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Article Views: Signed-In Zendesk User

  • May 2, 2024
  • 2 replies
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Brock12

I'm trying to capture data when a signed-in Zendesk (ZD) user views a specific help center article within ZD Guide.

Here's an example:

So, a few hundred employees are onboarded to start working a cruise on “Boat A”. Everyone who is going to work on Boat A is required to read the Boat A Employee Handbook that covers important safety policies. This Boat A Employee Handbook is an article in Zendesk Guide. All employees that are onboarded will be signed into ZD when viewing this employee handbook. There will also be many other helpful employee articles in the Help Center too. 

Currently I have configured Google Analytics 4 (GA4) & Google Tag Manager (GTM) to capture events when anyone views “Boat A Employee Handbook”. I haven't yet been able to narrow down this value from anyone to specific ZD user ID. Basically it's for compliance; if a Boat A employee didn't read the Boat A Employee Handbook regarding safety and did something dangerous, the company would want to know if this specific employee on this specific boat read the handbook or not. 

Has anyone worked on a solution similar or want to talk about how it might be possible? I think this would be a cool subject to collaborate on!

    2 replies

    Steve25
    • Steve25
    • May 3, 2024

    Hi Brock,

    Zendesk Explore has a dashboard calls Zendesk Guide.   On the first dashboard,  you can filter the channel to Agent Workspace and the role to staff.  This will show what articles were viewed from within Zendesk Support.   Clone it and add assignee name as a variable and you will have a list of who clicked through into the article. Maybe require them to vote on it once completed and that can be shown as well.

    Brandon12

    Hey Brock!

     

    Capturing specific user interaction with Help Center articles in Zendesk Guide and correlating it with individual user identities in a compliant and detailed manner requires a thoughtful integration of Zendesk with analytics and possibly custom scripting.   It sounds like your part way there already - curious to see if anyone else here has other solutions.

     

    Brandon

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