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Add ability to track KB article edits in Explore
Publicado 17 de fev. de 2020
We're able to track article links, creations, and flags; however, tracking article links (specifically tabulating the number of articles edited by agents) isn't possible in Insights, Explore, or via the API. As a KCS organization, this is critical information for us to have as we coach & reward agents for regular KB contributions.
At the end of the day, while we are generally happy with Zendesk, this functionality could make or break whether we can stay with Zendesk Guide as our KB platform. (That's not a threat, but some context as to how important this is for us to track agent engagement & KB health.)
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5 comentários
Kalle Windefalk
+1 Agree
Even tho it is possible to report on article edits in insight, insight is closing down in february.
Please implement this metric in Zendesk Explore
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Rob Stack
Hi Marcus and Kalle. We recently introduced the Guide Team publishing dashboard for Explore which allows you to report article edits (and more), just like with Insights.
For details, see https://support.zendesk.com/hc/en-us/articles/360002003187 - Thanks!
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Kalle Windefalk
Thanks @...! I was looking in the wrong dataset. This is great! =)
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Vitalii Zhidkov
@... what about article comments and content queues reporting? Do you have plans to add it? For example # of end-user comments for specific article?
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Rob Stack
Hi @..., while there are definitely plans to further enhance Guide and knowledge base reporting, I can't speak to any specific plans at the moment. Please consider following our announcements section at https://support.zendesk.com/hc/en-us/sections/200623776 to be the first to know when updates happen. Thanks!
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