Macro Links in Zendesk Explore Reports
Are links added in Macros counted in Zendesk Explore reports?
Links added in Macros are not counted in Zendesk Explore reports. For a link to be included in the report, it must be referenced through the Knowledge in the context panel in Agent Workspace or the Guide Knowledge Capture app.
This ensures that only direct and intentional references to articles are tracked, providing a clear picture of how knowledge base content is being utilized by agents in their interactions.
More related questions
How can I view the most commonly linked articles in Zendesk tickets?
You can view the most commonly linked articles in Zendesk tickets by creating a report in Zendesk Explore. This report helps you identify which knowledge base articles are frequently referenced by your agents. To create this report, you'll need…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need either Editor or Admin permissions. These permissions allow you to access and utilize the reporting features within Zendesk Explore. Having the right permissions ensures you can effectively create and…
Will unpublished articles be counted in Zendesk Explore reports?
Unpublished articles will not be counted in Zendesk Explore reports. Only links to published articles in your Help Center are included in the reports. If you add a link to an unpublished article, it won't be captured in the Explore metrics. This…
Do links copied from other articles count in Zendesk Explore reports?
Links copied from other articles do not count in Zendesk Explore reports. For a link to be counted, it must be referenced directly from the Knowledge in the context panel in Agent Workspace or the Guide Knowledge Capture app. This means that simply…
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