Note: If you joined Zendesk on or after August 21, 2013, you have the Help Center instead of the Web portal. If you landed on this page by accident, see the articles on using the Help Center. Also, see our support tip for Using Google Analytics with Help Center.
To more closely monitor how active your knowledge base and forums are, Zendesk provides forum analytics for Plus or Enterprise accounts. For each category and forum, you can see activity data for the last 30 days. This includes the number of new articles created, how many users have viewed the articles, and the total number of votes, subscriptions, and comments.
Forum analytics is available in the Plus and Enterprise versions of Zendesk. The statistics are only visible to administrators and agents who have permission to moderate the forums.
You can view forum analytics from your forums or through the Reporting dashboard:
- Click your profile icon in the upper-right corner of the page header, then select Go to web portal. Click Forums in the menu bar.
- Click the Reporting icon () in the sidebar, then click the Forum tab.
When you see the forum analytics, click any of the five data sets at the top; the Topics data set is open by default.
By clicking one of the five data sets, you see a more detailed graph that contains a node for each day. Hover your mouse over the nodes to see the total number for that day.
The detailed graph also compares each data set to its average from previous months, as shown in the detailed graph below.
Activity statistics are provided at each level in the Web portal forums: the overview level, at the category level, and for forums and articles. When you select one of the statistic types (for example, Views, as shown above) the top 25 articles are displayed below the Stats dashboard. They are sorted from highest to lowest (for example, most views to least views). The number of views is shown next to the article title. In the example below the total number of views for the most viewed article is 1521.
Each of the article lists is a persistent URL (for example: https://support.zendesk.com/categories/12132-getting-started#stats/entry_view) that can be bookmarked.
Forum analytics are displayed in your forum pages by default. If you don't to display them there (and instead just use them in the Reporting menu), follow these steps to disable it:
To disable forum analytics in your forum pages
- Click the Admin icon () in the sidebar then select Channels > Web portal.
Zendesk Classic: Select the Settings menu and then select Channels > Web portal > Edit.
- Deselect the Forum & Search analytics > Show option.
- Click Save.
How statistics are calculated
- All activity for the last 30 days
- Access by both end-users, agents, and administrators
- Each page request is counted as a view
When you move an article to a different forum or a forum to a different category, the item's statistics are not added to the container's statistics. This is because statistics are only calculated for a container (a forum or category) if the activity occurred within the container. 30 days after you've moved the item, the container will accurately reflect the activity that occurred within those 30 days. The moved item, however, retains all its accumulated activity statistics. Likewise, the container that the item was moved from retains the item's statistics until 30 days after it was moved.
The subscriptions statistic is based on the total number of subscriptions to the articles within a forum. Subscriptions to the forum itself are not calculated.
It can take up to 24 hours before new activity data is displayed in the Stats dashboard.
Forum statistics are only gathered when end-users access the HTML versions of the forum pages via a Web browser. Statistics are not gathered when accessed via the Zendesk API.
How you can use forum activity statistics
Forum analytics gives you insight into how your knowledge base and forums are being used. You can then take action based on this information. Here are several examples of how you can use forum analytics to monitor your knowledge base and provide better support to your customers.
- Monitor unanswered questions and create tickets
If you create a forum for asking and answering questions, you can track what questions have not been answered within 24 hours (for example) and either respond to them or assign the question to an agent by clicking Escalate to ticket. Monitoring this type of forum can also make you aware of the types of information that should be addressed in your knowledge base.
- Update popular articles
At the overview, category, and forum levels, you can easily see what the most popular articles are by number of views. Select Views from the Stats dashboard and you'll see the list of top 25 articles by views over the last 30 days. You'll see the total number of views per item and also the article author and the creation date. You'll want to ensure that your most popular articles are closely monitored and are always up to date.
- Measure your knowledge base content effectiveness
Using forum analytics, you can measure how effective your content is in creating deflection by answering questions before they are asked. For example, a high number of votes can indicate that an article is useful. An article with many comments can indicate that the content is confusing or incomplete and requires your customers to ask follow-on questions.