Analyzing community activity without Explore

What's my plan?

Note: If you have Zendesk Explore, see Analyzing community activity with Explore for information on the prebuilt Community dashboard.

You can monitor activity data for your community using in the Reporting dashboard in Support. Statistics include the number of posts created, how many users have viewed posts, and the total number of votes, subscriptions, and comments.

You must be a Guide Manager to view these statistics. To view knowledge base activitiy, see Analyzing knowledge base activity with Explore.

Note: You must enable your Help Center and community before you can view the Community dashboard (see Getting started with Gather).

This article contains the following sections:

• Viewing community activity for your Help Center
• Following up on community data

Viewing community activity for your Help Center

You can view community analytics for your Help Center in the Reporting dashboard in Support.

To view community data

1. In Support, click the Reporting icon () in the sidebar, then click the Community tab.

   The Posts dataset is open by default.

   

2. 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 communities in all of your Help Centers.

3. Click the Reporting period drop-down menu, then select an option if you want to change the reporting time frame.

   Select Custom to enter a specific start and end date.

4. 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 posts for that dataset. Datasets include:

   • Posts is the total number of new posts created in the community during the reporting period.
   • Views is the total number of views for posts in the community during the reporting period, including internal agent views.
   • Net Votes is the difference of all the positive and negative votes on all posts in the community during the reporting period.
   • Subscriptions is the total number of user subscriptions for topics and posts in the community during the reporting period.
   • Comments is the total number of comments on posts in the community during the reporting period.
5. Hover your mouse over a node to see the total number for that day.

   

Following up on community data

Community statistics give 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 any questions that 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.

• Monitor the top posts by votes and number of comments

  You can track the posts that are most and least popular, or have the most comments, to understand more about the subject. You can then review the post to see if there is some follow up action required, for example, whether this area requires a knowledge base article to explain the subject in more detail, or a ticket needs to be raised to request a new feature.