• Desy

  • 4 novembre 2020 04:32

  Hi! I am facing the same issue here, there is discrepancy on the numbers. May I know when this will be fixed? or did I miss out on anything? 

• Monika Kovacic

  • 4 novembre 2020 11:57

  Zendesk Product Manager

  Thanks for reporting this Barb and Desy! 

  Barb Are you using other channels besides Help Center - Mobile SDK or Web Widget? 

  Desy do you see a higher number of views in Explore compared to Google Analytics as well? 

   

• Barb

  • 4 novembre 2020 14:37

  Hi Monika Kovacic, 

  Thanks for your response! We do use the Web Widget as well as the Help Center. 

  I am trying to understand what info is presented, as I would love to be able to gather all my Zendesk reports via Explore (VS. having to use Analytics - I hope ticket deflection gets added in the future!). 

  Thanks again!

   

   

• Desy

  • 5 novembre 2020 03:38

  HI Monika Kovacic 

  It is actually higher on our GA then the Knowledge Base report. 
  
  
  

• Barb

  • 17 novembre 2020 20:14

  Hi Monika Kovacic,

  Just following up on this one. Do you have any updates, or suggestions regarding the discrepancies? 

  Thank you for your time!

  Regards,

  Barb.-

• Barb

  • 5 janvier 2021 16:45

  Hi again, 

  Just following up to see if there were any updates. 

  Thank you!

  Barb.-

• Monika Kovacic

  • 6 janvier 2021 09:15

  Zendesk Product Manager

  Hi Barb

  It basically comes down to the tools being different. We checked our way of recording page views (this is not unique page views) and believe that they reflect how many views you actually got. It is top of mind for us to be reliable with page views, and we invested heavily in developing a new mechanism to do this accurately. 

  Our recommendation is that you should be careful when comparing the page view data across different tools, and rely on comparing overall trends instead. 

  If your top 10 articles, for instance, are different, or you see that the overall trend from month-to-month is conflicting, then please let us know and we're of course happy to look further into things on our side. 

  Thanks so much! 

• Barb

  • 6 janvier 2021 16:17

  Hi Monika Kovacic

  Thank you for getting back to me. 

  My goal is to use 1 tool only when possible. So I just need to know if Explore is currently reliable enough (since it is in EAP ) to use it as my main KBA reporting tool.

  So, as per your recommendation, do you feel confident that Explore is ready ? (I am asking since I understand this is EAP). 

  Thank you again!

  Regards,

• Monika Kovacic

  • 7 janvier 2021 09:35

  Zendesk Product Manager

  Hi Barb

  Yes, we are confident in the current state of page views which Explore shows, and will also be releasing it soon (Look out for it in our announcements).

  Just a friendly reminder, I'd hold off creating too many custom queries as you might have to redo some of these after the release update kicks in, and also expect that the pre-build dashboard slightly changes. 

  Thanks!

• Barb

  • 7 janvier 2021 15:32

  Perfect! And understood about the queries. Thank you, Monika Kovacic

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