Popular Articles Report

From data to decisions: A deep dive into ticketing system reports

Content management teams can use various metrics to assess the effectiveness of knowledge base articles, improve content quality, and ensure articles are regularly updated. Predefined article reports allow organizations to identify the most popular and frequently suggested articles and evaluate the usefulness of the content for both users and support teams. 

Analyzing metrics such as the most-liked and most-disliked articles provides additional insights into the relevance and quality of the information provided. This approach not only enhances user self-service capabilities but also reduces the volume of incoming support tickets.

What are article-based reports?

Article-based reports use the Knowledge Base module as their data source and display metrics such as views, feedback, and ticket usage. They help content owners, support leads, and managers understand which articles are helping ticket deflection and where documentation needs improvement.

You can access article-based reports from the Analytics/Reports section by selecting the Articles module or utilizing the predefined Article Reports. Additionally, the Knowledge Base Dashboard provides a visual representation of article metrics, including overall traffic and engagement trends.

These article-based reports show you how useful and engaging each knowledge base article is. You can use this information to improve self-service content based on honest customer feedback and usage.

This report showcases the articles that have garnered the most likes from readers in your Help Centre or knowledge base. It clearly identifies the content customers find most helpful or satisfactory, allowing you to pinpoint exemplary articles, adopt their format, and promote them more effectively, such as by featuring them in FAQs or onboarding processes.

Popular Articles 

The popular articles feature typically ranks content based on engagement metrics, such as views and likes, to highlight the articles that are most frequently visited and appreciated by users in the Help Centre. This allows for the effective promotion of high-impact content to end users, such as showcasing a "Popular Articles" section on the portal's homepage. Additionally, it provides your team with insights into which topics are currently in demand, enabling you to tailor new content or automation (such as Zia suggestions and related articles) to address those areas better.

Key article-based report metrics include:

• Popular or most-viewed articles over a selected period
• Articles most frequently suggested or used in ticket responses (via KB suggestions)
• Article feedback, like likes/dislikes, ratings, or usefulness
• Article status and ownership (published/draft, author, category, last updated date)

How the reports are typically used

1. Identify high-impact articles that reduce ticket volume and replicate their structure or style.
2. Find gaps (topics with low article coverage but high ticket volume) and prioritize new documentation for them.
3. Monitor content hygiene by tracking stale articles, low-performing content, and ownership for periodic reviews.
   

Conclusion

To boost content quality and engagement, use "most liked" articles as a model for structure and language, and apply this to new or underperforming article pieces. Identify "most disliked" items to create a backlog for improvement, and after making edits, track metrics (likes, dislikes, views) to assess impact. Finally, leverage "popular articles" to decide what to feature in the Help Center, convert into videos or FAQs, and integrate into ticket templates and email responses.

 

Please stay tuned for more in the Desk Reports series.

 

Regards,

 

Kavya Rao

The Zoho Desk Team

Also read:

Time-based reports

• Resolution Time Report
• Response Time Report
• SLA Ticket Report

Agent-based reports

• Agent Availability Report
• Agent Performance Report

Ticket-based reports

• Lifecycle Reports
• Incoming Threads Report
• Ticket Stages Report
  

• Topic Participants

• Kavya Rao Addepalli

  

• Sticky Posts

• Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

  Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

• WhatsApp pricing changes: Pay per message starting July 1, 2025

  Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

• Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

  Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

• Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

  Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

• Zoho Desk Cheat Sheet For The Year-End

  Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

• Recent Topics

• Kaizen #219: Actions API - Webhooks APIs - Part 1

  Hello all!! Welcome back to a fresh Kaizen week. In the previous weeks, we covered Workflow Rules APIs, Actions APIs - Email Notification APIs, Tasks Update API, and Field Update API. This week, we will continue with another Actions API - Webhooks API

• Pricing Strategies: #3 Services never Stop with just Plans

  "Hey, while you're here, could you also take a look at the vegetable patch?" Aaron hears that line almost every week. He runs a small gardening service, the kind where customers subscribe to a simple monthly plan that includes basic maintenance, mowing,

• Presenting ABM for Zoho CRM: Expand and retain your customers with precision

  Picture this scenario: You're a growing SaaS company ready to launch a powerful business suite, and are looking to gain traction and momentum. But as a business with a tight budget, you know acquiring new customers is slow, expensive, and often delivers

• Cropping Photos for Zoho Sites

  Hi, I'm wondering if there is a built in crop tool for zoho sites for my photos so I can crop them and see what the crop looks like on the site?

