Analyzing your autoreplies with articles (Legacy)

To edit and customize the dashboard, you'll first need toclone it.


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This article describes functionality that moved into
legacy status on July 31, 2025. On December 31, 2026, this functionality will no
longer be available. For more information, see this announcement.

Zendesk Explore includes the Article recommendations
prebuilt dashboard, which helps you monitor the acitivity and effectiveness
of your autoreplies with articles in email notifications and web forms. The dashboard can
help you identify whether autoreplies with articles are solving your support
requests, how quickly users are opening suggested articles, and how your
individual articles are performing.
To edit and customize the dashboard, you'll first need to clone it.


Tip: If you need more complex reports, you can write your own using a wide range of
metrics and attributes. For details, see Creating reports.

The information in Explore dashboards is updated on a schedule. The schedule depends on
which Explore plan you are using. For details, see
Data refresh intervals for Explore plans.
This article contains the following sections:

Accessing the Article recommendations dashboard
Understanding the Article recommendations dashboard reports

Related article:
Improving autoreply
metrics for article recommendations




Accessing the Article recommendations dashboard

The Article recommendations dashboard provides information about your use of autoreplies with articles.
To access the Article recommendations dashboard

In Zendesk Support, open the product
tray.
From the list of products, click Analytics.
Explore opens and displays the dashboard library.
From the list of dashboards, click the Zendesk Answer Bot dashboard.
In the Zendesk Answer Bot dashboard, click the Article
recommendations tab.

Note: If you have not set up autoreplies
with articles, then this tab won't be displayed.







Understanding the Article recommendations dashboard reports

The Article recommendations dashboard shows information about autoreply activity, ticket
resolutions, and activity by articles. You can filter the reports on
the dashboard by Time, Answer channel, Answer
brand, Article language, Ticket group, and
Ticket form.
Note: The Article
recommendations reports do not include data from the
messaging channel.



Article recommendations dashboard headline metrics

The dashboard displays the following headline metrics (KPIs):


Suggestion rate: Displays the percentage of customer inquiries where an autoreply with
articles was sent. The KPI also displays the
number of answers, attempts made, and unsuccessful attempts. For tips on improving the suggestion rate, click Improve.

Click-through rate:
Displays the percentage of responses clicked by
end users from the total responses offered. The KPI also displays the number
of clicks, clicked articles, and the median click time. Click the
Improve link to get tips about how to improve the click-through
rate.

Resolution rate:
Displays the percentage of inquiries that are
resolved with no agent involvement. The KPI also displays the number of
resolutions, indirect resolution answers, and the median resolution time.
Click the
Improve link to get tips about how to improve the
resolution rate.

Rejection rate:
Displays the percentage of suggested articles marked
as unhelpful by end users from the total number of suggestions offered. The
KPI also displays the number of articles marked unhelpful. Click the
Decrease
link to get tips about how to improve the rejection
rate.





Article recommendations dashboard reports

The dashboard displays the following reports:


Answer Bot activity volumes by date:
Shows the number of offered,
clicked, and resolved bot answers and resolutions over the chosen time
period.



Answer Bot activity rates by date:
The percentage of answers clicked,
rejected, or resolved over the selected time period.



Resolutions by month (12 month):
The number of resolutions and the
percentage resolution rate over a 12 month period.


The following reports can be filtered by clicking the tabs at the top of the section: Answer
channel, Answer brand, or Suggested article
language.



Answers by selected attribute (top 10):
Displays the top ten offered answers by channel,
brand, or language.





Clicks and resolutions by selected attribute (top 10): Displays the top ten resolutions
and clicks by channel, brand, or language.


Resolutions by selected attribute (12 months):
Displays the
resolutions over the last 12 months sorted by language, brand, or
channel.



Answer Bot activity by article: A detailed report about activity for all of your Guide
articles. You can restrict the range of results
shown by using the Top and Bottom
filters. The table contains the following
information for each article that is offered:

Article author: The author of each
article

Suggested articles: The number of times
each article was suggested

Clicked articles: The number of times
each article suggested was clicked

Resolution articles: The number of
tickets for each article that were solved by a
suggestion

Rejected articles: The number of times
a suggestion for each article was rejected by an
end user

Resolutions/Clicks: The percentage of
resolutions from clicked answers for each article.
It is possible for this number to be over 100% as
you can resolve an answer from the initial
suggestion without clicking into it.







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