Reporting on Help Center categories & sections

7 Comments

  • Douglas Galbi
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    In Google Analytics reporting, go to Behavior -> Site Content -> All Pages, enter /hc/en-us/categories/ in the filter box. See attached pic. 

    For sections, use /hc/en-us/sections/

     

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  • Jill Vanoncini
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    Thanks for the response, Douglas, but I'm looking for data on traffic to *all* of the pages within each section or category -- the articles in the section/category as well as the section/category landing pages. The method above just gives data on traffic to the landing pages.

    Since all articles are lumped into a single articles directory in Zendesk, it doesn't look like there's an easy way to get this data, but I'm wondering if anyone else has developed a method for reporting on this.

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  • Douglas Galbi
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    Ok, I understand. With historical data I think you would have to export the Google Analytics counts for the article list (/articles/[0-9]*) and then construct a database lookup to sum the pageviews by category and section.

    Going forward, you could set up Google Analytics custom variables to differentiate the pages by category and section. But then if you used the Zendesk "manage your articles" interface to re-arrange articles, you would have to change your Google Analytics custom variables.

    Alternatively, a curious feature of Zendesk article URIs is that Zendesk ignores anything after articles/[0-9]*-, so

    https://support.zendesk.com/hc/en-us/articles/203921223

    works just like

    https://support.zendesk.com/hc/en-us/articles/203921223-solving-intro

    So in your help center template, you could rewrite links to include category and section after the dash. Of course that would be a PITA, and if there are already offsite links to the article URLs without the extension, you'd miss that traffic.

    Good luck.

     

     

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  • Jill Vanoncini
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    Thanks Douglas! Getting the historical data isn't critical, so we'll look into including the category and section in the URL, after the article number. 

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  • Douglas Galbi
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    Adding category and section parameters to the URL will require some technical effort. For a non-technical approach, you might consider adding the category and section to the article titles, e.g. title of article < Section < Category

    The article title is used as the page title. In Google Analytics, so you can easily filter on the page title. 

    So if you have a common token in article titles by category/section, you can group them by that. 

    I remember about two decades ago Microsoft's knowledge base articles had a title starting with KB-(a number). For extra geek humor, you could append to your titles KB-category/section code - random obscure number.  That would be really funny, and you could use it to get easily the statistics that you want!

     

     

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  • Krista Ziegler
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    Is there a way to report on the top 10 categories of tickets for the previous week?  I'm having a difficult time finding anything or even building one out.

     

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  • Nicole - Community Manager
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    Hey Krista -

    Can you clarify what you mean by "categories of tickets"? In the post above, categories refers to those found in the Help Center, and they're dealing with website traffic analytics.

    What are you using to categorize your tickets? Tags or custom fields or something else?

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