Feature Request: Deaggregate Article Section Title attribute
Feature Request Summary:
Zendesk Explore should de-aggregate the Article Section Title attribute for Guide.
When using Explore, the Article Section Title attribute will aggregate articles if they are from disparate sections in Help Center which share the same name. This makes it tricky to correctly build reports due to there being no Article Category attribute available in the Guide dataset.
Example: Article 1 lives in Section "How-to" with Section ID 12345. Article 2 lives in section "How-to" with Section ID 67890. When using the Article Section Title attribute filter, both will show on your report.
The above example is an issue if those article sections live in multiple categories. For our team, we build dashboards per team, which have their own knowledge content. Most have an "Other" section in their category.
Business impact of limitation or missing feature:
Users in Explore may not be immediately aware of the aggregation. The only way to work around this would be to use Article Section ID attribute (which takes more time), or by building a custom attribute (which can be overly complex in certain situations).
we have the exact same usecase - multiple sections called "Tips&tricks" to different subjects which we cannot evaluate independently of each other. It would be great to add the possibility to deaggregate these.
Thanks a lot!
Please sign in to leave a comment.