Zendesk Explore features a prebuilt dashboard to help you monitor your Zendesk community activity. The Community dashboard can help you identify information about the number of posts and comments, upvotes and downvotes, community members, and more.
Tip: You can edit and customize the Community
dashboard by cloning it (see Cloning dashboards). If you need something
more complex, you can write your own reports using a wide range of metrics and
attributes. For details, see Creating reports.
This article contains the following topics:
Accessing the Community dashboard
Use the following procedure to access the Community dashboard.
To access the dashboard
- In Explore, click the Dashboard icon (
).
- From the list of dashboards, click the Zendesk Guide dashboard.
- Click the Community tab.
Understanding the Community dashboard reports
Note: The information in Explore dashboards is updated
on a schedule. The schedule depends on which Explore plan you are using.
For details, see Data refresh intervals for Explore
plans.
Note: This dashboard reflects data from February 9,
2022 onwards.
Community dashboard headline metrics
This dashboard displays the following headline metrics (KPIs) for the time range you specify:
- Posts: The total number of posts in your community forums.
- Views: The total number of views in your community forums.
- Votes: The total number of votes (upvotes + downvotes) in your community forums.
- Subscriptions: The total number of subscriptions in your community forums.
- Comments: The total number of comments in your community forums.
Community dashboard reports
This dashboard displays the following reports for the time range and data filters you specify:
- Posts by user role: Displays a pie chart showing the percentage of
posts created by staff members vs. end users.
- Comments by user role: Displays a pie chart showing the percentage of
comments created by staff members vs. end users.
- Post engagement by views, votes, comments, subscriptions: Displays a
line chart showing post engagement numbers by the various metrics. You can
click Comments, Post views, Post votes, and Post
subscriptions to filter the graph accordingly.
- Help center tickets: Displays a line graph showing the number of
tickets submitted from the help center.
- Posts by first reply time brackets: Displays a bar chart showing the
number of posts commented within predefined reply time brackets (<8
hours, 8-24 hours, 1-7 days, 8-14 days, >14
days, No comments).
- Posts created in a selected time period: Displays an area chart
showing the number of posts created in the selected time period, including
the number of these posts without comment.
- Community engagement overview: Displays a table showing information
about community posts, including Post title, Author, Creation date, Views,
Comments, Subscriptions, Upvotes, and Downvotes.
- Active members in the community: Displays a table showing information
about community users, including User name, Email address,
User ID, Sign up date, Comments, and
Posts.
4 Comments
Hi,
How can I build an Explore Report showing the "Status" of Community articles i.e. Planned? Rejected and so on?
Thanks.
Tobias
At the moment, there is no metric and attribute to achieve that while using the Guide Community Dataset in Explore.
Reporting on the status of community posts is a good suggestion, and I would recommend creating a feedback post in our Feedback Forum for Explore.
Best,
Community engagement overview has a column titled "post upvotes" that shows different totals than when I look at a post. E.g.: I have a post that appears to only have 1 vote when I review it, but "post upvotes" shows it has 5 votes.
I've removed the ability for end-users to down vote or to vote on post comments. However, I'm starting to wonder if each comment also counts as a vote? I suspect that when someone comments on a post, their comment is automatically given a +1 vote. Then in turn, Community engagement overview adds all post comment votes into the "post upvotes" total. Is this what's happening? Does "post upvotes" include comment votes?
Hi Bryan, I think there are two possible causes for the discrepancies you're seeing. The first is the date range of the dashboard. By default, the dashboard has a time filter for the last 30 days. Expanding that time filter to All history will show you all the votes that the Community dataset has recorded. The second possible cause of the discrepancy, though, has to do with the dataset itself. The dataset records data only from February 9, 2022 (when it was introduced) onwards. If upvotes were cast before that date, the dataset won't include them.
I've updated the article to reflect the dataset's date limitation, as I noticed that wasn't called out here before.
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