Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Admin |
Yes, in the prebuilt Zendesk Knowledge dashboard. Two tabs cover reading and searching; one report you build yourself covers whether any of it is working.
Where do I see how the help centre is used?
Click the Zendesk Products icon, choose Analytics, open the Zendesk Knowledge dashboard, and pick a tab.
What the two tabs hold
Knowledge Base gives total views, articles viewed, views per article, comments and subscriptions, votes over time, and engagement per article, section, language, category or author. Filter it by time, brand, channel, user role, language, section and author.
Search gives what people searched for, where they searched from, how many results came back and the click-through rate, which is where the gaps show.
Two things that quietly distort it
Ad blockers can stop an article view being recorded at all. And an article moved between sections keeps its event data on its current section only, so a reorganisation rewrites your history.
The report worth building yourself
Ticket volume by subject over time, against the dates you published articles on that subject. The only view that shows whether the knowledge base is doing its job, and the one nobody builds. It takes an afternoon and earns the next one.
Compare, do not count
Twelve thousand views is good or bad depending on last month. Set every measure against the period before it and the noise falls away.
What the numbers will not tell you
Whether the reader got their answer. A heavily read article with poor votes might be badly written, or about something frustrating. Reading a few tickets on the subject settles that faster than any dashboard, and a monthly note to the people who decide where effort goes is what turns it into action.
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