"Was this article helpful"(Knowledgebase) - Is there a report to show which articles were most helpful?

6 Comments

  • Erin Cochran

    There is a report for this, but I don't find it to be incredibly helpful. If you have a Professional or Enterprise plan, you can go to the ZD Analytics dashboard (click the bar graph icon in the lower left corner) and then click Knowledge base from the tabs at the top. Right above the chart you'll see another set of tabs - if you click Net Votes, it'll show you the number of helpful/not helpful votes on your articles for a given time period. The articles are listed beneath the chart.

    I've found that the majority of people don't use this feature - check out some of Zendesk's more popular support articles. Even those only have a handful of votes, even if they've been up for awhile. A better way to find out what your best/most helpful articles is this:

    1. Analyze the most common types of tickets/requests you receive. If there is existing documentation, promote it on the front page. If you continue to receive a lot of tickets about that topic, then you can work on improving the content.
    2. Check out the most popular articles on your KB. You can use ZD's reporting to get a list (the Views tab on the ZD dash), but remember that this list includes visits from ALL IPs - your own company's included - so the results will be skewed.

      If you use Google Analytics or Snowplow (this is only a collection tool and requires an additional analysis platform - we use Mode), you can use those platforms to filter out visits from specific IPs and get a more reliable number.
    3. Consider a creating user session analysis. This analysis shows you how users navigate through your KB. Granted, a lot of users tend to drop off at the very beginning (it happens), but you can check out what people are looking at and where they they stop before they submit a ticket. This will allow you to identify trends and create/surface relevant content.

      Google Analytics offers this, but you can also create this on other platforms. We're currently using a combo of Snowplow and Mode to create this analysis.
    4. Consider ticket deflection metrics. ZD offers a nifty KB feature that displays help content based on what users enter in the 'Subject/Description' fields of the new ticket form on the help center. If the user clicks away from the form to an article, did they then come back and file a ticket anyway? How many people click that particular article when it's surfaced?

      This can help you identify content that may prevent tickets in the first place.

    I realize this was probably a longer answer than you were looking for, but there are some really awesome things you can do with data to identify and surface more helpful content. Using the net votes report is a very passive way to accomplish this.

    I'm happy to discuss this further if you like - feel free to ping me if you want to explore some more! Cheers.

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  • Jessie Schutz

    Hey guys!

    This looks like a thread that would be useful to a lot of people, so in the interest of making it easier to find I'm going to move it over to our Q&A section!

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  • Jiri Fait

    It would be really helpful if we could export a csv file/spreadsheet related to the most popular articles in HC or be able to create these reports in gooddata...

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  • Nicole - Community Manager

    Hey Jiri - 

    That would be great feedback to share about in detail in our Product Feedback topic. I encourage you to head over there to share, where our product managers will see it. 

     

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  • Odelia Shiron

    I would really like to receive such a report too

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  • Nicole - Community Manager

    Hi Odella, 

    That would be great feedback to share about in detail in our Product Feedback topic. I encourage you to head over there to share, where our product managers will see it. 

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