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Why do I see blank spaces when reporting on articles?



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Salim Cheurfi

Zendesk Customer Care

Edited Oct 11, 2024


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8 comments

It does not make sense to leave the field blank, you either show it or not!

At least an option, to choose to see, archived or unpublished articles on the list

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We should be able to see the name of the article in explore even if the article is unpublished. We have one off issues that need to be published for a set amount of time and it's helpful to see how many views the received even after it's unpublished Is there a way to update the name within explore?

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We definitely still need to be able to see the article title even after it's unpublished.. THIS IS IMPORTANT AND NEEDS TO GO TO YOUR DEVELOPERS FOR DISCOVERY ASAP. Thanks

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Darenne

Zendesk Customer Care

Hi Elle and Costas, welcome to Zendesk! We completely understand the need for the unpublished articles to show up in Explore. However, this appears to be its native behavior. This allows you to keep an eye on the number of views an article has had, but the attributes (title, brands etc.) are no longer visible.
 
Your voices are very important to us. To improve our services, I’d recommend posting about this feature request and your use case on our product feedback discussion boards where our managers and developers discuss new features and workarounds with our community. The link for those boards can be found here

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Until I found this article, I thought this was a bug that would be fixed at any time now.

In reporting the only information about archived articles is it's section, and in Guide there are no statistics on the archived articles. 

This is an error that has to be fixed. Take a look at my example here:

 

Me: "As you can see there are 111 views of unknown article(s?) this week. All I know is that  the articles are archived, that somebody in our company wrote it/them and that they were viewed 111 times."

Boss: "Why are there no information about those articles?"

Me: "It's Zendesk"

 

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+1 to Ivar Aaen , I'm searching this as I just got out of a meeting where I had that exact conversation. An aggregate of all views from a group of Archived articles, with no other identifiable information, is not helpful and is causing more questions than answers.  

We need to retain attributes, even if it's at least an article ID, so we can explain 100+ views on NULL values that are apparently from Archived articles. Please let us know if there is an update for this or where we can best post to get help for this specific issue? Thanks!

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I've the same issue here. Our chief of Product keeps asking what are these blank spaces in the reports?

 

We've a ridiculous amount of views there:
 

 

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Nedialko Kondev I spent a while with Support on this issue and was able to confirm the following info which I will share if it helps anyone.  The blank line is a single consolidation of all articles, during the selected timeframe, that were either:

  • Archived: Check your Archived articles list from the All Articles page and look for articles archived during the same time frame of your Explore view.
    • There's no way to view which metrics from which archived articles contributed to the consolidated “blank” line. This is our problem as well.
  • Un-Published: Did you recently take any articles from Published, to Un-Published? Look for articles in Draft status - they return to Draft status when you un-publish.
    • There's no way I know of to see metrics associated with a Draft/un-published article, or to view which metrics contributed to the consolidated “blank line”. Another problem for us.
    • From the main All Articles view, click “History” next to “Lists” in the column, select “Unpublished”. You can see these actions on a timeline, but no time filter is available here; nor any metrics. 
  • Deleted: This article tells us Deleted articles are counted in the blank line metric; I do not know how articles are Deleted because I thought we can only archive.

One other thing we found was that in the view in your screenshot, Article Engagement by Selected Attribute > “by Title”: if any articles happen to have identical titles, Zendesk Explore will combine their views/metrics in that table. It's very unhelpful for us, we would want metrics to stay associated with each unique article ID. Would like to hear more from Zendesk on these baffling issues.

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