• Deluge scripts

  Why is there not a search function to make it easier to find the script of interest when modifications are required.

• WorkDrive and CRM not in sync

  1/ There is a CRM file upload field with WorkDrive file set as the source: 2/ Then the file is renamed in WorkDrive (outside CRM): 3/ The File in CRM is not synced after the change in WorkDrive; the file name (reference) in CRM record is not updated (here

• zoho sheet stuck

  I Need help. ZOHO sheets stuck on the loading screen. I've already deleted the system cache and cookies of my browser (google chrome) but it's still not opening. 

• bulk edit records and run internal logic

  hi there is few logics in manner "it this than that" logics work well when i edit entry openning it one by one (via workflow "on add/edit - on success" , for custom field "on update/on user input") but when i try bulk edit records - logic does not work.  how can i turn on logic to work as programmed - for mass editing records via bulk edit?

• WebDAV / FTP / SFTP protocols for syncing

  I believe the Zoho for Desktop app is built using a proprietary protocol. For the growing number of people using services such as odrive to sync multiple accounts from various providers (Google, Dropbox, Box, OneDrive, etc.) it would be really helpful

• Emails sent through Bigin are not posting in IMAP Sent folder

  I have set up my email to work from within Bigin using IMAP.  I am using IMAP so I can sync my email across multiple devices - phone / laptop / desktop / iPad / etc.  I want all my emails to populate my email client (outlook & iphone email) whether or

• Possible for first Signer of Sign Form to specify the next signer in the sequence

  We have many use cases where multiple signers need sign the same document. We'd love to be able to use sign forms, where the a signer who uses the Sign Form link can specify the name and email address for the next person in the sequence.

• BUG: Can't copy-paste data outside Sheet

  Currently I can't paste data copied from inside any of my Zoho Sheet files to any other app. Copy-paste works inside the sheet It does NOT work between two different sheets These sheets are built from automation templates Everything works fine if I create

• Zoho CRM Community Digest - November 2025 | Part 1

  Hello Everyone! Here’s what came through in the first half of November: new updates and a few helpful community discussions with real, notable solutions. Product Updates: Android App Update: Inctroducing Swipe Actions You can now swipe left or right on

• Upload own Background Image and set Camera to 16:9

  Hi, in all known online meeting tools, I can set up a background image reflecting our corporate design. This doesn't work in Cliq. Additionally, Cliq detects our cameras as 4:3, showing black bars on the right and left sides during the meeting. Where

• The Social Wall: November 2025

  We’re nearing the end of the year, and the holiday season is officially kicking in! It’s that time when sales peak and your social media game needs to be stronger than ever. We’re back with exciting new updates across AI, analytics, and the mobile app

• Truesync for Linux

  Is Truesync available on linux ?

• Hidding/excluding specific picklist options from filter

  Hi. Is it possible to hide/exclude specific picklist options from this filter? I don't want them to be shown when someone tries to filter in the leads module

• Subforms to Capture Multi-Row Data in Job Sheets

  Subforms transform your job sheets from simple checklists to powerful, data-rich forms. In field service work — whether maintenance, inspection, installation, or repair — a single job can involve multiple repeatable entries: readings, parts used, activities

• 年内最後のユーザー向けイベント：5名限定！ 課題解決型ワークショップイベント Zoho ワークアウト開催のお知らせ (12/18)

  ANNOUNCEMENT 1 REPLY INSIGHTS ユーザーの皆さま、こんにちは。Zoho ユーザーコミュニティチームの中野です。 12月開催のZoho ワークアウトについてお知らせします。 今回はZoomにて、オンライン開催します。 参加登録はこちら（無料） https://us02web.zoom.us/meeting/register/QHn6kJAcRs-znJ1l5jk0ww ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目的とした「Zoho

• Add "Fetch Composite Item" Action for Inventory

  I want to make a Flow that uses information returned in the GET call for Composite Items, and it's not currently available in Zoho Flow. Please consider adding this functionality.

• Adress Labels for sending of the oder und barcode

  We want to print with my address labels to stick on the order of the ware can. there are these options?

