we have multiple questions on metrics available on knowledge created in Zendesk Guide. Specifically we needed to understand the following:
- Is there a way to see a count of how many articles have been PUBLISHED by a specific engineer over a period of time in Zendesk Explore? We know you can create a view in Guide, but that is far from ideal.
- Resolution Article Tickets - when you use this metric, it shows you all tickets that mention an article, regardless of whether the article solved the issue or not. We use no filters and this appear to be the case. How does one actually see the number of tickets that were resolved via submitted knowledge articles in Zendesk Guide? Same question for the Resolution Article metrics - we would want to hear all possible solutions, whether in Explore or Guide. This doesn't appear possible.
- How can we pull a report in Explore that shows all articles sitting in particular statuses (Ready for Review, Approved for Publishing, etc)? There doesn't seem to be option to filter on statuses in Explore or otherwise.
- How do you view comments history in Guide? It appears that when an article is re-assigned, no history of the old comments is maintained, so all older comments are lost and not longer trackable.
Please advise as this is a major impediment to our current knowledge roadmap.