Measure Help Center performanceUpdated an hour ago

The Help Center report tells you whether your self-service content is doing its job: which articles customers read and what they search for. Use it to monitor your article performance and determine when to update existing articles or create new ones.

Open the Help Center report

When you select the Help Center category from the menu, the Help Center report opens on a single page. Unlike the Overview and Channels reports, it has no tabs.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select  Analytics.
3. In the menu, locate  Helpdesk performance, then select Help Center.

Reporting metrics

The cards at the top of the report display your Key Performance Indicators (KPIs) for the selected period. The available metrics in the Help Center report include:

Show or hide metrics from the report

You can choose which metrics to display in the report to keep it relevant to your team's needs.

1. From the Help Center report, click Edit metrics.
2. From the panel, click the toggle next to a metric to show or hide it from the report.
3. Click and drag the six-dot icon next to a metric to reorder it, placing your most important metrics first.
4. Click Save.

Compare metrics over time

Each metric shows a percentage comparing its value to the previous period of the same length, and a small chart of how it has changed over time.

1. From the Help Center report, scroll to any metric in the Reporting metrics area.
2. Hover your cursor over the percentage for details on the period being compared.
3. Move your cursor along the chart to see the reported value for a specific date.

Charts

The Help Center report contains two charts to help you visualize your data.

The first chart breaks down your metrics using bar charts, and the second graphs your performance metrics over time on a trend chart. Each chart can display the following metrics:

Change what each chart displays

You can change the data that each chart shows in the report by selecting from the metrics listed above. You can also slice the data by help center.

1. From the Help Center report, scroll to the Charts area.
2. Click the title at the top of either chart.
3. Select a metric from the dropdown menu.
4. When the option is available, a second dropdown menu will appear. Click this menu to view the data overall or slice it by help center.

Compare performance in the breakdown table

The Performance breakdown table at the bottom of the Help Center report allows you to see how individual articles and search terms contribute to your overall metrics. You can use the buttons at the top of the table to switch between two tables: Articles and Search terms.

The Articles table lists the following metrics for each article, and includes a link to the published article:

The Search terms table lists what customers typed into your Help Center search, along with these metrics:

Open the search term drill-down

You can see which specific articles customers opened from a search.

1. In the Performance breakdown section, select the Search terms table.
2. Click the Articles clicked value to open the drill-down.

Show or hide metrics from a table

1. In the Performance breakdown section, select a performance breakdown table.
2. Click Edit table.
3. Click the toggle to add or remove a column.
4. Drag the rows to order more important metrics first.
5. Click Save.

FAQ