The Article Report in HappyFox Helpdesk provides valuable insights into your knowledge base's performance. Agents with the "View Article Reports" permission can access this report to analyze the usage and engagement of articles within your Helpdesk.
Accessing Article Reports:
To view the article report:
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Go to the Reports module.
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Ensure you have the "View Article Reports" permission.
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Under the KB Insights section, select Article Reports to view the details.
Key Metrics in Article Reports:
The Article Report includes several key metrics related to your knowledge base articles:
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Total Articles: Displays the total number of articles created in your Helpdesk knowledge base.
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External Articles: Shows the number of articles that are accessible to your customers.
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Internal Articles: Lists the number of articles accessible only to your agents.
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Drafts: Provides the number of articles that are saved as drafts and have not yet been published.
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Most Viewed Articles: Displays the top 10 most viewed articles based on the number of views each article has received.
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Most Liked Articles: Lists the top 10 articles with the most upvotes (likes) from contact.
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Most Disliked Articles: Shows the top 10 articles with the most downvotes (dislikes) from contact.
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Most Suggested Articles: Displays the top 10 articles that have been most frequently included in ticket updates, indicating their relevance to customer queries.
Filters:
You can filter the report data by date range to analyze the performance of articles over specific time periods.
Access Control and Permissions:
Only agents with the "View Article Reports" permission can access these reports. The permission can be granted under Role Settings in your Helpdesk.