Help Center and Portal Analytics

The help center analytics report shows how customers are using your knowledge base - what they are reading, what they are searching for, and what they cannot find. Find it in Reports - Help center.

Views

Views: total page views on published articles in the selected date range, with a daily chart.

Unique views: unique visitors per day. This is a distinct count of unique visitors per day per article, then summed across the range. It gives you a sense of reach without counting the same person multiple times on the same day.

Top articles

A ranked list of the 10 most-viewed articles in the selected period. Use this to understand what customers are most commonly looking for - these are the topics worth keeping accurate and up to date.

High-traffic articles that also have high “not helpful” feedback are the highest-priority rewrites.

Search queries

The top 10 search terms customers typed into the help center search box in the selected period, along with the number of searches and the typical number of results returned.

Zero-result searches are listed separately: these are searches that returned no articles at all. Zero-result searches are the most direct signal of a knowledge gap - customers are looking for something and finding nothing.

Article feedback

The “Was this helpful?” section shows lifetime totals (helpful and not helpful) across your entire knowledge base, plus a list of the lowest-rated articles by net score.

Feedback is lifetime, not date-scoped, because individual article ratings accumulate slowly. The lowest-rated list surfaces articles where customers are consistently saying “this did not help.”

See Was this helpful? feedback for more on how the feedback prompt works.

Role access

Help center analytics are part of the main reports section and require admin or owner access.