Help Center Reporting in Explore

Hi Candace,

Thank you for reaching out.

As part of Explore EAP, we currently enable reporting for the following Guide functionality:

• Knowledge Capture, which aims at helping you understand how content is created or used by your team(s)
• Answer Bot, which intends to help you understand how to maximize ticket deflection

In addition, we are planning to release a Team Publishing dataset in October.

And we are planning a lot more reporting around Guide / Help Center next year. One of the key themes revolves around content consumption.

What are the main questions you would like us to help you answer?

Kind regards

Vincent

Hi Vincent, 

Thanks for the follow up! Glad you'll be expanding Guide reporting capabilities further in the future. As a start, it would be great to be able to run reports on views on the individual article level, section level, and category level so that we can see what content is being consumed more than others.

As a layer on that, one of the top questions that we want to be able to answer is how is our content being consumed by different types of users? Ideally we'd be able to look at views (total and by articles) by user segment (which we have setup using a custom user field). In our case, we have Managed service client, Self Service client, Employee, etc.  We need to be able to see which segments of users are using the Help Center and what they’re looking at most.

Another needed feature is the option to exclude views by content editors, so the act of editing/reviewing/publishing is not inflating numbers. 

It would also be nice to be able to specify what we think a view should be. If someone clicks onto a page and clicks away almost immediately, we wouldn't want to call that a successful visit.

Thanks for your consideration,

Candace 

In the current ticketing UI, there is an option to Export # articles created for each support agent. It shows draft & published counts.  Is this also going to be added to explore.  This is a very important way to get a monthly and quarterly look at ownership of articles, growth of KB, and backlog (to be published). 

Mary, can you tell me where this Help Center Data / Articles created per agent export can be found? I don't see it anywhere. Is it only available with Guide Enterprise?

I would love to see the number of articles created per agent, the number of views by article, the number of subscriptions, and the number of votes.  I would also like to be able to filter views by date and by user segment. At the very least it would be extremely helpful to be able to filter out agent views. Additionally, I'd like to be able to include articles that have had NO views within a specific timeframe because it would allow us to know which articles need to be archived or are not easy to find.

We have figured out how to do some of this using Google Analytics and using a custom app, but if it were all centralized within Zendesk's native reporting functionality it would be much more efficient.

We are also interested in reporting that could help us determine how helpful our content is to our customers and how we can improve it. In particular, we want to know bounce rates, average time on page, average session length, etc. We also want to be able to filter by date and compare data to past periods. 

It would be great if we could collect this data through Zendesk rather than Google Analytics!

We would like to be able to capture some information around our Community posts. For example, we are considering decommissioning this feature for low use, but we are literally just adding up the number of comments by hand. It would be great if those were counted the same way tickets are in support.

Any updates about advanced guide reporting?

I would like to also know if there have been any updates. 

Hi Melody, all,

On the Guide side, Team Publishing reporting is planned in 2020. We're also working on the scope and timeline for Knowledge Base & Community reporting, and are planning to share more information in the next few months.

Thank you for your continued patience,

Vincent

Thanks for the update! Can't wait to get all reporting staff released. So much needed.  

Hi Vincent, any news on KB/Community reporting in explore?  Or do we maybe need to wait until Relate?  :)

Hi Lila, all,

As Vincent mentioned a few months back, we have been working on the scope and timeline for Knowledge Base & Community reporting.

We can now reveal that we will introduce Knowledge Base & Community reporting in Explore in the second half of 2020. 

Hope that helps to shed some light on it for you.

Regards

John

Hi John,

Currently it is possible to build in Explore report and show article's titles. However Explore always shows initial title when gooddata can show current title. Will it be implemented in new version?

Also will it be possible to see article section?

Will it be possible to see Team Publishing reports? E.g. how many articles were approved or verified?

I could care less about how many articles my team has published. I care about seeing if any of it is actually useful or viewed by our customers. How will I continue to track article views / comments / at the article level in Explore? If we lose this ability moving over to Explore, this seems like a major oversight. I want to see data similarly to what is currently in insights here: 

Please tell me there will be a way to continue to see this data once Insights is gone. 

We have had to track article accesses and time spent on articles only through Google Analytics.  It would be nice to have this information from ZD.  

@John Costello - will there be Explore reports that provide article accesses from the portal ? Or do most customers still have to grab that data and break it down by author by using ZD API to extract and reconcile that data with GA data?

Hi all, the Knowledge Base and Search reporting tabs (for Guide), and the Community tab (for Gather) are not powered by Insights and won't be removed when you move to Explore.

See John's reply above for information about when that functionality will become part of Explore. 

I hope this helps!

Agree - being able to report off of the views from published articles would be very beneficial so we can track how much our knowledge base is being used and what's getting the most traction.

UPDATE: The first of the Guide knowledge base datasets is now available for early access preview, This will give you page views, article votes information, and more. Read more at https://support.zendesk.com/hc/en-us/community/topics/360001933274

Hey everyone! 

Thanks so much for all the feedback you've given on this issue. We are working on getting Guide Knowledge Base datasets into Explore, this includes specifically the need to report on article usage. 

We are aiming to have this generally available by the end of the year. As always with any updates we provide on timelines within the community, this is a general ETA and is subject to change. After the release of our initial datasets, we will continue to work to expand the scope of Guide data that is included in Explore using the feedback provided here. 

We'll come back once we have another update! Thanks again for helping us build a better product for our customers! 

I am happy to hear that the knowledge base and search tabs for Guide in the Support reporting (shown in Ashley Russel's screenshot above) are not going away. We are not particularly interested in Answer Bot or Knowledge Capture reporting - we care about which articles in our help center are actually being viewed, which ones our customers think are helpful (by votes), which articles aren't being viewed, and which searches aren't returning results (and which searches return too many results). 

Hi @Katherine Arrowsmith and others who've asked. The first of our Guide knowledge base reporting datasets that will give you page views, article votes, and more information are now in early access preview. See https://support.zendesk.com/hc/en-us/community/topics/360001933274 for more information.

We're working on more datasets for Guide, so watch this space!

Hi,

The ability to see searches entered on a guide and in a widget in a report is necessary for account managers to improve the search results for articles.

Seeing customer searches has helped me reduce the number of unnecessary customer ticket creation by using the searches as labels in articles so the customer gets the correct FAQ/guide going forward.

I have not been able to recreate the old Insight "Searches" report in the new Explorer.

Zendesk needs to recreate the "Searches" report as one of the default reports in Explorer or at the very least make the search data available to use in custom reports.

Hi,

Here is another related post about the "Searches" report.

https://support.zendesk.com/hc/en-us/community/posts/360042151414-Ability-to-see-what-users-search-for-via-Guide-Widget-gone-for-new-accounts?page=1#community_comment_1260802947969

Hi Folks, 

Cross posting here for completeness: 

• Community dashboard and dataset for Zendesk in Explore
• The new dashboard and dataset provide insights about the engagement of our customers’ community forums. They can spot the hot topics that are being discussed, and get visibility into who are the most active members in their community.

Regards

John 

Explore Product