If you're not using Zendesk Explore for reporting and analytics, you can monitor activity data for your knowledge base using in the Reporting dashboard in Support. Statistics include the number of articles created, article views, and the total number of votes, subscriptions, and comments.
You must be a Guide admin to view the statistics of the knowledge base analytics. To view community activity, if enabled, see Analyzing community activity.
Viewing knowledge base activity for your help center
You can view knowledge base analytics for your help center in the Reporting dashboard in Support.
To view knowledge base data
- In Support, click the Reporting icon (
) in the sidebar, then click the Knowledge Base tab.
The Articles dataset is open by default.
- If you have multiple brands, click the All brands drop-down menu, then select a brand if you want to see data for that brand only.
All brands is selected by default, and includes the combined activity of the knowledge bases in all of your help centers.
- Click the All channels drop-down menu, then select a channel to see the views from a specific channel during the reporting period.
The Views dataset allows you to filter the data by channel.
- Click the Reporting period drop-down menu, then select an option if you want to change the reporting timeframe.
Select Custom to enter a specific start and end date.
- Click any of the five datasets at the top to drill down.
Each dataset displays a graph of daily activity and a table, below the graph, of top articles for that dataset. Datasets include:
- Articles is the total number of new articles created in the knowledge base during the reporting period.
- Views is the total number of views for articles in the knowledge base during the reporting period, including internal agent views.
- Net Votes is the difference of all the positive and negative votes on all articles in the knowledge base during the reporting period.
- Subscriptions is the total number of user subscriptions for sections and articles in the knowledge base during the reporting period.
- Comments is the total number of comments on articles in the knowledge base during the reporting period.
- Hover your mouse over a node to see the total number for that day.
Following up on knowledge base data
Knowledge base statistics give you insight into which areas 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.
-
Update popular articles
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.
10 Comments
"Important: If you're using Zendesk Explore, the knowledge base reports are included in the Explore pre-built dashboards (see Analyzing your knowledge base activity with Explore)."
This is not actually the case. There is still a ton of missing reporting functionality that this method has, that is not available in Explore. For example, are we ever going to get search strings in Explore?
Hi CJ Johnson, I agree that the note at the beginning of the article wasn't very clear. I've amended it to read:
"When you start using Explore, the Overview (including the Benchmark report), Leaderboard, and Satisfaction tabs are removed from the reporting dashboard in Support. With the exception of the Benchmark report which is not currently available in Explore, you can use Explore pre-built dashboards for those reports. The Knowledge Base and Search tabs (for Guide), and the Community tab (for Gather) are not powered by Insights and won't be removed. For information about page view reporting in Explore, see Analyzing your knowledge base activity with Explore."
I hope that makes it clearer but please let me know if not. Thanks!
Hi, this article is helpful, but I downvoted it because I still don't know how to find view counts for individual articles in my Zendesk help center.
At the end of this article, you suggest "Ensure that your most popular articles are closely monitored and are always up to date." How do I know which of my articles are the most popular?
(I imagine the answer to this is obvious and I'm just missing it.)
Hi Matt,
If you are referencing the Knowledge Base Reporting section as indicated here. Have you tried clicking "Views" as shown in the screenshot below? Once clicked, it will give you information below on whats the Top articles by number of views and the actual count across.
Hello,
Is there any API implementation for the Knowledge Base? I would like to make a GET request for the number of views per article. If there isn't an API, is there some kind of database or anything similar to that where I would be able to make a query?
Thank you!
Hi Remus,
You can find the Help Center API documentation here. However, it does not appear that there's an endpoint for tracking views.
Your best bet for in-depth insights on article views is probably to leverage Google Analytics.
Nicole Saunders what alternatives are there to leveraging Google Analytics?
This doesn't help with tracking and reporting on changes to articles.
We can check the revision history of an individual article but that requires knowing the article was revised.
How we see changes, deletes etc. for ALL articles?
Hi Patrick
You can view all the changes for your Help Center articles under the Manage Articles>History tab. more information can be found here: Viewing article events for all articles
Please sign in to leave a comment.