Explore Metric Addition - Down Vote, Up Vote, Total Votes


  • Official comment
    Orsolya Forster
    Zendesk Product Manager

    Thanks for all your feedback.

    You're right, the current dataset only provides the net votes (average of upvotes and downvotes) and calculating them separately is not yet possible. As mentioned above by @..., you can fetch the upvotes and downvotes via the help center API.

    Building the same capability for both the Knowledge Base and Community reporting is on our radar, and it is certainly one of our top priorities to include in future improvements. Once I can share more concrete details regarding the roadmap, I will update this thread.

    Kind regards!

  • Graeme Carmichael
    Community Moderator


    I just wanted to make sure that you know that the total votes against each article is a metric that is currently available. You should find that in Explore under Articles Viewed>Article Votes.

    I agree that having both the up and down votes would be useful. 

  • Hi.

    Article Votes has only AVG aggregator. We can't use it to get total amount of votes.
    If we have 10 "+" and 10 "-" that will give 0 votes but not 20.
    How to get this "20"?

  • Gary Mariscal

    Hey @...

    I attempted to create a standard calculated metric with the formula:

    Value(Article Votes)

    And then selected the SUM or COUNT aggregator

    I have not confirmed accuracy. 

  • Aubree

    Hi Mokka Admin,

    As per this article: Metrics and Attributes for Zendesk Guide, the "Article Votes metric" is the average number of votes for your articles. Votes currently reflect the sum of upvotes and downvotes. 

    On your given example, the sum between 10 (positive) and 10 (negative) is 0. That being said, the Average vote will show as 0.

    Sadly, there's not an option or a way to show only the positive or negative votes using reporting currently, however, as per checking with our team, this is something that we are already taking into consideration for our product roadmap.

    For now, you can use our API to list all votes cast by a given user, or all votes cast by all users for a given article, article comment, post, or post comment.

    GET /api/v2/help_center/{locale}/articles/{article_id}/votes

    Your team can export the JSON data and convert it into a CSV file so you can see the actual upvotes and downvotes through a spreadsheet.

    I hope that helps! 


  • Chris Gast

    I agree with my fellow Zendesk users. Without being able to see total votes per article to determine statistical significance, or to calculate a "Helpful Rate" (up-votes/total votes), it's going to prove difficult to rapidly iterate and improve our knowledge base. 

    When will this capability be rolled out?

  • Kelsa Henry

    In agreement with my fellow users,  to say that the logic "On your given example, the sum between 10 (positive) and 10 (negative) is 0" - makes absolutely no sense. This is purely mathematically or what I view as "Net Votes".

    Not Sum or Count.

    What we need to know is how many users/visitors (unique or otherwise) actually interacted/engaged with our articles - in this case 20. In other words, 20 people took time to actually vote whether it be positive or negative. 

    Are we then to say that "the sum between 8 (positive) and 9 (negative) is -1"? As oppose to 17?

    No. The sum should be 17. The Net should be -1. 

  • ingrid MARIOTTI


     I have the same need to know how many people vote positif or négativ .
  • João Pedro Ougano

    Guys, this functionality would be a precious thing for us. The avg is a nice-to-have, but the exact amount of valuations provides me the opportunity to create a whole new world of metrics. 


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