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
- Identify high-impact articles that reduce ticket volume and replicate their structure or style.
- Find gaps (topics with low article coverage but high ticket volume) and prioritize new documentation for them.
- 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
Agent-based reports
Ticket-based reports
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
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 keynoteWhatsApp 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 PlatformLive 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 toolsApple 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 helpZoho 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
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Zoho Sheet for Desktop
Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-childcant upload images in signature- urgent help needed. ta!
HI, I have been trying to insert the company logo in the signature. i have tried it several times since yesterday, the longest I waited was 1 hour and 12 minutes for the pop up window to upload a 180 KB .jpg file. what am i doing wrong.. an urgent replyAdd Ticket button in Home view
When I go to the My Tickets or the Knowledge Base view in our Help Centre, the Add Ticket button is available, but not in the Home view. I would really like for it to be displayed in the Home view as well. Is this possible? Thanks.Problem using Zoho Desk API
Goodmorning, I am trying to use the Zoho Desk API to create a dashboard in Grafana, but I am having a problem. Following the instructions in the API documentation, I created the API Console application (server-based application). Then I created the stringAdd zoho calendar to google calendar
Hi I keep seeing instructions on how to sync Zoho CRM calendar with google calendar but no instructions on how to view Zoho calendar in my google calendar.How to print a label from zoho creator app?
Hello, I would like to print a label from zoho creator app record similar to attached one. Size 74mm x 102mm. I tried record template. It leaves plenty of space around the content and also I couldn't set the height of the page. So it is not printing properly. Could someone please direct me to right direction for this requirement?City field suggestion in Zoho Books
Hi team, We are using Customers module in Zoho Books. In the Address section, we want to understand whether the City field can show suggestions while typing using any API or built-in feature. For example, if a user types “Mum”, can the system suggestNon-responsive views in Mobile Browser (iPad)
Has anyone noticed that the creator applications when viewed in a mobile browser (iPad) lost its responsiveness? It now appears very small font size and need to zoom into to read contents. Obviously this make use by field staff quite difficult. This is not at all a good move, as lots of my users are depending on accessing the app in mobile devices (iPads), and very challenging and frustrating.How can I check all announce?
Hiii, May I ask how can I check all the announce based on broadcast date instead of reply date based So that I will not will miss out any new functionWhat are the create bill API line item requiered fields
While the following documentation says that the line items array is requiered it doesn't say what if any files are requiered in the array. Does anyone know? API documentation: https://www.zoho.com/inventory/api/v1/bills/#create-a-bill I'm trying to addFunction #53: Transaction Level Profitability for Invoices
Hello everyone, and welcome back to our series! We have previously provided custom functions for calculating the profitability of a quote and a sales order. There may be instances where the invoice may differ from its corresponding quote or sales order.This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details
Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved. Thank youCannot connect to imap.zoho.eu on iOS26
Hey, I recently migrated to another iPhone and since then use iOS26. Every since then, I was not able to connect to "imap.zoho.eu" from Apple Mail. I tried deleting the account and adding it again, did not work. I tried creating an app password, didn'tPersonalize your booking pages with Custom CSS
Greetings from the Zoho Bookings team! We’re introducing Custom CSS for Zoho Bookings, designed to give you complete control over the look and feel of your booking pages. With this new feature, you can upload your own CSS file to customize colors, fonts,Marketer's Space: Plan smarter with Zoho Campaigns' Calendar
Hello Marketers, Welcome to another post! Today, we'll talk about a discreet yet significant feature that's neatly tucked inside Zoho Campaigns: the calendar. It might look like an optional but somewhat unnecessary feature that you can use occasionally,User
If user is already part of manage engine endpoint central , what hapens when i try to add them to another Zoho org / directory? Are these users added as external users?Create static subforms in Zoho CRM: streamline data entry with pre-defined values
Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next coupleOutlook - Zoho CRM Calendar Integration
I'm facing an issue integrating Outlook with Zoho CRM. Has anyone successfully connected their Outlook to Zoho, and are all your meetings and emails being captured correctly in the CRM? Any insights or troubleshooting tips would be appreciated【Zoho CRM】ポータル機能のアップデート
ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、ポータル機能のアップデートをご紹介します。 ポータル管理の新機能「自動招待」により、Zoho CRMからポータルへの招待を自動化できるようになりました。これまで必要だった、ユーザーごとの手動設定は不要になります。設定した条件に基づいて、対象ユーザーに自動で招待が送信されます。 ポータルの新機能 条件に基づく自動招待：指定した条件を満たすユーザーに、自動で招待を送信 招待設定：招待メールの言語を選択し、言語ごとに条件を設定可能Contact data removes Account data when creating a quote
Hi, Our customer has address fields in their quote layout which should be the address of the Account. They prefill the information, adding the account name - the address data is populated as per what is in the account - great. However when they then addI need to know the IP address of ZOHO CRM.
