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Please make end-user article views and other activities available through the Zendesk API
Posted Jul 25, 2022
Was this functionality omitted on purpose and, if so, why?...or was it an oversight?
I am able to get all of the other data I need via an API integration that I built, except for this one piece. Article views...the number of views and who the end-user is that's viewing the article would be hugely beneficial to our company...and I am sure to many other companies as well. This would allow us to better understand where we're gaining traction and where we can improve. As far as I'm concerned, anything that is reportable in Explore should be available through the API.
Thanks!
Tom
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5 comments
Lucas Garlepp
Agreed - would be great to have!
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Greg Katechis
Hi Tom! Great point, I'm sure lots of people would love to see this functionality. What I recommend in situations like this would be to use Google Analytics and we have documentation on how to set that up here. I'll also move this post over to the help center feedback forum so that the right people have eyes on this.
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Carlos
That's a good point, this property should be in the Zendesk articles API. I am currently trying to get the most viewed articles and present it on an external website via API. Is there another alternative ?
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Alan
+1 - we'd like to use this data in analytics dashboards without having to manually update it.
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Jake Bantz
Hi all! These decisions are often made as data needs to be aggregated for user activities on an item like an article and digested specifically for Explore while also not impacting the front-end performance of Guide. Constantly updating something like an article record for each view (where there can be many per second) could have unwanted impacts, so we direct the data to our reporting platform which can handle such events.
I did want to highlight that a recurring export option is coming from our Explore team later this year which would hopefully solve for making the data more portable. You can read more about that announcement in Exporting datasets from Explore (Beta). The hope is that this can give the unified experience you're looking for to access your data while not having to resort to feature specific endpoints.
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