Sally Anne Dishong

Thanks for your response, Thai! Our Customer Support team is currently evaluating the use of the bots and your experience is helpful as we continue our research.

@Thais Souza da Silva - Thank you for sharing your experience with the bot. I'd like to follow up on your post and question about the weird behavior. Is your screenshot an actual response…or have you edited it to use the “example.com” and “company.com” domains as placeholders so as not to share the actual URLs? And also, is the bot responding in English to a question in another language?

I'm seeing a comment box asking me to take a survey in French, when I am viewing the HC in English and my browser language is English…that's never happened before this HC theme update. What's up?

Can you provide more details about how this new Guide feature works? I am concerned that it may remove something that is needed for our customized theme. What is deemed as an "unnecessary style"?

• Introducing the clean up styles button in the source code editor, which removes unnecessary styles

Hi Mike, I've done some research of other online comments about the discrepancies  and it seems it is inherent to the new way GA4 tracks users and events that is often causing the numbers to be lower over the same time period when compared to UA. See this article for one example of the analysis: https://searchengineland.com/ua-vs-ga4-metrics-key-differences-429093. Since we are stuck with GA4 now, I'm looking for any input from other community members on whether they are seeing a difference in their self-service scores when comparing UA vs GA4 data, and if so, are you adjusting your "benchmarks" or goals for your score? Thanks. 

Hello Ashley, Jennifer and all - we are beginning to calculate our self-service score (we are a B2B company with 3 Help Centers with several hundred articles in each HC). In comparing our scores using GA4 data vs. "old" UA data, we're seeing that our users numbers are much lower in GA4 (by half in some cases). Obviously, this greatly impacts the score - and not in a good way. With the same number of tickets from Explore, but half as many reported users in GA4 our score is much lower.  Is anyone else encountering these difficulties? Do you have any guidance on how we might adjust our expectations to account for this difference? Thank you! 

Thank you, Gab. So...the examples are for deleted articles. We generally do not delete articles as our practice. Is there a similar way to redirect archived articles as well?

Also, does this code work for archived articles as well as deleted articles?

We are considering using this edit in our theme code. I have a related question...does anyone have a tool we can use in Zendesk Help Center to find broken links? 

Thanks Gorka, I'm seeing the new feature in our account this morning.