The link below is the IP address for Analytics, do you have CRM's? IP address for Analytics I would like to know the IP address of ZOHO CRM to allow communication as the API server I am developing is also run from CRM. Moderation Update: The post belowEmail was sent out without our permission
Hi there, One customer just reached out to us about this email that we were not aware was being sent to our customers. Can you please check on your end?Export all of our manuals from Zoho Learn in one go
Hi, I know there's a way to export manuals in Zoho Learn, but I want to export everything in one go so it won't take so long. I can't see a way to do this, can I get some assistance or is this a feature in the pipeline? Thanks, HannahAutomation#31: Automate Splitting Names for New Contact Records
Hello Everyone, This week, we present to you a custom function, which allows you to split the first and last names from the user's email ID based on the separator used in the ID. Having grown into a large firm, Zylker Techfix aims to optimize its processes,Automatically remove commas
Team, Please be consistent in Zoho Books. In Payments, you have commas here: But when we copy and paste the amount in the Payments Made field, it does not accept it because the default setting is no commas. Please have Zoho Books remove commas automTransfer ownership of files and folders in My Folders
People work together as a team to achieve organizational goals and objectives. In an organization, there may be situations when someone leaves unexpectedly or is no longer available. This can put their team in a difficult position, especially if thereProject Change Orders and Additions
We are in the process of migrating from QuickBooks Online to Zoho Books. We have Zoho One and like the ability to sync all of our data across everything. And I like that projects work in a way that's less dumb than QuickBooks. I'm trying to figure outZOHO Desk - Description of slave ticket disappeared after Merge
Dear Support, On Zoho Desk the description of a ticket disappeared after merging two ticket. The one which was the slave one completely disappeared. The problem that in this description there was an image which i had only on Desk in that ticket. CouldHow do I insert a cross-reference link to a different section within one Knowledge Base article using Zoho Desk?
I would like to insert a link within a Knowledge Base article to a different section of that same article. The section I want to link to is formatted with the Heading 3 style and is displayed within my TOC. However, I do not see any way to add a linkProblem Adding Facebook Account
Hi, I'm new here, I'm having trouble setting up my Facebook account as a social channel. I think the issue is down to how my Facebook is set up, which is pretty confusing. I have a personal Facebook account (let’s called it A) which is my main FacebookZoho Desk Teams App is not loading
Hi Zoho Desk support. Need an assistance on the Zoho Desk Teams app. Once I click View Ticket, it isn't showing anything. Kindly refer to attached: ZohoDesk Teams App_View Ticket Error.jpg For our Dashboard, we are still experiencing the same issue. KindlyAbout Meetings (Events module)
I was working on an automation to cancel appointments in zoho flow , and in our case, we're using the Meetings module (which is called Events in API terms). But while working with it, I'm wondering what information I can display in the image where theZoho People - Retrieve the Leave Details - get("LeaveCount")
Hi, Zoho People I need to collect all of an employee's leave requests for the calendar year and check how many half-days they have taken. If I run the script on the query he just modified, I can retrieve the information related to that query and use theMapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually
Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be ableWhich WhatsApp API works seamlessly with Zoho CRM?
I’m exploring WhatsApp API solutions that integrate seamlessly with Zoho CRM for customer communication, lead nurturing, and automation. I would love to hear insights from those who have successfully implemented WhatsApp within Zoho CRM. My Requirements:Allow people to sign a zoho form by using esign or scanned signature
Allow people to sign a zoho form by using esign or scanned signatureButton to Reapply Filters on Sheet(s)
I wrote a macro that I attached to a button to reapply the filters on all my sheets and it says it works, but it doesn't actually do anything. What is wrong with it? Is there another way? Or even make it work for one sheet? Sub UniversalFilterRefresh()Integrate Multiple ZohoBooks organization with zoho projects
We have successfully connected our Zoho Books with Zoho Projects for synronizing timesheet data. Our Business specialty is, that the staff of the Main company (A) is working on several projects, but the Clients are sometimes contracted and paying to aZoho OAuth Connector Deprecation and Its Impact on Zoho Desk
Hello everyone, Zoho believes in continuously refining its integrations to uphold the highest standards of security, reliability, and compliance. As part of this ongoing improvement, the Zoho OAuth default connector will be deprecated for all Zoho servicesNext Page