The Article Metrics display in-depth metrics for specific articles, for the selected period, which offers additional insight into how visitors are using your Help Center.
As well as information such as the number of views, the votes for that article and the Reading Time, this also gives information on what the visitors did both before and after the visit to the article.
From the Article Metrics, you can also display the Visitor's Journey which displays information for the specific visitors. The Journey displays the qualitative data of a visitor's activity, such as other articles or other areas of the Help Center that were visited, where a search was made and the search text that was searched for.
This article describes how the Article Metrics display when Read Tickets is enabled so that tickets are being loaded from the Helpdesk, and so that links can be included to the Zendesk profiles for any visitors that are signed in to the Help Center. Refer to Read Tickets and Self-Service Score.
In this Article
Displaying the Article Metrics
Using the Article Metrics
Graphs showing Article Views/Unique Visitors/Reading Time and Helpfulness Score/Article Votes
What Visitors do Before and After this Article
Most Recent Visitors, Visitor's Journey and Most Recent Article Votes
Most Recent Visitors
Visitor's Journey
Most Recent Article Votes
Most Recent Feedback from Visitors
Exporting the Article Metrics
Displaying the Article Metrics
You can display the Article Metrics in the following ways:
From the Analytics Content Tab
- Display the Analytics page.
- Go to the Content tab.
- In the list of articles, click on the row for an article. The Article Metrics displays. To help find articles, you can use the Search in the Content tab to search in the Title of the articles.
From the Analytics Feedback Tab (where Feedback has been submitted for an article)
- Display the Analytics page.
- Go to the Feedback tab.
- In the list of articles that have had Feedback entered, click on the row for an article. The Article Metrics displays.
From the Articles Page - Article View
- Display the Articles page.
- Click on the row for an article to display the Article View.
To help find articles, you can use the Search in the Articles page to search in the Title and the content of the articles. - In the Article View, click the Analytics button (refer to Article View). The Article Metrics displays.
Using the Article Metrics
There are four sections in the Article Metrics.
- Graphs which show the Article Views/Unique Visitors/Reading Time, and the Helpfulness Score/Article Votes.
- List of what visitors do before and after viewing the article.
- List of recent visitors and recent votes.
- Feedback from visitors.
The graphs also indicate the Last Edit of the article in Zendesk Help Center, if this occurred during the selected period.
In the Date Selector, you can set the option to Compare to previous period (refer to Date Selector in Using the Dates and the Filters in Analytics). When using Compare to previous period, the Article Metrics displays graphs and values for the previous period in orange as in other tabs.
Graphs showing Article Views/Unique Visitors/Reading Time and Helpfulness Score/Article Votes
The graphs show the metrics for the specific article with the same information as the graphs in the Performance Overview and Feedback tabs.
This graphs initially display a summary of the Article Views and the Helpfulness Score. You can change this to display the graph for the other metrics by clicking the relevant heading.
At the top of the metrics, you can click the Edit icon to open the article in the Zendesk Help Center.
At the top of the Helpfulness Score/Article Votes graph, clicking the View list link displays the Votes in a pop-up pane on the right-hand side.
This is the same as the list of Votes in the Most recent article votes at the bottom of the Article Metrics,
What Visitors do Before and After this Article
The second section shows what the visitors did before and after viewing this article with a count of the actions made, for the selected period.
You can display the details of the actions by clicking the view link next to each. This gives you insight into how visitors are using the Help Center and the flow of traffic through the articles.
In the detailed list, you can click the Edit icon to display, in a new browser tab, the article, website, search in the Help Center or the tickets that were created, as relevant for that list.
| View other articles |
Clicking the View list link displays the list of articles viewed before or after this article with a count of the number of visits to each article. |
| View other websites | You can identify the websites that the visitors displayed before and after viewing the article. This can be useful to see where the visitor accessed the article from, for example, if they displayed it from a link on your website or social media such as your Facebook page. |
| Search the help center |
This shows the text that the visitors searched for before or after visiting the article. |
| Create a new ticket |
This shows where visitors have created a new ticket in the Helpdesk immediately after visiting that article, using the Submit a request link at the top of the page. For information on the tickets, click view tickets. This displays the Tickets opened after the users visited this article. Tickets created by both signed in users and anonymous users are displayed. Clicking the Edit button displays the ticket in the Helpdesk, providing you have permissions to access the Helpdesk. Note: The number of tickets in this list might be lower than the total number of create ticket events for this article.
This is because a hash on the email address is used for this tracking and there may be situations where Help Center Manager cannot track the journey of visitors between the Help Center and the Zendesk tickets. For example if a visitor browses the Help Center anonymously (with no email address) then creates a ticket through other means (that is via email or chat) Help Center Manager cannot link the ticket created in this way to the article visit. |
| Browser Search | The metrics also reports if the visitors made other actions, such as a browser search, before and after the article visit. |
Most Recent Visitors, Visitor's Journey and Most Recent Article Votes
he Most recent visitors and Most recent article votes display in descending date/time order.
When Read Tickets is enabled, Help Center Analytics can identify the Zendesk user associated with a visitor, providing the visitor is signed in to the Zendesk Help Center. The User displays as follows:
- Where the visitor was not a signed in user, this displays as "Anonymous".
- Where the visitor was a signed in user, without any permissions in Zendesk, this shows "End User"
- For a member of staff, this shows the visitor's role as held in Zendesk. This shows as either "Manager" or "Agent".
Most Recent Visitors
For the visitors, the individual user is identified. For each visitor, this displays the number of views to that article, for the selected period.
Where there are more than five visitors, click the Show more visitors link to display the Article visitors pop-up pane on the right-hand side. This displays up to 100 of the most recent visitors.
Visitor's Journey
For each of the individual visitors, you can display their Journey by clicking the journey link.
The User journey displays.
The Journey displays the qualitative data of the visitor's activity from start to end, for the selected period. The Journey displays the other articles that were visited, other areas of the Help Center that were visited, where a search was made and the text that was searched for, and if a Helpdesk ticket was created for the article using the Submit a request link at the bottom of an article.
The Journey displays up to 100 of the most recent events.
Most Recent Article Votes
The Most recent article votes displays the Votes that have been made for the article with the "Yes" or "No" buttons in the "Was this article helpful?" section of an article.
Where the visitor who voted was a signed in Zendesk user, an Edit button is shown.
Clicking Edit opens the user's profile in your Helpdesk and shows any Tickets the user has submitted.
Most Recent Feedback from Visitors
If you have installed the feedback form as part of the Analytics Setup, the Feedback comments are entered if a user clicks the Yes or the No button in the "Was this article helpful?" section of an article. For a "No" Vote, the feedback section appears so the user can add a comment and let you know why they thought the article was helpful or not helpful. The comments allow you to collect text feedback from your visitors when they send a vote, so you can better understand the reason for this vote. Refer to (Optional) Install the feedback form in Setting up Help Center Analytics.
In the Article Metrics, the Most recent feedback from visitors section displays the comments for that article, for the selected period.
In the same way as in the Most recent article votes, where the visitor was a signed in user, the Edit button displays. Clicking Edit opens the user's profile in your Helpdesk and shows any Tickets the user has submitted.
If you have not installed the feedback form in the Analytics Setup, the area below the graph displays as follows and, to install the feedback form, you can click the link for these instructions to redisplay the Analytics Setup and follow the instructions.
Exporting the Article Metrics
You can click the Export button to export a section of the Article Metrics as a .csv file.