Once you have setup Help Center Analytics, the Analytics dashboard displays. This reports on the activity in your Zendesk Help Center and includes various metrics.
To display Analytics at any time, click the Analytics link at the top of the screen.
The activity shown in Analytics is refreshed automatically. Refer below to Refreshing the Analytics Information. There is also certain information that needs to be updated with a Sync. Refer below to Sync and Analytics.
In this Article
Tabs in the Analytics Page
Dates and Date Periods that are Displayed
Sorting the Columns
Refreshing the Analytics Information
Sync and Analytics
Exporting the Analytics Information
Tabs in the Analytics Page
Analytics holds the following tabs:
| Performance Overview | The Performance Overview tab displays a graph with a summary of the performance of articles, for the selected period and filters. Refer to Analytics Performance Overview. |
| Content | The Content Performance tab displays information on the activity for specific articles, for the selected period and filters. You can also display a summary of the activity for one or more Category and one or more Section. Refer to Analytics Content. |
| Feedback | The Feedback Articles tab displays information on the Votes that have been made on articles, for the selected period and filters. This is shown as the total number of Votes and as a Helpfulness score which is calculated as the percentage of positive (Yes) Votes out of the total number of Votes. If you have installed the feedback form as part of the Analytics Setup so that, if a user clicks the No button in the "Was this article helpful?" section of an article, the user can add a comment, so you can better understand the reason for this Vote. The Feedback tab displays any feedback comments from your visitors when they send a negative Vote. Refer to Analytics Feedback. |
| Search | The Search on Articles tab displays information on what your visitors are searching for and gives you insights into their search behavior in your Help Center. This includes what visitors are searching for, how successful they are at finding what they need, and what actions they take before and after searching. The Search includes information on any tickets that were created using the Submit a request link on any articles so you can now see which search queries are creating tickets in your Helpdesk. Refer to Search Analytics. |
The Performance Overview tab displays initially. When you select a different Analytics tab, then display a different page in the Help Center Manager, returning to the Analytics page redisplays it with the tab you last selected.
Where the Analytics display a graph, you can hover the mouse over the graph to see the detail of any part of the graph, such as the date or the article views.
Dates and Date Periods that are Displayed
By default, this shows all information for the Last 7 days and the results are shown Daily. You can change this using the date selections and the filters. Refer to Using the Dates and the Filters in Analytics.
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, all the Analytics tabs display the comparison of the metrics and trends and graphs and values for the previous period show in orange.
Sorting the Columns
Where Analytics information is shown in tables, you can sort any column in ascending or descending order by clicking the column heading.
Refreshing the Analytics Information
Whenever you display the Analytics page, the activity information is automatically refreshed when you display the Analytics page.
If you want to refresh the information to display anything new since you displayed the page, click the Analytics link again.
Sync and Analytics
You need to run a Sync in order to update the following information in Analytics:
- Update any changes made to the Title, Category or Section of any articles.
- Load the most recent Votes (that is, the Votes on articles that were made since the last Sync).
- If you have enabled Read Tickets (refer to Read Tickets and Self-Service Score) the Sync loads the most recent tickets (that is, those created since the last Sync).
Refer to Syncing the Zendesk Data to Help Center Manager.
Exporting the Analytics Information
From any of the Analytics tabs, you can click the Export button to export the metrics currently displayed as a .csv file. This can be especially useful if you are using the Compare to previous period function (refer to Date Selector in Using the Dates and the Filters in Analytics).