In the Analytics page, you use the Date selections and the Filters at the top of the screen to choose what to display in the page.
The Dates and Filters (as relevant) are available at the top of all the tabs in the Analytics page; Performance Overview, Content and Feedback, and also in the Article Metrics (for a specific article).
To add a Filter, click the Add filter button, select the Filter you want to add for the page, then set what you want to Filter on.
- Setting any selections in one of the Analytics tabs retains the selected Dates and Filters when switching to a different Analytics tab.
- Displaying a different page in Help Center Manager (such as Articles, Links or Media) resets the Dates and Filters back to the default.
The ticket information (for the Helpdesk Tickets and Self-Service Score) starts to be collected when you enable Read Tickets in the connection and authorization.
Refer to Setting up Help Center Analytics and Read Tickets and Self-Service Score.
In this Article
Selecting the Dates
Using the Filters
Selecting the Dates
By default, Analytics displays the information for the "Last 7 Days" with the information displayed "Daily".
| Period |
The default for the Period is "Last 7 days".
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| Date Selector |
The Data Selector shows a calendar with the dates that relate to the selected Period. If you change the Period, the dates change automatically. If you change the dates to a non-standard date range, Period automatically changes to "Custom". Selecting Compare to previous period |
| Frequency | The default for the Frequency is "Daily" to show the Analytics for each day within the selected period. You can change this to "Weekly" or "Monthly". These settings are useful when looking at the Analytics for a long period of time such as "Last 6 months" or "Last 12 months". |
Using the Filters
- Click the Add filter button in the top left-hand corner to display a drop-down of the Filters that can be used for that page.
- Select the Filter you want to add to the page. The following are the Filters in the Articles page with the Category Filter being added.
- Make one or more selection in the drop-down for what to filter the page on.
When a Filter has been applied, the Analytics page refreshes automatically to reflect the filter. Where more than one value can be selected for a Filter, the selections for that Filter remain open so you can select additional value(s), or click away from the Filter selections to close it.
You can click Add filter and select and apply further Filters. The additional Filters display in the order in which you add them and the page refreshes to show the new result.
When selections have been made, displaying a different page in the Help Center Manager clears the Filters to reset the selections back to the default of "All".
To clear all the selections for the Filters you have added, click the Clear button. Clicking Clear does not change any selections made for the Dates.
In Analytics, the following Filters are available.
| Language | If you have set up other languages in the Zendesk Help Center you can select the filter for one or more Language to display the metrics for that language or languages. |
| Category and Section | The Category and Section filters are the Categories and Sections assigned to the articles in the Zendesk Help Center. Filtering on these can be useful if you want to see the Analytics for one or more specific Category and/or Section in your Help Center. They are selected in the same way as the Filters in the Help Center Manager pages. Selecting one or more Category then displays the Sections within that Category, or Categories, so you can select a Filter for one of these Sections. If no Category has been selected, you can select from any of the Sections to filter on. |
| Device | You can select one of the options for the Device to show activity for the device that visitors used to display the Help Center, such as "PC", "Mobile" or "Tablet". |
| Private | Selecting "Yes" displays any articles that are set as Visible to "Signed in Users" or "Agents and Admins" in Zendesk. A reader who is not signed in, or does not have the correct permission to the help, does not see these articles in Zendesk. Selecting "No" displays articles that are set with Visible to "Everyone" |
| Visitors | You can select one or more of the options for the Visitors as "All", "Staff", "End Users" and "Anonymous". "Staff" is a user who is signed in to Zendesk and is an Agent or Admin user. "End User" is a user who is signed in to Zendesk and is set up as a Signed In user, or set up for another User Segment. "Anonymous" is a visitor who is not signed in to Zendesk. By selecting all Visitors except "Staff", you see only actual users who were visiting the Zendesk Help Center, and this excludes any activity from your staff members who are set up as Zendesk users and who are working on the Help Center. |
| Arriving From |
Arriving From indicates where the visitor is arriving from when accessing an article. Direct This is where there is no referrer found. This could be where a user has gone directly to the page, or this could be due to bots generating the traffic. If you are getting a lot of visitors that are shows as Direct, you may want to exclude these when looking at the analytics as it is likely they are not your customers. Help Center: Search The visitor got to the article by searching in the Help Center. This is by selecting from the list of articles found by the search. Help Center: Categories The visitor got to the article by clicking on a link when a Category was displayed in the Help Center. Help Center: Sections The visitor got to the article by clicking on a link when a Section, within a Category, was displayed in the Help Center. Help Center: Articles The visitor got to the article by clicking a link within an article. Help Center: Other The visitor got to the article in any other way. This could be, for example, from article suggestions (usually displayed on a contact form). This is also from the keyword search suggestions (when the visitor got to the article using the "Instant Search" on the article titles by entering a search on the main screen of the Help Center and selecting one of the results that displays before pressing the Enter key to display the full search results). Zendesk Tickets The visitor got to the article by clicking a link to the article that has been sent from within a Zendesk Ticket. Google Search and Bing Search The visitor got to the article by doing a search from Google or Bing. If your Help Center includes articles that could also relate to generic searches, such as for operating system information (for example, Microsoft Windows) or information for other applications (such as Microsoft Word or Excel) and if you are getting a lot of visitors from the search engines, you may want to exclude these when looking at the analytics as it is likely they are not your customers. External website The visitor got to the article from another website that is not from the Help Center or search engine, but a referrer has been identified. For example, this could from a link to the Help Center on your website, or from a link on your social network page such as your Facebook page. |
| UTM Medium UTM Source |
If you have added UTM Medium or UTM Source code to assist with tracking the performance of content, you can filter the Analytics on these values. |
| Label |
The Label Filter lists all the Labels that have been added to the articles. You can select one or more to display the Analytics for articles that hold that Label. This can be useful if you have articles related to specific products or articles that you want to analyze as a group. |
| Reading Time |
The Reading Time filter allows you to filter article views based on the time your visitors spend reading. You select the from and to number of seconds. This filter helps you identify articles that may require adjustments, understand readers' engagement levels, and also to estimate bot traffic by observing views with little or no engagement.
Note: Collection of the Reading Times started on October 1st 2023 and data before that date will show as 0s.
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