Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Admin |
The standard dashboard covers views, searches and votes without any building. What to look at first, what to hold lightly, and the one number it does not hold.
Find it
Click the Zendesk Products icon, choose Analytics, and open the Zendesk Knowledge dashboard. The Knowledge Base tab covers reading, the Search tab covers searching, and neither needs building. Clone it if you want to change it.
What to look at first
- Searches with no results. The list of articles to write, in customers' own words.
- Most-viewed articles. Not because popularity is interesting, but because those are the ones worth keeping current.
- Least-viewed. Badly titled, badly placed, or answering nothing.
What to hold lightly
Total views. It rises with traffic and with marketing, and it says little about whether the help centre works.
Vote percentages, for the same reason as always: articles about frustrating problems score badly regardless of quality.
Two things distort the counts themselves. Ad blockers can stop a view being recorded, and an article moved between sections keeps its event data on its current section only, so a reorganisation changes the past.
Compare periods, not absolutes
A single month's numbers mean little on their own. Month against month tells you whether something changed, and change is where the information is.
The number that is not there
Whether publishing an article reduced tickets on that subject. That is the actual purpose of a knowledge base, and connecting the two takes a report of your own: ticket volume by subject, before and after.
It is also the only number that justifies spending time on articles to anybody holding a budget.
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