To more closely monitor how active your Help Center is, you can see activity data for the last 30 days for your knowledge base and community. This includes the number of new articles and questions created, how many users have viewed them, and the total number of votes, subscriptions, and comments.
Viewing Help Center data
You can view Help Center analytics through the Reporting dashboard. The Knowledge Base and Community tabs offer different options for viewing and filtering data.
To view Help Center Knowledge Base data
- Click the Reporting icon (
) in the sidebar, then click the Knowledge Base tab. - Click any of the five data sets at the top to drill down: Articles, Views, Net Votes, Subscriptions, or Comments.
The Articles data set is open by default.
- Hover your mouse over a node to see the total number for that day.
- The Views data set allows you to filter the data by channel. Click All channels to open the drop-down menu, and select All channels, Help Center, Mobile SDK, or Web Widget to display the data from a subset.
To view Help Center Community data
- Click the Reporting icon () in the sidebar, then click the Community tab.
- Click any of the five data sets at the top to drill down: Questions, Views, Net Votes, Subscriptions, or Answers.
The Questions data set is open by default.
- Hover your mouse over a node to see the total number for that day.
Following up on Help Center data
Help Center analytics gives you insight into which questions customers are most interested in. You can then take action based on this information. Here are several examples of how you can use analytics to provide better support to your customers.
- Monitor unanswered questions and create tickets
In your community, 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 creating a ticket.
- Update popular articles
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
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-up questions.
87 Comments
Hello!
I'm looking for a way to view a list of articles that received votes during the specified timeframe. It appears that right now, all we can see is the "Top articles by number of net votes" but I _think_ that's historical and not limited to the time period selected. (for example, I'm selecting the last 24 hours but I'm seeing articles I know haven't received a vote in months)
Ideas? Thoughts?
Thanks!
Hi Garrett!
The articles that appear under "Top articles by number of net votes" should filter based on the timeframe you have selected. So for example, if you narrow down the timeframe to the last 24 hours, it should only show articles with votes from that timeframe and not before. I would suggest testing with different a few different timeframes to see if the list updates appropriately. I hope this helps clarify!
Wow, it's been 3 years and still the Knowledge Base/Guide metrics are not in GoodData!
Hi Aswin,
As we announced in November 2018, we've launched a new reporting tool called Zendesk Explore, and will not be adding any features or new data sets to Insights going forward. More information on that can be found here:
The future of reporting for Zendesk products
Hi,
as part of our Privacy Policy, I would like to inform our users about what data is collected for the usage reports mentioned here.
This topic is not covered in the Complying with GDPR in Zendesk Guide article, and I found nothing else when I searched for "zendesk guide user tracking gdpr".
Can somebody help me?
Hi,
I´m looking for a way to create a report about the activity of our Community Forum, can I get this from GoodData with the following information (detailed):
- number of posts submitted
- number of votes and views
- number of individuals subscribing/following posts
- number of posts approved from moderation (actual posts that were posted).
thanks
@Matthias -
I don't believe we have a list of that data at the ready. Are you wanting to disclose information specific to the native reporting dashboards, or everything that is tracked about user activity in the Help Center? I ask because there are a number of data points that are tracked that aren't presented in these dashboards. You may want to look at the Help Center API documentation to get a sense of the data that is collected.
@Ana -
It sounds like you have your community set up such that you moderate/have to approve everything before it posts in the community?
Assuming that you're on a Professional or Enterprise plan, everything you're looking for is available in the native reporting under "Community" except for the number submitted vs. number approved. The reporting only tracks what actually posts to the community, but there's not a data source to find out how many were submitted and rejected.
Other than that piece, all of those numbers are very easy to find in the reporting dashboard in your Guide Admin, as described in the section on Help Center Community Data above. It'll look something like this:
@Nicole:
Thanks for your reply. I'm looking for info about any personal information that is collected on your end when somebody visits a Guide page.
For our Guide site, users can NOT register an account and we have deactivated the comment as well as community post feature.
I looked briefly at the API doc page you linked to and don't know where it lists the personal info that is collected about the users.
