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Tracking User Article Views

  • August 14, 2015
  • 10 replies
  • 0 views
D

Is there a way in which I can track an end users progress through our help centre?

I want to create a series of articles, starting with a basic scenario, which would give the end user an option (via a clickable link) to move to the next relevant article to help them to find a solution, this may go on for a number of "if this click here" "if that click here" until a remedy is found or in the worst case scenario we request that the user submits a specific request to us.

At the point of them submitting this request, ideally we want to be able to see exactly what they did prior to the submission - ie which chain of articles they followed before submitting the request, in order to save our agents having to ask all of the same questions again.

Is this possible in the way I have explained or is there a better solution?

best regards

Darren

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    10 replies

    S
    • Samantha21
    • August 17, 2015

    Hi Darren,

    Have you looked at tracking this through Google Analytics? Does the 'Behaviour Flow' area cover this detail for you?

    Thanks,

    Sam

    C
    • Chris225
    • May 2, 2016

    Not sure if you found this already but we use https://www.zendesk.com/apps/pathfinder/ and it has helped us understand what the user read prior to submitting a ticket.

    C
    • Chris225
    • May 2, 2016

    *et.

    C
    • Campbell
    • November 30, 2016

    Hello Darren,

    Did you find a solution in the end?

    We have a broadly similar requirement so I am wondering how you got on?

    D
    • Diego38
    • June 28, 2017

    Hi, 

    i've cheched pathfinder app but have a big limit, it can only track 30 minutes before and after a request is submitted by the end-user. If an agent reply in more than an hour pathfinder data are not visible anymore.

     

    Any siggestion about another app for path tracking of end user?

     

    J
    • Jessie17
    • June 29, 2017

    Hi Diego!

    The app tracks the user's actions in your guide for 30 minutes before and after they submit their ticket, but that information persists in their ticket, no matter how old the ticket is. So you don't need to worry about losing that information!

    OFFICERS11

    Does anyone know a way to track this in a report ? : users that looked at a Guide article before submitting a ticket.

    Brett13
    • Brett13
    • Community Manager
    • April 12, 2019

    Hi Jean,

    As far as I know there is no way to pull this information into a report unfortunately. However, there's an app available that will track the Help Center articles a user has viewed before submitting a request. You can take a look at our Pathfinder app by clicking the link I attached.

    You may also be able to track some of this information by enabling Google Analytics within your Help Center.

    Hope this helps!

    W
    • Wen12
    • November 18, 2020

    Hi it seems that the Pathfinder app is no longer available. Can someone please confirm this? Also for similar use cases, as of year 2020 going into 2021, what's the best solution to get analytics about how Help Center FAQ articles are being consumed by our customers etc.? Thanks!

    Devan
    • Devan
    • November 18, 2020

    Hello @Wen,

    I can confirm the pathfinder app is no longer available which and is not in the Zendesk Marketplace. We recognize that surfacing customer path-before-ticket is certainly useful for support agents! 

    I’d like to encourage you to sign up for the Sunshine Guide Events app here - with this app, agents can see the 10 customer events that occurred before creating a ticket and then events after the ticket was created. You can find more information about the Guide Events app here.

    The visibility of these events is currently in the early access app stage for now, but we're planning to include them in the Interaction History soon.

    Best regards.

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