Filter out internal/agent views when reporting on Help Center article views

28 Comments

  • Jason Maynard
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    Hey Josh,

    Just to follow-up on this after our last chat. This need has come up in feedback several times now. I don't have an timeline as to when it will be implemented, but it seems like it would be valuable for a lot of our customers. I'll keep it in mind as we continue to update the instrumentation and reporting for help center. Thanks again for the feedback.

    Jason

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  • Marla
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    +1

    We really need this ability as well. Our internal agents are in the helpcenter all day long so it would be great to be able to filter out our internal users.

    2
  • sam.siebert
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    +1 Agree, Although I would really love a filter as looking at internal would be useful to see who is using the help centre by user group.

     

    In the meantime, is there a way to see unique user by article?

     

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  • Jami Caruso
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    +1!

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  • Merav B
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    Hello

    Is there any update on this capability for Help Center since January?

    It would be great if you could provide this filtering to make search and views stats even more useful.

    Thank you very much

    1
  • Heather R
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    +1 for filtering! Even if it was just at an exclusion at the IP level like Google Analytics allows.

    Our stats are really off to begin with. It shows what people searched and the number of results. Sometimes it shows 0 results but when I search the same term I get plenty of results. ???

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  • Floor Belle
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    +1!

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  • BiancaSoliz
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    +1!

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  • Federico Olmus
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    Jason, any updates on this feature request?

    It would also be very useful to filter knowledge base article views by language. In order to see if articles perform the same in different languages.

    I'll keep an eye on the thread.

    Thank you all!

     

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  • Maggie St. Clair
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    +1

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  • Lucho Molina
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    +1

     

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  • Sally Sprunec
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    +1 on filtering out the agent views

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  • Carlos Soares
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    3 years have passed and we are still waiting for this feature :(  

    Without this feature, the Help Center stats mean nothing. 

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  • Brooke Wayne
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    I cannot strongly stress how much I would love to see this feature request followed through. 

    It makes it hard to calculate my self-service metrics for our Support department if internal usage is also being tracked. Even if it's just isolating IP addresses, anything close to this would make an impact on the accuracy of my numbers! 

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  • Dennis Claes
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    +1 

    We just started building and publishing our knowledgebase a month ago and it's hard to see which pages are most popular.  When you have 10 000 views on a page, your internal views are negligible, but when your page has 20 views ... you kinda want to know how many of those views are customers.  :-)

     

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  • Tim Shaw
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    Agreed, this would be extremely useful!

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  • Steve Lawrence
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    +1 on this. It's impossible to get a true view on how often our pages are being viewed by actual end users at current which feels like a very basic requirement

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  • Daniel Martin
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    +1 Yes Yes Yes............VERY useful!

    how can you get a truly accurate impression of whether our knowledge base is getting to the required audience?

    With a new knowledge base comes the need to make sure we are advertising/pushing it effectively with our customers etc .

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  • Merav B
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    We are using Google Analytics, and we filter out our internal network from there. 

    I can't see search terms on Google though, which is only available on Zendesk reports.

    It would be useful to know what real users (not internal) are searching for.

     

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  • Nicole - Community Manager
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    Hey Merav - 

    Have you used Google Search Console? That is what we use to look at search terms. 

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  • Sven Cune
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    Hi Nicole, 

    This thread was started 4 years ago now. Do you know if there are any plans to implement this feature in the mean time?

    Thanks!
    Sven 

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  • Laura Sligh
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    I'd also like info on whether this has been put into the development roadmap for Guide.

    It's useless to us to lump internal users vs our clients when looking at knowledgebase metrics - we need to know if our clients are using the knowledgebase platform, not our own agents. We would upgrade to a higher level of Guide but first need to prove to upper management that it's even being used by our client base. Otherwise, we'd be better off building our own knowledgebase and setting up Google Analytics. 

     

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  • Nicole - Community Manager
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    Hi Sven and Laura - 

    This does not appear to be on the roadmap at this time, but Google Analytics is a good workaround. That's what we use for the Zendesk Help Center. 

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  • Brooke Wayne
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    @nicole: 

    Although Google Analytics can help with web browser views, the issue is that for me, we also want to track data from the web widget and from mobile sdk too. This is not possible to connect with Google Analytics as far as I know, unless that has changed? Can you clarify more on this?

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  • Aswin Kannan
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    @Nicole - I'd like to use the Google Search console, but I'm unable to verify using any of the methods. How do you verify the Zendesk Guide with Google Search Console?

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  • Nicole - Community Manager
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    Hey Aswin -

    Our web team set that up for us. But I'll ping them and see if one of them can weigh in for us! Standby.

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  • Nicole - Community Manager
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    Hi Aswin -

    Apologies for the delayed response. I've been directed to share this link with you:

    Verify your site ownership - Search Console Help

    Let us know if that resolves it or if you have additional questions!

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  • Chris Billman
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    Such a basic feature request yet after more than four years and dozens of requests it's not even being considered.  Disappointed yes, surprised, no. 

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