Metrics and attributes for Zendesk Guide

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  • Jacob J Christensen

    Will visitor data from Guide/Help Center/Web widget/SDK, including search be available in Explore?

    When I need to report on things like

    • Article discoverability (the percentage of searches that surface 0 results) and
    • Self Service Score (# site visitors devided by # Ticket requesters)

    I currently need to use a combination of Custom reporting in Insights, Zendesk native reporting and Google Analytics and put it all together in a spreadsheet. 

  • Hannah Meier

    Hi Jacob,

    Thanks for your feedback! We are working on expanding our Guide content in 2019 by adding additional datasets. One of the key themes revolves around content consumption. I cannot share any specifics at this time, but I have noted your feedback. Once these new datasets are available, you should be informed via email.

  • Jacob J Christensen

    Sounds good, thank you Hannah!

  • Judd Higgins

    I second this request.  This is a huge void for our analytics/metrics.  Knowing how our customers are using our Help Center is half the battle.

    Can you please give an ETA for when in 2019 these metrics will be available?


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