Ability to Report on Help Center Content

5 Comments

  • Jennifer Eolin
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    Agreed! Right now we have to do everything via Google Analytics. It would be lovely to have a dashboard in Insights that agents can call up to see and gauge what End Users are looking at (which can indicate problems that haven't been reported via a ticket yet). 

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  • Nicole - Community Manager
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    Jennifer, are you specifically seeking different information from what is in Google Analytics, or is it just that you want it to live within Insights instead of logging into Google Analytics? 

    I ask because Google Analytics is such a powerful tool - it doesn't make a lot of sense for us to try to rebuild something that already serves the purpose and does so quite well. But I do understand the desire to live in just one ecosystem, so if it's just a matter of not wanting to log in to another system, a potential solution would be finding ways for Google Analytics and all of the other reporting to come into one system as opposed to trying to build entirely new reporting. What are your thoughts on that? 

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  • Eric Heeder
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    My original question is seeking reporting on the actual article content, titles, and categories. Zen Desk already allows us to pull reporting based on Help Center search inquiries, but not of the actual article content.  I pull a monthly review showing all searches pulled, identifying zero result searches that allow me to build and focus on needed content.  The report I am looking for would provide me a list or spreadsheet of the articles within each of my categories, quick glance.  This is not an out of the box feature Zen Desk Help Center currently offers and i'm having to manually keep an excel tracker and update it with each new article.  

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  • Alexander Rexroad
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    Eric,

    I am having the same problem while attempting to update our Learn Center content en mass.  It does not appear that Zen Desk has a way of producing a report on content created in their interface or much in the ways of content management within the platform.

    It should be an easy report to offer as each article has it's own location and metadata associated to it.  I would imagine any enterprise organization will run into the same issue / problem eventually using this tool.

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  • Brett - Community Manager
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    Hey Alexander,

    Explore is the official reporting platform we will be offering in the future and Guide data is something our Product Managers are already looking into. Currently, our Explore team is looking at Answer-bot and Knowledge Capture data with more datasets becoming available over time. You can take a look at the following feedback posts related to this functionality with Explore here:

    I encourage you to add your feedback to the Help Center Reporting post for our Product Managers to review.

    Thanks!

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