Data & Analytics

Knowledge Base

Data & Analytics

We show a few different metrics in the HelpDocs dashboard. Here's what they all mean, and how we calculate them.

9 docs by 3 team members

What is the Happiness Score?

In the feedback tab, you'll find a metric called Happiness. This shows you a rough indication of the response from visitors about your knowledge base articles.

Filtering Stats

Customize HelpDocs stats with our many filters: date, categories, articles, users, groups, sources, IPs, and languages.

Understanding Productivity with Leaderboard

Leaderboard allows you to see which team members updated how many articles over a given period. Perfect for some healthy competition 🏆

What are Tickets Avoided?

In your HelpDocs dashboard you'll see a value for Tickets Avoided. This shows you how many user queries your HelpDocs have solved, without them needing to contact support.

Understanding Flamegraphs

Flamegraphs provide insights into article popularity over time, allowing you to identify top-performing content and optimize your strategy.

Getting Team Event History with Audit Trail

Audit Trail lets you track, filter, and review all team member actions in HelpDocs.

Understanding Articles Clicked

So you know what users are searching for but what about which articles they're clicking on after they've searched for it? That's exactly what Articles Clicked tells you.

Access Mode for Known Cloud Providers

Control cloud crawler impact on your Knowledge Base stats with flexible access modes that give you cleaner insights ✨

Exporting Your Stats

If you're in an all-hands meeting to show how customer support is performing, it can be useful to talk through the way customers are using and responding to your knowledge base.

A simple icon of a bookmark with a star near the bottom to represent a featured article A simple ribbon icon. It has a slightly rounded border and a star at the bottom of it. ​ What is the Happiness Score?

A simple icon of a bookmark with a star near the bottom to represent a featured article A simple ribbon icon. It has a slightly rounded border and a star at the bottom of it. ​ Filtering Stats