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Explore: reporting visitors of Guide Knowledge Base

Answered
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Automatic agent

Posted Jan 25, 2021

Hi Support,

I need to track our Guide users (authenticated access) in order to view which articles are read by whom.

At the moment, Google Analytics is not an option, and wonder if I can get the information for Explore reporting.

 

Thanks,

Yoel

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5 comments

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    Brett Bowser

    Zendesk Community Manager

    Hey Yoel,

    [Update: Information on the Guide Knowledge Base dataset can be found here: Knowledge Base Dataset]

    I don't believe you can track by individual users unfortunately but hopefully that helps point you in the right direction!

    Let us know if you have any other questions :)

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    Graham Haire

    Hi Brett - The link in your response is no longer valid.

    One of the features I am trying to do with Guide is the ability to track who has seen an alert either through an acknowledgement process or simply by knowing which users have seen a particular article (the Alert in question).  I browse around for the article above but any help in this regard would be appreciated.

    Graham

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    Dave Dyson

    Hi Graham, I've updated the link in Brett's comment. Unfortunately, I don't think it's going to be able to give you the level of granularity you're looking for. You can create queries showing the number of views individual articles have had, and you can break that down by user role, but not by individual user.
     
    For visibility to our product team, and so others can upvote your suggestion, I'd encourage you to post to our Feedback - Reporting and analytics (Explore) topic, using this Product Feedback Post Template to format your feedback. Thanks!

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    Anastasiia Jacobsen

    Hi Dave! 

    Does that mean, I cannot sort out our company Guide testers that login from personal accounts, from real users?

    Regards,

    Anastasia

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    Jeff C

    Zendesk Customer Care

    Hi Anastasiia,

    Explore does not currently have datasets/metrics that can track this down other than what Dave mentioned above which is breaking down by user role. A good feature to have though and echoing what he said that we encourage you to post in our Feedback - Reporting and analytics (Explore) topic.

    Our product teams review these posts regularly and those with high engagements ultimately gets flagged and possibly gets added as a feature update in the future!

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