Dear Zoho SalesIQ and Zoho Analytics Teams,
Greetings,
We’d like to formally request an enhancement to enable SalesIQ article interaction data to be synced with Zoho Analytics, so that we can obtain a unified view of our knowledge base performance metrics across platforms.
We currently rely on the Zoho Desk Knowledge Base dashboard to track key article metrics such as:
Views
Likes / Dislikes
Feedback
Keyword Search Stats
Article Usage
Effectiveness
Trending Articles
We also use the integration between Zoho Desk and Zoho SalesIQ, which enables customers to access and interact with these same articles directly from the SalesIQ chat widget.
However, as confirmed by Zoho Support, interactions happening within SalesIQ are not reflected in the Zoho Desk dashboards, and this data is not currently available for reporting in Zoho Analytics either.
We request the ability to:
Send SalesIQ-based article interactions (e.g., views, likes/dislikes, feedback, keyword searches) to Zoho Analytics.
Include metadata such as source (SalesIQ vs. Help Center), timestamp, article ID/title, and visitor/session info (where available).
Allow merging or combining this data with Zoho Desk KB metrics to get a comprehensive picture of overall knowledge base performance.
This enhancement would allow us to:
Monitor all article interactions in a single analytics workspace.
Measure total reach and impact of our content across both Help Center and chat widget channels.
Identify which distribution method (Help Center vs. chat widget) drives better engagement.
Make smarter decisions about article improvements, placement, and prioritization.
We believe this improvement would bring tremendous value to any organization using both Zoho Desk and Zoho SalesIQ for customer self-service and support.
Thank you for considering this enhancement. We look forward to your response and are happy to provide additional context if needed.
Warm regards,
Ram