Analyzing community activity with Explore

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
• Understanding the Community dashboard reports

Accessing the Community dashboard

Use the following procedure to access the Community dashboard.

To access the dashboard

1. In Explore, click the Dashboard icon ().
2. From the list of dashboards, click the Zendesk Guide dashboard.
3. 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.

The Community dashboard shows information about the number of posts and comments, upvotes and downvotes, community members, and more. You can filter the reports on the dashboard by Communitybrand, Community channel, Community topic title, and Community user role.

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.