Hello Zoho Desk Team,

We hope you're doing well.

We’d like to request a feature enhancement related to the Zoho Desk Knowledge Base dashboard and its integration with Zoho SalesIQ.

🎯 Current Limitation

When customers interact with knowledge base articles via the SalesIQ chat widget (e.g., article views, likes/dislikes, feedback, keyword searches), these interactions are not reflected in the Zoho Desk Knowledge Base dashboard. Instead, they are tracked separately within SalesIQ.

This creates a fragmented analytics experience, despite both platforms referencing the same Help Center articles.

✅ Feature Request

We propose that Zoho Desk provide an option to aggregate interaction data from SalesIQ into the Zoho Desk Knowledge Base dashboard, so teams can:

• See a complete view of article performance in one place

• Manage and optimize content more effectively

• Accurately measure the reach and impact of the Help Center across all access points

To support flexibility, we suggest:

1. Adding a toggle setting in Zoho Desk to enable or disable aggregation of SalesIQ interaction data.

2. Providing optional source-level breakdowns (e.g., Help Center vs. SalesIQ) for more detailed analysis.

📌 Why This Matters

From the customer’s perspective, it’s a single Help Center — whether they access it via the website or a live chat session. The current separation of metrics across Desk and SalesIQ limits our ability to evaluate article effectiveness and make informed improvements.

Unifying this data in Zoho Desk would make it the central hub for Help Center analytics, ensuring clearer insights, better content strategy, and improved customer support outcomes.

Thank you for considering this request. We're confident this improvement will benefit many teams using Zoho Desk and SalesIQ together.

Best regards,
Ram