Can I see which user viewed a particular article on Zendesk?

Question

Is there an access log for the help center to see which user viewed a specific article?

Answer

No, you cannot track individual user views on specific articles in your help center. However, you can use several alternative methods to collect useful user behavior data.

Warning: Before you set up tracking tools or collect user data, ensure that your data collection complies with applicable privacy regulations and your local privacy laws. You must obtain explicit cookie consent from your visitors prior to tracking their sessions or sharing data with third-party analytics integrations. For more information, see Complying with Privacy and Data Protection Law in Zendesk products.

Review the options below to collect reporting and usage metrics:

Enable anonymous user tracking

Activate anonymous user tracking to track unauthenticated users across multiple sessions. Tracking anonymous user sessions helps you collect the same help center activity data for anonymous visitors as you do for signed-in users. For complete instructions, see Enabling anonymous user tracking for your help center.

Knowledge base dataset in Analytics

Use the Knowledge base dataset in Analytics to view the overall role of users who view published articles. To build a custom report, select the Engagement user role attribute. Alternatively, open the prebuilt tab on the Zendesk Knowledge dashboard and apply the User role filter.

Customer context in the context panel

If you use the Zendesk Agent Workspace, you can view recent page visits in the customer context panel on tickets. The Pages viewed section displays web pages, app screens, and help center articles that the ticket requester viewed.

Note: The Pages viewed feature is only available in ticket side panels. You cannot access this data in Analytics or through triggers.

Google Analytics

Configure Google Analytics to create custom visitor reporting. Verify that your Google Analytics implementation includes a proper cookie consent banner to comply with user privacy regulations. Custom Google Analytics configurations fall outside the scope of Zendesk Customer Support.

For more information, see Analyzing your help center knowledge base activity.