Announcing the new Explore self-service datasets and dashboard






Announced on
Rollout starts
Rollout ends



June 18, 2025

June 18, 2025
June 20, 2025




We’re excited to announce the release of two new datasets and a dashboard to empower knowledge base managers to analyze user journeys and content performance in the help center.
This announcement includes the following topics:

What is changing?
Why is Zendesk making this change?
What do I need to do?

What is changing?
A crucial task of the knowledge manager is identifying content that appropriately solves user questions and the content responsible for users creating new tickets.
To help, we're introducing two new datasets and a prebuilt Explore dashboard that provides insight into user engagement with the help center:
User sessions dataset
The user sessions dataset helps admins to see user session outcomes for specific users and look at trends across different roles.
Page efficiency dataset
The page efficiency dataset is focused on content performance, which content is most helpful, and which may be responsible for the most tickets submitted.
For detailed information about the new dashboard and datasets, see:

Analyzing your user session and page efficiency activity
Metrics and attributes for Zendesk Guide

Why is Zendesk making this change?
While Zendesk has offered guidance on using third-party tools to monitor self-service, customers have expressed a desire for something native to the Zendesk platform.
This dataset and dashboard bring the data closer to the source of self-service (your help center).
What do I need to do?
Customers with access to the existing Guide datasets will begin to see the dashboard and datasets during the rollout timeline stated. You'll find the dashboard on the self-service tab in the Guide dashboard.

By default, these datasets track only authenticated users. To track anonymous user activity, see Enabling anonymous user tracking.


Note: A subset of accounts will not have access to the self-service datasets. We'll continue to work diligently to make this data available on those accounts throughout the remainder of this year.

If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.