Track Article Views on Zendesk - Frequently asked questions
Discover how to track which users viewed specific articles on Zendesk. Explore multiple FAQs addressing common concerns and solutions for article view tracking.
Frequently asked questions
Can I track which user viewed a specific article in Zendesk?
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…
How can I use the Knowledge base dataset in Explore for article views?
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…
What is the customer context panel in Zendesk Agent Workspace?
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…
Can I use Google Analytics to track Zendesk article views?
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…
Why can't I see the activity of users who haven't submitted a ticket?
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…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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