Tracking User Article Views

10 Comments

  • Samantha Flaherty

    Hi Darren,

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

    Thanks,

    Sam

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  • Chris Nordman

    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.

    0
  • Chris Nordman

    *et.

    0
  • Campbell Hore

    Hello Darren,

    Did you find a solution in the end?

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

    1
  • Diego

    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?

     

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  • Jessie Schutz
    Zendesk Team Member

    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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  • OFFICERS (EMEA Reseller)

    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 Bowser
    Zendesk Community Team

    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!

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  • Wen

    Hi it seems that the Pathfinder app is no longer available. Can someone please confirm this? Also for similar use cases, as of year 2020 going into 2021, what's the best solution to get analytics about how Help Center FAQ articles are being consumed by our customers etc.? Thanks!

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Wen,

    I can confirm the pathfinder app is no longer available which and is not in the Zendesk Marketplace. We recognize that surfacing customer path-before-ticket is certainly useful for support agents! 

    I’d like to encourage you to sign up for the Sunshine Guide Events app here - with this app, agents can see the 10 customer events that occurred before creating a ticket and then events after the ticket was created. You can find more information about the Guide Events app here.

    The visibility of these events is currently in the early access app stage for now, but we're planning to include them in the Interaction History soon.

    Best regards.

    0

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