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:
- 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.
