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Messaging Web Widget and page url

  • September 26, 2023
  • 2 replies
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Christina14

We are using the messaging Web Widget on our Help Center pages. We want to capture what article / URL the user was on when they opened a ticket from the messaging widget so we can determine which articles require updates. How do we do this?

    2 replies

    C
    Hi Christina,
     
    It appears that you have posted a duplicate for a similar question, I'm re-sharing my response to your previous comment, just in case you missed it. 
     

    There isn't a native way in Explore to get a report on which particular article has been viewed prior to ticket creation.

     

    However, there are three workarounds that might suit your workflow:

     

    • Knowledge base dataset in Explore

      Use the Knowledge base dataset in Explore to see the overall role of the users who viewed the articles published in your help center. If you want to create your own custom report, the name of the attribute is Engagement user role. Otherwise, use the prebuilt tab on the Zendesk Guide dashboard and scope the User role filter to the intended role.

     

    • Customer context in the context panel

      Within the Support and ticketing instance, if you use the Zendesk Agent Workspace, you can see the visitor path, or the Pages viewed, in the customer context in the context panel. This feature displays the web pages, app screens, or help center articles the requester has viewed.

     

    • Google Analytics

      Use Google Analytics to create your own reporting structure. However, Zendesk Customer Support doesn't support this option because the Google Analytics implementation is out of scope.

     

    For related information, see this article: Analyzing your knowledge base activity with Explore.

    Mick11
    • Mick11
    • September 27, 2023

    Hi Christina,

    You may also wish to check out the Zendesk Metadata APIs for messaging that you can use with the Zendesk Web Widget (and mobile and Unity SDKs). You could create a custom ticket field in Admin Center, something like "Page at ticket creation", and use the Metadata APIs to set the value for this field via the Web Widget (these APIs are client side). 

    The article above links to the developer documentation for this with detailed instructions for the set up. Good luck!

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