Who is reading my articles?


6 Comentários

  • Skip Moore
    Zendesk Team Member

     You are correct we don't have a way of tracking the articles read by a specific user. You can use a 3rd party tool and push that data into it. Then build a app to access that data, it would be possible to see that kind of data. 

  • Nicole Saunders
    Zendesk Community Team


    You can use Google Analytics to see how many times a page has been viewed. This won't tell you who the exact users are, but you would get an idea of the traffic for a given page. 

    I'd also encourage you to look into the Pathfinder app, which allows your agents to see which Help Center articles and community posts customers have viewed and searched for prior to submitting their support requests. This helps your agents avoid providing customers with repeat information. 

    Finally, there are third-party products such as Pendo that will allow you to track that kind of usage across your site. 

    Hope that helps! 

  • Stuart Chivers

    Thank you, both. In a similar vein, is there a way to see who is contributing to the community? I wanted both to be elements in a gamification model. 

  • Nicole Saunders
    Zendesk Community Team

    Hi Stuart - 

    You can see who has voted or commented in the community a little more easily; this is exportable via the API.

    For that, here's a Beginner's Guide to the Zendesk API. The specific endpoints you want can be found here

    Just to see who is reading will be similar to your Knowledge Base - you'll have to use Google Analytics or third party tools that sit on top of your Help Center to monitor that traffic. 

    What tools are you looking at to implement gamification in your HC? 

  • Adam Bilsky

    Is there a way to at least filter out views of articles I've written so that my own views are not counted?

  • Brett Bowser
    Zendesk Community Team

    Hey Adam,

    If you want to filter out agent views or your own views then you'll need to enable Google Analytics and filter out by IP Address or something similar.

    There wouldn't be a way to filter agent views natively.

    Let me know if you have any other questions!


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