Zendesk Support & Guide tracking
Feature Request Summary:
Zendesk Support/Explore should have a way to further track effectiveness of our Help Center articles tied to a specific user.
Description/Use Cases:
If a user reviews a guide on canceling a subscription but continues to submit a ticket; how can we track that and see the ticket tied to the submission?
Business impact of limitation or missing feature:
Non-critical for our business. This is more of a want than a need.
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Comentario oficial
Hi Ryan,
User-level tracking is not yet supported by the Guide reporting, however, we're working on a new dataset with more insights to the help center visits. We will be capturing visitors' journeys in the help center and will be able to provide ticket deflection metrics, and other self service performance indicators. The dataset creation is in progress, and we'd like to release it next year, but no concrete dates are set at this point.
In the meantime, we will look into the user-level journeys as well, this level of granularity seems realistic in the case of signed in users of course, as we don't identify anonymous visitors in the help center.
Cheers!
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