Hello! My suggestions are in relation to the analytics and reporting limitations of the current Knowledge Base editor/Anaylze Page.
- Increase the “Most searched terms” and “Search Terms With No Results” limits (e.g., show top 10, 25, 50, or all).
- Allow sorting by Total searches, Average result clicks, or other and/or custom metrics.
- Allow exporting of all knowledge base search terms and metrics / reporting - easier to track trends etc from a spreadsheet than in the UI currently available.
- Provide native reporting on “tickets created after viewing Knowledge Base article".
Search‑level metrics:
- Total searches (how many times visitors searched the KB) - currently there is no insight whether this is unique user views or total views, including multiple searches from one user
- Most searched terms (most frequently used queries and how well they’re answered) - they’re showing in a totally random order - every time I refreshed it changed and nobody has visited our KB in 30 days so that’s not possible
- It would be nice to see data of what times/days people were searching
- The “Most searched terms” card shows “the most frequently searched terms”. Per search it shows: whether results were found (True/False) - but the word “zoo” returned an article as true because “zoo” is part of “Zoom”. Surely there’s a way to identify whether the results returned were helpful and not just partial word matches? True doesn’t actually mean anything here.
There is no way to configure the data you are seeing as a user - it’s all pre-determined UI from HS’s side.
I spoke with the Breeze ChatBot regarding the pain point of not being able to see who went on to create a ticket, who suggested:
"How to sanity‑check what you’re seeing:
- Open Service → Knowledge Base → Analyze.
- Set a clear date range (for example, last 30 days).
- Look at the “Most searched terms” metrics for each term (especially Total searches).
- Compare those numbers to the order shown."
Surely it can just spit out that data which it already holds?
Also this, which is crazy:
"It does not provide a direct, prebuilt report that says: “Contact X viewed Article Y and then created Ticket Z.”
To investigate this kind of behavior with current tools, you can:
- Use Help Desk / Tickets to find relevant tickets
- Go to Help Desk.
- Use search and filters (e.g., by pipeline, create date, priority, team) to narrow to the tickets you care about.
- Inspect ticket/contact timelines
- Open individual tickets or the associated contact records.
- Review the activity timeline for page views or KB article views that happened before the ticket was created."
We do not have time to open every ticket and see if they viewed an article manually. We get so many tickets.
I feel a huge amount of work can be done here - it feels nearly like a check the box afterthought at the moment and it’s very frustrating trying to update/upgrade a KB without true/in-depth access to how an existing one is performing.
Thank you 