Read help center reports
See how often articles are read, how many readers found them helpful, what they said was missing, and which searches found no answer, so you know what to write.
Last updated 2 min readPreview
Reports show whether your help center works: what people read, whether it helped, and what they searched for without finding an answer.
Before you start
- Who can see this: everyone who can open Settings > Help center.
- Plan: all plans.
- Good to know: reports start counting once your help center is published.
Step by step
- Open Settings > Help center.
- Choose the Reports tab.
- Read the three numbers at the top: Article views, Found it helpful and Searches with no answer (30 days).
- Under Searches with no answer, press Write this article next to a search to start an article with that title.
- Under Marked unhelpful, with comments, press an article to open and improve it.
- Under Most read, check your top articles are still correct.
What happens next
| Section | What it shows |
|---|---|
| Article views | How often your published articles were opened |
| Found it helpful | The share of Yes answers, and how many answers |
| Searches with no answer (30 days) | Searches on your help center and in the chat widget that found nothing |
| Marked unhelpful, with comments | What readers said was missing or unclear |
| Most read | Your most opened articles |
Readers see "Was this helpful?" at the end of every article. After No, they are asked "What was missing or unclear?", and the comment is optional.
Tips
- Check Searches with no answer every week. Each one is an article your customers already asked for.
- If a search should have found an article, add the searched words to that article's title or first paragraph.
- Rewrite any article whose helpful share stays low, starting with the most read ones.
Troubleshooting
"Every search in the last 30 days found at least one article."
Nobody searched without a result. Nothing to write for now.
"No comments yet."
No reader has left a comment after answering No. Comments are optional.
"Nothing published yet."
Publish at least one article, and turn on Publish the help center, before views can be counted.
Frequently asked questions
How do I see which help articles customers read most?
Open Settings, Help center and choose the Reports tab. Most read lists your published articles by views, and Article views at the top shows the total. Use it to decide which articles to keep most up to date, and which topics deserve a clearer title or a link from your store.
What does Searches with no answer mean?
It lists what people typed into your help center search or the widget's Help tab in the last 30 days that found no article, with how many times each was searched. Press Write this article next to a search to start a new article with that search as its title.
How does Was this helpful work on my help center?
Each article ends with Was this helpful and Yes or No. After No, readers can say what was missing or unclear. One vote per visitor per article counts in 24 hours, so repeat clicks never inflate the numbers, and visitors are never identified by name.
Where do I read the comments readers leave on articles?
On the Reports tab, under Marked unhelpful, with comments. Each comment shows the article it belongs to and when it was left. Press the article title to open it in the editor and fix what was missing. Comments are optional, so many No answers come without one.
Can agents see the help center reports?
Yes. Everyone who can open the help center editor, which means owners, admins, agents and viewers, can read the Reports tab. Only owners, admins and agents see the Write this article shortcut, because viewers cannot write articles.
Was this helpful?
Related articles
- Write a help articlePreviewUse the help center editor to write clear answers with headings, steps, pictures, videos, tables, callouts and click paths, then save a draft as you go.
- Show your help center in the chat widgetPreviewLet visitors search your help articles from a Help tab in the chat widget, open answers in a new tab, and still start a chat when no article fits.
- Help article SEO, summaries and FAQsPreviewHelp customers find your articles on Google and in search: set a focus keyword, search title and description, follow the live checklist and add FAQs.
- Publish, review and restore articlesPreviewTake a help article from draft to review to published, edit a live article safely, unpublish or delete it, and restore any earlier version from History.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.