We would request the native ability to report on specific end user identity of specific articles viewed in the Zendesk external help centers.

Use Case:

Having native ability to see the specific end user actions within the Guide help center from within an Explore report would allow us to connect and solicit feedback easier from specific customers as well as identify/parse out testing activity. 

Business impact:

Native solutions inside of Zendesk that can be controlled by an admin allow for less development work and swivel time. This data would allow for our business teams to make more impactful decisions.

Current workarounds:

Currently, only role level reporting is available within the Explore Guide dataset. Within Support, there is the customer context tab which shows articles viewed, but this is not tied into Guide / Explore reporting. It may be possible to have a Google Analytics  or other integration, but then the data is inside of a different system. Having the native ability to have this insight (and to be able to drill into this data) would streamline reporting. 

What we would wish instead:

Have the native Zendesk ability to report in Explore on articles viewed/upvoted/downvoted by specific end users without any integration or data living in other systems/platforms.