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Agent Co-writerTranslate ConversationsMCP Server for ZendeskAdvanced Search PlusArticles PDF ExportZendesk Help Center Analytics provides all the metrics you need to understand how your Knowledge Base is performing and how to improve it. A better alternative to Google Analytics designed and built for self-service content.
FREE 14-day trial, no credit card required. Pricing starts at €49/month.
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Measure Total and Unique Views by article, section, or category.
Measure article metrics with languages grouped or separated by language.
Distinguish between Staff vs. Customer or Mobile vs. Desktop traffic.
As such, you are able to:
Track Helpfulness as % of people who found your articles helpful.
Use Zendesk’s article votes date to calculate Helpfulness for any period of time.
View votes trend by day, week or month.
View its top level, or slice it by article, section, or category.
How effective is your Help Center at deflecting tickets? Find out with our Zendesk Help Center Analytics.
Conversion to Tickets: % of article views that result in a ticket being created.
Track New Tickets opened along with Help Center metrics.
Measure the Self-Service Score as the number of visitors for each new ticket opened.
What do customers do after reading an article?
How many and what tickets do they create?
What are they searching for next?
What other articles do they visit?
How do customers get to an article?
Add a simple feedback form on each article to allow your visitors to enter the reason why they found the article unhelpful.
Feedback is collected and displayed in the Help Center Analytics dashboard for each article.
Easy to install and customizable to fit your own theme.
Measure the Self-Service Score as the number of visitors for each new ticket opened.
Need metrics for the last seven days’ traffic of signed-in users to French articles from a PC or laptop, arriving from Google Search?
No problem at all!
Use our rich and flexible filters to slice your data in any way you want.
All you need to do is add a short script snippet in your Help Center theme (instructions included in the app).
We do NOT store any PII data about your visitors, such as IP address or email address. All data is fully anonymized and encrypted.
No custom setup is needed. After the script is installed, the dashboard is available right away.
Armed with actionable insights, you can confidently make changes to your help center that drive real results.
Help your customers find the answers they need quickly, minimizing frustration and improving their experience.
By identifying and enhancing articles that effectively deflect tickets, you can decrease the overall volume of support requests, leading to a more efficient support process.
Customers
“The analytics that Swifteq provides is able to gather the overall helpfulness of your Help Centre, down to each article individually. You can see the customer journey, including the steps they’ve taken before and after viewing the article, and much more!! This tool has completely changed the way we use our Help Centre and how we look into our self-service tools! Could recommend this more!!”
“The Analytics app is really great and provides extensive insights far beyond what we can get from Zendesk alone. What my team really looks at is the search data as well as what visitors are doing before and after viewing an article. This is the best information we can get regarding the user journey at this point. It’s also important to see how much time readers spend in each article.”
“The Help Center Analytics app has been a lifesaver for our team. The Help Center Analytics app gave us a quick-to-deploy solution for tracking the success of our help center using apples-to-apples data points — without building out spreadsheets and visualizations. Coupled with the Help Center Manager App and Swifteq’s deep expertise, willingness to partner, and responsiveness, we’ve made Swifteq solutions a permanent part of our team’s long-term content management strategy.”
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