• printing individual labels - Dymo LabelWriter

  I am trying to print individual labels to my Dymo LabelWriter - has anyone done this? Latest Update (December 2025): The Canvas Print View is now available! We encourage you all to try it out and share your feedback with us. Learn more here: Zoho CRM

• Zoho Creator for Agriculture

  Greetings, I am starting to work on  Zoho Creator specifically for the agricultural field, any recommendations, tips or ideas that might be helpful ? Also, if you are interested by any means in working on such project, kindly contact me. The project is

• Custom Print Layout

  I would like to create a custom print layout of a Lead or Contact. Is there a way to do that? What I mean is that if I'm viewing a specific lead or contact I'd like to be able to print or export that lead/contact and only print and/or export certain information.

• Print View

  Nothing happens when I'm in a module , ie; Contacts, and I hit the Print View Button. Even when it does come up and say "loading", nothing loads

• Get Holiday ready with Zoho Mail's Offline mode

  With the holiday season right around the corner, this is the perfect time to get ready to unplug, relax, and enjoy a well-deserved break. In addition to preparing yourself, you can also make sure your organization members are set for their time away from

• Zoho CRM Kiosk issues

  Firstly this is for a system on the AU servers if that makes a difference. Issues are as follows (For Kiosk): 1. Re-ordering fields in the screen builder is broken. The fields seem to be re-ordering themselves, unless you order everything by moving the

• Zoho Books emails suddenly going to Spam since 11 Nov 2025 (Gmail + now Outlook) — anyone else?

  Hi everyone, We migrated to Zoho Books in July 2025 and everything worked fine until 11 Nov 2025. Since then, Zoho Books system emails are landing in customers’ Spam (first Gmail, and now we’re seeing Outlook/Office 365 also starting to spam them). Impacted

• how to Solve Conflict Invoices in Zoho POS

  Hello Team, I am facing a repeated issue in Zoho POS while saving a sale that contains service-based items. My products are intentionally created as Service (Non-Inventory) items because I do not want to track stock for them. However, every time I try

• Email Template Edits Not Saving

  I can make an edit, click save, and see the blue bar annimation at the top, but the edits don't actually save. Important, because my email templates are now broken and clients are receiving bad emails. Tried on Chrome, Firefox and IE.

• Default Ticket View - Table?

  Guys, We mostly use the table view to queue tickets. Maybe I am missing it - but how can I set that view as 'default" for all our agents? Thanks JV

• Duplicate customers being created in Desk

  Hi I've trying to work out why I've getting duplicated customers being created in my desk. I have an external booking system that generates an email when I get a customer booking a job. A booking email gets sent to Desk where I manage the booking and

• Can I have different users see different pick list values for Potential Stage?

  We have some users focusing on new business and others focusing on existing business, and they follow different sales processes/cycles, so we would like them to see different pick list values for Stage (eventually leading up to Closed Won/Lost in both cases).   And just to keep it interesting - some of these users will of course do a combination, so would need to see one pick list for their New business potentials and a different pick list for their Existing business ones.   Salesforce does this

• Links in Instagram

  Hi there, I have been using Later for a while now but keen to come back to Zoho Social as Later doesn't offer tagging of pages on Facebook but they offer something Zoho doesn't. You can add a link to your bio which opens up your profile feed where images

• Tracking Snippet not working in Zoho Marketing Automation!

  First off, the fact that you have to wait about 12-24 hours for every response is terrible. How are we supposed to conduct business? Second, we have been trying for several days to get the Tracking Code Snippet in marketing automation to work, to no avail.

• email moderation issue when email is sent in the name of a mail group

  Symptom: an email that is sent by a mail group moderator in the name of a moderated mail group is held back for approval. Reproduction: Create a moderated mail group with members and moderators. Allow that mails can be sent in the name of the group (extended

• Is there any way to send an Excel received by email to Dataprep?

  Every day I receive an email alert with an Excel file that I want to process through a Dataprep pipeline. To do this, I need to: -Save the file to disk -Open the pipeline -Run the pipeline -Update the source -Several clicks to select and open the saved

• Recruit paid support?

  Hi all, Could anyone who has paid support package advise if it provides value for money with regards to support response times? Exploring the idea as unfortunately when we have faced issues with Recruit it has been a 7+ day timescale from reporting to

• Using IMAP configuration for shared email inboxes

  Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure

• Hotmail is blocking the zoho mail IP

  Greetings, Since last Tuesday (5 days ago today) I wrote to Zoho support and I still haven't received a single response (Ticket ID: 2056917). Is this how you treat people who pay for your email service? I am making this public so that those who want to

• Next Page