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.
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
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.
Community dashboard headline metrics
This dashboard displays the following headline metrics (KPIs) for the time range you specify:
- Community posts: The total number of posts in your community forums.
- Post views: The total number of views in your community forums.
- Post votes: The total number of votes (upvotes + downvotes) in your community forums.
- Post 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. This report is not filterable
by user role or channel.
-
Comments by user role: Displays a pie chart showing the percentage of
comments created by staff members vs. end users. This report is not
filterable by user role or channel.
-
Post engagement by date. Displays a column chart showing the number
of post views over time. Color-coded trend lines show the number of post
votes, post subscriptions, comments, and post views.
-
Post engagement by month (12 months): Displays a line chart showing
post engagement numbers over the last 12 months by comments, views, votes,
and subscriptions. You can click Comments, Post views, Post
votes, and Post subscriptions to filter the graph
accordingly.
-
Help center tickets (12 months): Displays a line graph showing the
number of tickets submitted from the help center. This report is not
filterable by channel or topic.
-
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). This report is not filterable
by channel.
-
Posts created by month (12 months): Displays an area chart showing
the number of posts created in the last 12 months, including the number of
these posts without comment. This report is not filterable by
channel.
-
Community engagement overview: Displays a table showing information
about community posts, including post title, author name, 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, posts created, and comments created. This report is not filterable by
channel.
4 comments
Tobias Hermanns
Hi,
How can I build an Explore Report showing the "Status" of Community articles i.e. Planned? Rejected and so on?
Thanks.
Tobias
0
Salim Cheurfi
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,
0
Bryan
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?
0
Erin O'Callaghan
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.
0