Analyzing your help center community activity

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Zendesk features a prebuilt dashboard to help you monitor your community activity. The Community dashboard can help you identify information about the number of posts and comments, upvotes and downvotes, community members, and more.

Tip: You can edit and customize the Community dashboard by cloning it (see Cloning dashboards). If you need something more complex, you can write your own reports using a wide range of metrics and attributes. For details, see Creating reports.

This article contains the following topics:

Accessing the Community dashboard

Understanding the Community dashboard reports

Accessing the Community dashboard

Use the following procedure to access the Community dashboard.

To access the dashboard

Click the Zendesk Products icon () in the top bar, then select Analytics.

From the list of dashboards, select the Zendesk Knowledge dashboard.

Click the Community tab.

Understanding the Community dashboard reports

The Community dashboard shows information about the number of posts and comments, upvotes and downvotes, community members, and more. You can filter the reports on the dashboard by brand, channel, topic title, and user role.

The information in the Community dashboard is updated on a schedule. The schedule depends on which plan you are on. For details, see Data refresh intervals for analytics.

Note: This dashboard reflects data from February 9, 2022 onwards.

Community dashboard headline metrics

This dashboard displays the following headline metrics (KPIs) for the time range you specify:

Community posts: The total number of posts in your community forums.

Post views: The total number of views in your community forums.

Post votes: The total number of votes (upvotes + downvotes) in your community forums.

Post subscriptions: The total number of subscriptions in your community forums.

Comments: The total number of comments in your community forums.

Community dashboard reports

This dashboard displays the following reports for the time range and data filters you specify:

Posts by user role: Displays a pie chart showing the percentage of posts created by staff members vs. end users. This report is not filterable by user role or channel.

Comments by user role: Displays a pie chart showing the percentage of comments created by staff members vs. end users. This report is not filterable by user role or channel.

Post engagement by date. Displays a column chart showing the number of post views over time. Color-coded trend lines show the number of post votes, post subscriptions, comments, and post views.

Post engagement by month (12 months): Displays a line chart showing post engagement numbers over the last 12 months by comments, views, votes, and subscriptions. You can click Comments, Post views, Post votes, and Post subscriptions to filter the graph accordingly.

Help center tickets (12 months): Displays a line graph showing the number of tickets submitted from the help center. This report is not filterable by channel or topic.

Posts by first reply time brackets: Displays a bar chart showing the number of posts commented within predefined reply time brackets (<8 hours, 8-24 hours, 1-7 days, 8-14 days, >14 days, No comments). This report is not filterable by channel.

Posts created by month (12 months): Displays an area chart showing the number of posts created in the last 12 months, including the number of these posts without comment. This report is not filterable by channel.

Community engagement overview: Displays a table showing information about community posts, including post title, author name, creation date, views, comments, subscriptions, upvotes, and downvotes.

Active members in the community: Displays a table showing information about community users, including user name, email address, user ID, sign-up date, posts created, and comments created. This report is not filterable by channel.