Help Center / Web Widget Reporting
Hi Explore Team,
Will Explore provide a way to view Web Widget searches and compare them against click-throughs and tickets created, as the standard reporting in Zendesk currently provides?
This would be very helpful to have in the Explore datasets. Furthermore, it would be even MORE helpful to also have visibility to Chats Created. Currently, we cannot see how many Web Widget searches result in a chat, we can only see how many searches convert to a ticket.
Finally, a new and interesting dataset would be to see Article Views vs. Tickets Created, and Article Views vs. Chats Created, via the Web Widget channel.
I could not decide if this was a product feedback or a question, so I posted it in Questions & Answers to find out if it is a planned feature or not. Thank you!
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+ 1 Zac, would be very valuable!
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I should also clarify from the third paragraph that I am interested in elucidating views vs. tickets and views vs. chats for an individual article (not an overall summary of views vs tickets / chats for the entire Help Center). This way we could gauge article effectiveness by a views-to-tickets-created ratio via Web Widget channel.
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+1, especially widget-related activity
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Are there any updates on this ? Search reporting is currently "disconnected" from the rest of Guide/Widget/Chat reporting (certainly not even available via any API), this does not make for conducive end-to-end tracking of ticket deflection analysis. Could someone please update on best practice going forward ?
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Hello Zac et al,
Our Explore development roadmap is set to include Guide and Widget Search data. Unfortunately there is no firm ETA for this addition. At this time, the next datasets that are set for release, related to Guide, are for Team Publishing.
As new datasets are set to launch we will be announcing them in our Announcements section, here.
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plus one here.....
Web-widget looks to be a really useful tool to use...but how can we measure usage?
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+8 for us! this would be super helpful as a metric or even a .csv export from the search reporting section of support!
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We just updated our chat widget and enabled Contextual Help and Web Widget Searching.
All of Zac's request in OP would be so valuable to many!
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Plus 1 here !
I want to know user behavior through Webwidget....
what words users use for search the target articles in Webwidget?
can user resolve his/her question by suggested article or not?
I mean user click solved button or create ticket? -
+1 here. The feature is practically unusable without any reporting available.
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+1 here! It's just essential to know if it's really working well.
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+1 here also. Without seeing what people are searching for and viewing we cannot understand if our guidance material is correct.
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We have been able to utilise Google Analytics events to get some data....
See the dashboard image below
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Thanks for sharing, Mitchell!
While Guide and Gather datasets will eventually be added to Explore (they are not available just yet), we will continue to recommend also utilizing Google Analytics to augment your reporting. It's a very powerful tool, and can be quite helpful in gaining additional insights into user activities.
For those who are interested, here's our guide on Enabling Google Analytics for your Help Center.
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