Knowledge Base Metrics Build in Zendesk Explore

Data Request

Knowledge base report in Zendesk that can have a universal time filter applied.

Required fields:

• Article Title
• Category*
• Created Date
• Last Modified Date
• Published Date
• Number of tickets linked
• Clicks
• Views

Purpose

• Knowledge Base performance tracking
• MBR Prep

• This is SAFE data

Platform

• Zendesk Explore
• Tableau
• Data export into a spreadsheet
• Other: specify

Report lifetime

• Evergreen - we'll use this data forever and you need to make sure it stays accurate.
• Adhoc - I care about this now, but if the report gets deleted next month it's okay.
• Something in between - I need this data to monitor a change, but after the monitoring period is complete we don't need it any more.
  • Specify time period: YYYY-MM-DD to YYYY-MM-DD

Data Time Frame

All History - with time filter applied

Issue(s) Linked to Data Request

• Issue #
• Merge Request #

Approach