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Explore Metrics: tracking more detail on users accessing help center
Publicado 23 de abr. de 2024
I am wanting to track more information about our end-users who are accessing our help center. We have customers coming to our knowledge base from various customer-specific sites, and we want to track which organization is utilizing our help center, viewing which articles, using the search function, etc. I have not found a way to track this in Explore. Is this an existing functionality? How do I add this metric to my Explore dashboard?
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Arianne Batiles
Hi SciShield Support
Regarding our reporting capabilities for search, currently, we can filter by the role of the person searching, such as agent, logged-in user, or Anonymous (end-user), and also track the specific articles searched for.
However, the functionality to identify details like the user's organization or origin is not natively supported in Zendesk Explore at present. If you’re looking for the metrics and attributes currently available for reporting on search activity, you may check it here. Additionally, for a more granular analysis, you may also consider Google Analytics to be a valuable tool to integrate with your current setup. It can provide a deeper dive into the metrics that are not readily available within Explore.
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