Question
Is there an access log for the help center to know which user looked at which article?
Answer
You cannot see which particular user viewed an article in your help center. However, three workarounds might suit your workflow:
Knowledge base dataset in Explore
Use the Knowledge base dataset in Explore to see the overall role of the users who viewed the articles published in your help center. If you want to create your own custom report, the name of the attribute is Engagement user role. Otherwise, use the pre-built tab on the Zendesk Guide dashboard, and use the User role filter to filter the role of your choice.
Customer context in the context panel
Within Support and tickets, if you use the Zendesk Agent Workspace, you can see the visitor path, or the Pages viewed, in the customer context panel. This feature displays the web pages, app screens, or help center articles the requester has viewed.
Google Analytics
Use Google Analytics to create your own reporting structure. The Google Analytics implementation is out of scope for Zendesk Customer Support.
For related information, see this article: Analyzing your knowledge base activity with Explore.
3 comments
Katie Gear
Hi, I was testing the second option and was able to see the recent activity and pages viewed of users who had submitted a ticket in the past, but was unable to see the activity of active users who have never submitted a ticket. I know there are users actively viewing our help center because it says they had logged in recently but there wasn't an option for me to see which options they viewed. Is this an intentional part of the design? And if so, why?
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Christine Diego
You can use prebuilt Knowledge Base dashboard that helps you understand how often your Help Center articles are being viewed, which articles are being voted up or down, and more. For more information you can check this article Analyzing your knowledge base activity with Explore.
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Rebecca Katz
Are there limitations to when the customer context page shows page views? Does it depend on where they open the ticket from?
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