Can I report on help center usage?

Question

Can I gather data on how my help center is being used? For example, can I report on articles created versus published dates, article views, and clicks.

Answer

You can use multiple tools to access analytics based on your help center. Find a list below of all the tools you have at your disposal.

The Self-service tab provides reports to track user session outcomes, analyze role-based trends, and evaluate content performance regarding helpfulness and ticket creation

The Knowledge Base tab helps you measure your help center's performance by tracking article views, votes, comments, and subscriptions over time

The Search tab helps you understand how your customers interact with your help center by analyzing how they search for content

The Quick answers tab tracks customer searches and feedback on generative answers to help you improve support content

The Knowledge Capture tab tracks how your agents use the app, including which articles they link to tickets, the new articles they create, and their overall engagement levels

The Team Publishing tab tracks your team's workflow by monitoring the creation, publishing, and archiving of articles, as well as who managed them

The Community tab shows information about your community activity, such as the number of posts and comments, upvotes and downvotes, community members, and more

The User Session and Page Efficiency datasets let you monitor individual session outcomes, spot trends across roles, and gauge content effectiveness

If you use Google Analytics, you can enable Google Analytics for your help center

Note: Anonymous user tracking enhances help center analytics capabilities. For more information, see this article: Enabling anonymous user tracking for your help center.