Help centre reports

Reports, Knowledge shows how customers use your help centre.

The figures

Each compared with the previous period:

• Article views;
• Searches;
• Searches with clicks: searches where the customer opened a result;
• Searches with no results;
• Helpful votes: the share of "Yes" votes.

Filter by date range, and by Language.

The tables

• Most viewed articles: views, clicks from search, and helpful and not helpful votes.
• Top searches: what customers searched for, with no-result and click counts.
• Searches with no results: terms that found nothing. These are good candidates for new articles, or for labels on existing ones.

Export CSV downloads the articles, searches or no-result tables.

Act on it

• Write articles for frequent searches with no results.
• Rewrite articles with many "No" votes. The Knowledge tab of the help centre admin flags them too.
• Promote the articles people read most.

Help centre figures can also be KPI tiles on a dashboard.

Related

• Keep articles up to date
• How help centre search works