Thanks @Nicole,
I also need to know the number of posts by "stage" each (Planned, Not Planned, Complete, Answered and No Status)
Just to obtain some confirmation on Heather's question above:
"Just for my sanity, this means if I clicked on article A, then article B and back to article A. That would be 2 views for article A and one view for Article B? Correct?"
That's how I'd interpret it, yes.
Not entirely sure how to interpret Zendesk's definition of "raw hit" regarding page reloads: if someone visits article A, then refreshes, I think it would count 2 views..?
Apologies for the delayed response, all. This one slipped by me.
@Matthias - no personal information is collected about a user. What the API tracks is the activity of a logged-in user. So if you have a user who logs in to their Help Center profile and then takes an action, i.e. creates a post, comment, or votes, you can make an API call to find out what posts or comments the user made. Since you have deactivated this, there wouldn't be any information you can collect about users through Guide.
@Ana - Unfortunately post statuses aren't tracked. They're effectively images you can place on a post, but there is no way to report on them at this time.
@Pedro - I have not been able to confirm exactly how Insights tracks page views at this time. We do typically recommend using Google Analytics for detailed page view and website traffic data.
Thx Nicole!
Hi,
Apologies if I'm missing something obvious but how do I report on the number of views for an article?
I found the Knowledge Base report/dashboard but it only lets me report up to last 90 days. Is there anyway to see the number of times a specific article has been viewed all time?
Thank you
Hi John -
We recommend using Google Analytics for pageview data. It's a more comprehensive and robust reporting tool for those purposes.
Hello,
I am looking to create a report of the total number of articles in our Knowledge Base over time (e.g. on Jan 1, 2018 we have X number of articles, on Feb 1, 2018 we had Y number of articles). I can find the total number of articles currently, but is there a way to access this data historically? Or even a way to export the list of articles we created (which would be less ideal because it wouldn't account for archived articles, but it's better than nothing)?
I'm also trying to find a way to export the number of KB views we have per week. I can get a graph showing this information, but I don't see a way to export that data.
Thank you,
Thanks for the reply, Nicole. Another strange situation we're noticing: if I check my views count for a past period (e.g. 1 to 28 February 2019) one day, and after a couple of weeks I do the same (exactly the same filters), the total views count is different.
What's the reason behind this behavior?
Hey Pedro -
Apologies for the delayed response. I'll have to dig into that; it's possible that's a bug. But I'll see what I can find out for you.
Hi Pedro -
We haven't been able to replicate this behavior; sounds like it might be a bug or something wonky in your instance. May be a good one to reach out to support for in a ticket.
This may be a silly question but under Reporting > Knowledge Base > Views, when we sort by last 7 days, does that range include the last 7 full days or is it including the partial day we are on when we choose the option?
For example, if I sort views by the last 7 days on Monday at 8:30 am, is it going to sort from last Monday at 8:30am to the current day and time or does it give me the past weeks Monday - Sunday?
Thank you for any clarification!
Hi Adrean,
Not a silly question at all! It reports on the last 7 full days. The only report that includes a partial day is "last 24 hours."
@Adrean and Nicole
I believe if you use a custom date range for the report, you can also include the (partial) current day if you set that as the end date.
Sorry if this has been asked before, but is there a reason that Knowledge Base reporting isn't available through Explore and is only on the initial Reporting page? Or is it available? Under the Zendesk Guide premade dashboard, I only see information about Knowledge Capture and not the actual Knowledge Base.
Thanks!
Fiona
Hi Fiona,
Guide data is not yet available within Explore. However, this is something our Explore Product Managers are looking into. I would recommend posting the data you're looking to capture from Guide in the following feedback post: Explore Datasets
Let us know if you have any other questions!
Thank you, Brett! I have added my comments.
Happy to help Fiona :)
When I change the timeframe from last 30 days to 7 day or 24 hours, the total number of views updates but the views on the top articles do not. When I change to a custom range all metrics seem to update. Is this a bug?
Hey Renee,
This certainly could be a bug.
I'm going to generate a ticket on your behalf and pass this over to our Customer Advocacy team to take a look.
You'll receive a follow-up email shortly stating your ticket has been created.
Cheers!
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