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Help centre reports

See which articles customers read, what they search for, and what they can't find.

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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.

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