Reporting: Detailed Solutions (Knowledge Base) Reporting is CRITIAL
started a topic
about 5 years ago
Reporting on Solutions is non-existent and needs to be addressed ASAP as this is a critical part (self-help) of any ticketing system.
The absolute minimum should include:
Top N Most Viewed Articles
Top N Least Viewed Articles
Top N Most Highly Rated Articles
Top N Most Low Rated Articles
All articles from most viewed to least viewed
All articles from highest rated to lowest rated
All articles from most recent to oldest
In addition to this, you should track deflection rate by tracking how often a users starts a ticket, then see the list of possible matches to their question and finds the answer without actually creating a ticket. This is incredibly powerful information for determining which articles in the KB are the most helpful at deflecting tickets from agents.
They have been promising this reporting for over four years and there is NOTHING, so much for what a customer needs. We are also looking at ZenDesk, just because we can get the data we need on article click through and other analytical data!
8 months ago
I also want this and agree 100%. So how else do I judge if my KB is responsible directly for a reduction in ticket volumes?
Come on FD - pull your fingers out!
6 months ago
One of their agents posted this in another topic. Im happy for any additions to help metrics although I hope the next suggestion does not take 5 years to implement.
Hey! With the new reporting module, Analytics, We are almost near the finish line in having a report built with metrics and widgets around the knowledge base. We are as much as excited as you are to work on a new, dedicated platform that renders data on how many Kbase articles were viewed, how many liked, how many disliked, etc. This should be out real soon and you should be able to find it on our release notes in the near future. Thanks!
4 months ago
Bumping this thread once again - 5 years later and still nothing. Any updates from the Freshdesk team on this one?
4 months ago
Two years ago you posted that this was a priority. Where is it? It was requested 5 years ago!!
4 months ago
So it's been a couple of years.. are there any plans to put some actual reports in for the knowledge base? How many views is nice, except that I have to take screenshots every few weeks and then compare them, which is pretty labor-intensive (especially since I can't do it with one screenshot, it takes about 4 or 5). I can't even download a list of articles and the basic stats that are there. It would also be EXTREMELY helpful to know where the views are coming from - a widget on a particular URL, for example - or who is looking at the article (a contact that is signed in, for example). I'm looking at the stats and since we like to demo the widget, I have no idea how many of our views are tests and how many are real. Help! Thank you!
1 person likes this
3 months ago
Any updates on this? Is it ever going to happen?
2 months ago
Some of these little quirks are certainly not favorable. We are migrating to Zendesk instead since we now have a budget for that. Its a shame because hands down Freshdesk is the great competitor to Zendesk but because it lacks in some of the basic features you would think would be available and not, thats its downfall. Make it easier to bring your own SSL, expand on reporting, bulk operation features for tickets, then Freshdesk will be able to more solidly keep clients. I have personally enjoyed its use though and it is great for small companies.