: How many published articles simply existed month over month? NOT how many were viewed or created or published or edited within a given month -- which is all I seem to be able to actually chart over time. I just want to know what the simple, raw count of existing published articles was at a given point in time. I have recently inherited our Zendesk Guide knowledge base site and I want to explore growth and fluctuation of article content against other engagement factors such as visitors, views, and internal metrics like case counts, outage incidents, etc., to paint a comprehensive picture of the site's evolution and relationship to our users to this point. I know there are 477 articles now (April '22), there were presumably a handful less in March '22, and it is my anecdotal understanding that there were more than 500 at some point last year. I just want to chart this count simply.

    1
  • Jupete Manitas

    Hi Joel, thanks for writing in! 

    If you are on Guide enterprise, you can use the knowledge base dataset  and use the 'published articles' metric to count the total number of articles in your knowledge base excluding any translated articles and use the attribute 'Month'. Is this something similar that you are looking for? 

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  • Orsolya Forster
    Zendesk Product Manager

    Hi Joel Sandi,

    I understand the need for a raw number of articles in the knowledge base dashboard. We're considering adding current state type of data in the reporting, however I'm curious to hear how do you imagine such numbers on a monthly break-down?
    In practice, articles are created (and deleted / archived) as a dynamic process, what would be the number of published articles in a month? The count at the end of the month, or at the beginning? Maybe an average count in the selected period?

    Looking forward to hear your feedback. Cheers!

    1
  • Joel Sandi

    Orsolya Forster - Totally fair question, and one I thought about afterward, as well. What we want to examine is:

    1. Growth and development of the content library over time.
    2. Whether amount of content overall (and, from there, content production effort) correlates to changes in engagement in a meaningful way.

    My initial inclination is that it'd be end of month (or manually configured window)—so the total amount of published content at the end of a given month/period. However, average over a month or period makes sense, as well. As long as the parameters were understood (and we kept track on our own of impactful mass actions such as an archiving of a large block of content), I feel like either would be sufficient to help us get a glimpse of what we're interested in.

    Jupete Manitas - Thank you! Not quite what I'm looking for -- I want to know how many total published articles existed on the site in a given month, not how many were newly published in the month. But this is also helpful to know how to build, so I appreciate the suggestion :)

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  • Jupete Manitas

    Thank you for providing more details about your goal, Joel! Hopefully, that will somehow help you to start with. Cheers! 

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  • Brianne Reinhardt

    Excited about the new Community dataset! Really loving we can see who is viewing posts.

    Are there are plans to expand this dataset? Topic subscriptions, user following, and followed by users aren't listed - yet these are key metrics on a user profile. Maybe there is an explore formula I'm unaware of that will help me add these to our dashboards? I'm trying to get a list of all subscriptions broken down by subscription type per user. Our team wants to reach out to any new topic subscribers each week and award badges based on follower subscriptions (for example).



    I've also noticed an error in the documentation: 

    Community events The total actions taken on a community forum, including created posts, viewed posts, added votes, created comments, added subscriptions, and submitted tickets.

    When I query the community events metric with the community engagement event types, it only returns four types. It's not including votes and subscriptions.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Brianne -
     
    I'll leave the question of dataset expansion to our product managers, although it might be worth posting to our Feedback - Reporting and analytics (Explore) topic, using this template.
     
    As for the community event types, it should be returning all six: if you create a query with the Community dataset, add COUNT(Community events) as a metric, and then add Community engagement event type to Rows, you should see all six (screenshot below, truncated the numbers). If you don't, it'd probably be worth reaching out directly to our Customer Care team.
     

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