New knowledge base have a list of articles udner Article health which has an ascending & descending option.
Like that, having the option and control of the number of displayed items for “Most Searched Terms” would be beneficial so that my team can analyse the performance of our KB monthly.
This comment is only meant to share the customer’s use case more clearly, not as any kind of official product statement.
To add a bit more detail around the request:
The CS team relies on the Most Searched Terms and Search Terms With No Results reports in the KB Insights dashboard as part of their daily workflow. Their typical process is to:
review which terms are searched most often,
check which terms return no results, and
add or adjust tags on articles so that users can find the right content more easily.
Right now this is difficult because:
the default number of rows is fixed at only 5, so they need to click through many pages to understand what’s really happening, and
they can’t sort each column (for example by total searches or clicks), which makes it hard to quickly focus on the most important terms.
Thank you for sharing such a detailed improvement proposal.
I view this analytics feature as a core function for guiding users to the right articles within the knowledge tool. Due to the limitations described, our team is spending 4x more time than we would with 20 results per page, and because no sorting functionality exists, our CS staff are forced to page through numerous screens every time just to review lower-frequency search terms.
In the Knowledge tool, setting and reviewing search tags is a foundational operational task for guiding users to the right articles, and CS team members check the analytics results daily.
However, the main results display in that analytics feature is fixed at 5 items by default with no option to change it, and no sorting capability — resulting in minutes of unnecessary work every day.
This is time that should be spent on customer support. It’s hard to imagine that Knowledge tool users aren’t using this analytics feature, and I believe this improvement would be a cost-effective enhancement that benefits HubSpot as well.
While it may require backend changes — and thus wouldn’t be as straightforward as a frontend-only task — I’d appreciate your consideration of this improvement.
