The customer context panel in Zendesk only shows the activity of users who have submitted a ticket.
This is by design, as the feature is intended to provide context for agents handling support requests. If a user hasn't submitted a ticket, their activity won't appear in the customer context panel, even if they have logged in and viewed articles. This limitation is something to consider when relying on this feature for tracking user engagement.
Unfortunately, you can't directly track which specific user viewed a particular article in Zendesk. However, there are some workarounds that might help you gather similar insights. You can use the Knowledge base dataset in Explore to see the…
The Knowledge base dataset in Explore helps you understand the roles of users viewing your articles. While it doesn't provide specific user data, it allows you to see the overall role of users who have viewed your help center articles. You can…
The customer context panel in Zendesk Agent Workspace shows the visitor path, including pages viewed by the requester. This feature is part of the Support and ticketing instance and allows agents to see which web pages, app screens, or help center…
Yes, you can use Google Analytics to track Zendesk article views, but it's not supported by Zendesk Customer Support. While Google Analytics can be a powerful tool for creating custom reporting structures, implementing it with Zendesk is considered…