Marcus Stein

We're able to track article links, creations, and flags; however, tracking article links (specifically tabulating the number of articles edited by agents) isn't possible in Insights, Explore, or via the API.   As a KCS organization, this is critical information for us to have as we coach & reward agents for regular KB contributions.

At the end of the day, while we are generally happy with Zendesk, this functionality could make or break whether we can stay with Zendesk Guide as our KB platform. (That's not a threat, but some context as to how important this is for us to track agent engagement & KB health.)