Tracking User Article Views

8 Comments

  • Samantha Flaherty
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    Hi Darren,

    Have you looked at tracking this through Google Analytics? Does the 'Behaviour Flow' area cover this detail for you?

    Thanks,

    Sam

    0
  • Chris Nordman
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    Not sure if you found this already but we use https://www.zendesk.com/apps/pathfinder/ and it has helped us understand what the user read prior to submitting a ticket.

    1
  • Chris Nordman
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    *et.

    0
  • Campbell Hore
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    Hello Darren,

    Did you find a solution in the end?

    We have a broadly similar requirement so I am wondering how you got on?

    0
  • Diego
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    Hi, 

    i've cheched pathfinder app but have a big limit, it can only track 30 minutes before and after a request is submitted by the end-user. If an agent reply in more than an hour pathfinder data are not visible anymore.

     

    Any siggestion about another app for path tracking of end user?

     

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Diego!

    The app tracks the user's actions in your guide for 30 minutes before and after they submit their ticket, but that information persists in their ticket, no matter how old the ticket is. So you don't need to worry about losing that information!

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  • Jean-Sébastien Catier
    Comment actions Permalink

    Does anyone know a way to track this in a report ? : users that looked at a Guide article before submitting a ticket.

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  • Brett - Community Manager
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    Hi Jean,

    As far as I know there is no way to pull this information into a report unfortunately. However, there's an app available that will track the Help Center articles a user has viewed before submitting a request. You can take a look at our Pathfinder app by clicking the link I attached.

    You may also be able to track some of this information by enabling Google Analytics within your Help Center.

    Hope this helps!

    0

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