Zendesk Guide 的指标和属性



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Rob Stack

Zendesk Documentation Team

已于 2025年3月28日 编辑


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72 条评论

Thanks Noly, i can see that now however, the use case that i'm faced with is i need to pull a report of all the articles that we have published with the following columns/fields

-Title

-URL

-Created date

-Last updated date

Under the dataset above, there is no metric available for "Published articles" & under the dataset that has the metric for "Published articles" there is no column available for "last updated date"

Any ideas?

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Hi Matthew,

The "Time – Article last updated" is an attribute under the Knowledge Capture dataset.

Hope this helps.

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The metric for "Time – Article last updated" doesn't seem to be available to me within explore when building out a content health report, does anyone know where i could find it or if it has been removed/replaced with something else? 

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Hey Judy,
 
The created articles metric in the Knowledge Capture dataset is specifically for articles created using Knowledge or the Knowledge Capture app in a ticket while the articles created metric in the Team Publishing dataset is just the number of articles that have been created. If you are just looking for articles created regardless of where it came from I would use the Team Publishing dataset.
 
Let me know if you have any further questions.

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There are 2 types of created article metrics, one in the Team Publishing dataset (Articles created) and one in the Knowledge Capture dataset (Created articles). What is the difference between the two? They appear to show different results for the same time period. Which would show me the total number or articles an individual created in a specific time period?

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I'm noticing a weird discrepancy in tracking upvotes and downvotes via the OOB Zendesk Guide Explore dashboard.

The core question is, in the data filters list, what is the difference between selecting Article upvotes (or downvotes) and Article votes? Logic suggests to me that Article votes means "articles with votes for the given period" -- which should necessarily include all articles with either upvotes or downvotes, and sorting should follow accordingly. Does that not make sense?

In the example below, I am interested in what articles had upvotes and how many upvotes they had, ranked by descending upvote count order. Yet, I end up with significantly different data when I filter by Article upvotes vs Article votes. The former displays way more articles having upvotes than the latter, with total upvote count shown in the table significantly exceeding the Article votes filter (136 vs 80). In the example you see just one extra article suddenly appear in the top upvoted list, but many more follow down the table.

 

On the flipside, we see exactly the same inconsistency reflected when looking at downvotes.

How is one to make heads or tails of this? Nothing in the reporting interface or documentation (that I have been able to find or interpret) provides any helpful information.

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Hi,

I need some help in refining our help center usage metrics. Almost all the articles in our help center include a table of contents that we create using the h4 tag, for example: <h4 id=Introduction>Introduction<h4>.
If a customer accesses an article with a table of contents, the URL changes as the person scrolls up and down the article.
The problem: every time that the URL changes as a result of a scroll, the data is being captured in our stats as if the customer viewed this section explicitly. We would like to capture this data only when the customer clicks explicitly on the section name in the table of contents and not as a result of scrolling. I think this will be much more indicative of the customer's interest and activity.
I would love some guidance on how to implement this. Thanks so much in advance.
Dganit

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Hi Gavin (sorry, your handle is not coming up after the @ here for me). We haven't been able to resolve this with any OOO reporting on Zendesk itself. Seems the best you can do is be disciplined at the end/start of each month about recording the number of published articles at that point in time, then do your own charting and math separately. You also won't be able to look at this earlier than the month you start from since a snapshot in time for this count is not available in ZD reporting.

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Hi Orsolya Forster Joel Sandi

I'm also in need of the ability to count published articles per month and see that growth over time.  Not the publishing event - but the actual count of total articles available on our help center.  Did you ever come up with a solution for this?  So far all my attempts have resulted in a count of publishing events.

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I have been trying to find the definition of different Click through Rates (CTRs) through the different channels. Web widget and Help desk seem pretty self explanatory, but the Agent Workspace CTR is giving a very low CTR to what I expected.

Does this CTR count through the number of tickets and count the number of times the knowledge base is accessed from tickets to determine the CTR.

OR

Does the CTR count the number of times that we link to the knowledge base through tickets and then count the number of times that these are used.

Any help would be appreciated.

Cheers,

Finn

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