Exporting help center data to CSV


7 Comentários

  • Vladan Jovic
    Community Moderator

    HI Paul, it's possible to export articles from a knowledge base. This tip about macros exporting will help you:


    The difference is just an API endpoint, for articles you need to use:

    • GET /api/v2/help_center/{locale}/articles.json

    Documentation https://developer.zendesk.com/rest_api/docs/help_center/articles


  • Paul Margiotis

    Thanks so much, Vladan! It worked! \o/

  • Vladan Jovic
    Community Moderator

    Thanks for the feedback, Paul! Glad to hear that! 

    Let us know if any other issues ;) 

  • Andres Barraza

    Any progress on exporting article data? We'd love the ability to export a log of changes by author so we know our output and how much content is updated on a quarterly basis.

  • Ben Van Iten
    Zendesk Community Team

    Hi Andres Barraza,

    There is still not a prebuilt Zendesk tool that can export articles to a CSV. Here is a link to another Community post with a custom process: https://support.zendesk.com/hc/en-us/community/posts/360004281807-How-to-Export-Zendesk-Guide-Data-as-CSV

    This is probably not exactly what you are looking for, but I'm just trying to find anything out there that might get you there.

    I hope this is helpful!

  • Andres Barraza

    Thanks for that Ben Van Iten. I already use the Help Center API to export all our articles and their IDs, published dates, etc. but it doesn't help with performance tracking.

    What we need, as I'm sure other Support and Support Content type teams do, is a way to track activity within our Help Center Guide. One use case is showing the value of a single writer on our team and their raw output, which would be solved by allowing us to export a CSV report of all Publish instances to articles in a given help center. I'm currently copy/pasting dates from the Knowledge History section of Guide Admin to a spreadsheet I can give to our leadership to show how many articles I've created and updated in the last quarter. This work is taking up time my peers and I don't have and isn't even giving us a full picture of the work we do in Zendesk. Even worse, the UI for Guide Admin doesn't actually let me copy linked text, so I'm manually writing out every article title I've updated this quarter in my report because only the date can be copied from the Zendesk dashboard.

    Ideally, I should be able to go to History, filter by user and action and just export. Y'all already have this data, all we need is a way to export. 

  • Dan Cooper
    Community Moderator

    Hi Andres, 

    There are some reports that might help here, though the reporting is a bit behind in this space.  If you happen to be on an account that has Zendesk's old reporting platform Insights, and you are a Guide Enterprise customer, you should have a Team Publishing tab on your Insights (View Only) dashboard. This can get you started with some metrics around article edits, publishes, creations, etc.  

    It would make sense for this data to migrate to Explore before Insights is removed early next year, but there is currently not an API to capture this data and Guide data is currently scattered in many places as it sounds you've found for yourself. Just in case you haven't found all the sources I have here are a few places to check: 

    • Explore - Answer Bot and Knowledge Capture data is largely available here
    • Insights - Team Publishing, Knowledge Capture
    • Support > Reporting Screen - Article Views, Searches & Click Through (You need to setup Google Analytics or something else otherwise)
      Guide Admin - History, Revisions - You called it out in your post, this isn't ideal and needs to be better. 
    • Sunshine Events - The Guide Events App is in early access and there is a way for you to start seeing when a user looks at, searches, clicks, and does a bunch with articles.  This is something to watch, but not something I've seen for agents yet. 
    • Help Center API - Compared to the support API, it doesn't have some of the options I'd expect like audits, bulk operations, or enterprise features.  It sounds like you are using this already.

    Hopefully some of these will be helpful, if not maybe they'll help the next person until reporting in this space gets better. There is some effort being targeted for better reporting in this space as Insights goes away, so I'm hoping that makes Explore a better landing spot for a lot of this data. 


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