Pathfinder App: Collate data on viewed articles in one area

19 Comments

  • Jonathan March
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    +99. There's another post somewhere about the need to be able to see article usage statistics! (Although this use-case is quite different than Pathfinder's purpose.)

    4
  • Steven Yan
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    Reporting was one of the top feature requests during the Pathfinder beta. We don't have anything concrete planned yet with respect to reporting, but we have a number of ideas on how to use this new type of activity across our products. Thanks for the feedback and keep it coming!

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  • Kimberley Porter
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    Hi Steven, 

    Thank you very much for your response to my feedback. It's very encouraging to hear that reporting was heavily requested during the Beta. 

    I understand the difficulties you face when prioritising developments to a product so I fully expected there to be no concrete answers to my question yet. However if any decisions are made about this request I would love to be kept informed about timelines later on if possible! 

    1
  • Elaine Tan
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    Hi @Steven Yen, 

    Can I check if Pathfinders is able to collate data on viewed articles in one area now? I am keen to have this feature if it's ready. 

    1
  • Megan
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    Hi! Checking in on updates if this is available because we're very interested!

    1
  • Jennifer Haight
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    Seconding all of the above. I'm very interested to see data around Pathfinder. 

    For example, I would like to see which articles our users create a ticket from most frequently. It could be that our article isn't cutting it to answer their question and that's why they're converting to a ticket. Conversely, if there is an article that's viewed often but doesn't convert into a ticket often, that would be evidence that our article is answering questions. 

    2
  • Scott Kinnear
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    I would very much appreciate some reports on this. I am on the Training side of the shop and need averages on large datasets before I commit to creating new articles, lessons, and courses. Thanks ZD! Two basic datapoint that would be useful to be are: 

    Which articles are commonly viewed before tickets are created.

    Which articles are commonly viewed and no tickets are created.

     

    2
  • Sarah Holdgrafer
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    Also would love to get an update on potential reporting for the Pathfinder app!

    1
  • Nicole - Community Manager
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    Hi all - 

    No updates on the Pathfinder App at this time. We've only received a handful of requests for improvements on this, and have devoted our development resources to more pressing functions for the time being. 

    However, if this is something of interest to you, I encourage folks to continue sharing their detailed use-cases and voting on this thread. 

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  • Benjamin Li
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    Definitely a must-have feature with the Pathfinder app! We can then understand which article needs attention (i.e. highest ticket submission rate) or even knowing whether our help center is doing its job or not.

    1
  • Clarissa | Headspace
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    This feature is really great at the individual user level to enhance personalization and support for that user, but to echo much of the feedback here, it doesn't make my job any easier in terms of reporting at a more macro level. If we knew there was a certain category or article landing page that created a majority of tickets to be submitted, we would not only have a better sense of where we could improve our help content but perhaps even the product itself which has a large impact on our company and user experience! There is currently no way to get this data especially working with a CX team across multiple locations. Having easy and fast access to this data would be hugely important for us as we are deciding whether or not to upgrade to the enterprise plan.

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  • Laura
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    Also quite interested in tracking users' flow through our Help Center. As the content person on our CX team, it's imperative for me to understand what article(s) users aren't finding helpful. Our goal is to be more proactive in our service and improve self-service in our users. Would love to be able to track an individual user's path to better understand how to serve them. I really hope ZD considers implementing a way for people to view pathfinder data soon. 

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  • Matt Farrington Smith
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    Adding my voice to this request too. Would be a very useful implementation!

    What's the latest on this, likely or not so much?

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  • Nicole - Community Manager
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    Hi all - 

    Thanks for the feedback, and please keep it coming! The primary manager of this app is out on paternity leave, so I'm working on determining who is handling his area in his stead. It may take a few days, but we're working on getting an update for you. Standby. 

     

    1
  • Smckinney
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    Is there an update on the higher level report functionality from Pathfinder? Add me to the list of people looking for this feature! Also curious to know if it integrates with other addons and plugins. We use Solvvy at the moment to help users self service. Would pathfinder report back this insight, even to individual agents when answering tickets?

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  • Matt Farrington Smith
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    Last update from Nicole sounded positive but that was back in July now. Anything new?

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  • Nicole - Community Manager
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     Hi all - 

    Apologies for the delayed response. Unfortunately no additional work on the Pathfinder app is currently planned. It may resume in the future, but we won't have any updates in the next several months.  

    Part of the reasoning for this is that the product managers reviewed this thread and found that most of the reporting being discussed here is already offered either by our existing Help Center reporting or Google Analytics. 

     

    We also recommend Pendo as a partner for collecting additional information such as some of the requests indicated in this thread. 

    If you have specific questions about how to report on things, I encourage you to post those questions in the Insights & Reporting Q&A topic, and other users and Zendesk Customer Advocates can help you figure out how to report on the data you need. 

     

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  • Kelsey H
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    Chiming in on this- even if it's available in Google Analytics, I hate having my data split out like this. Would much rather have everything in one place. 

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  • Brett - Community Manager
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    Thanks for taking the time to share this feedback with us Kelsey!

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