1. Comments that help center readers have left on the article (published articles)
   
2. List of attachments that are included in the article
   
3. Insights like the number of views, likes, and dislikes
   
4. Feedback that the help center readers have left on the article
   
5. History of actions that have been taken on the article, such as the last published date and last updated by
   

Note: For more information on the access settings required, refer to the Managing Access Settings knowledge base.

Article comments 

1. The agent profile must have the required Knowledge Base permissions enabled to add comments to the articles.
   
2. Navigate to the Knowledge Base module > Manage KB > Access Settings, and enable the Allow users to comment on articles option to allow users to add their comments to the articles. 

Attachments  

Note: The agents with Update or Update All knowledge base permission can add attachments to the articles.  

Insights

1. Agents: The agent view count includes both the total number of article views and the number of agents who viewed the article. The article views of all user profiles, including Admins, Agents, and Light Agents, are combined and displayed collectively under the Agents view. A higher count of 'Agents View' implies that the article is frequently accessed by the internal team, indicating that it contains valuable information to assist customers effectively.
2. Registered users: Registered users refer to the individuals who have signed in to the Help Center. Monitoring the views from registered users can help you understand how frequently your existing customers or users refer to the article for assistance. High views from this group could indicate that the article addresses common user inquiries or issues.
   
3. Anonymous users: Anonymous users are individuals who access your Help Center or Desk portal without creating an account or logging in to Zoho Desk. Tracking the views from anonymous users can provide insights into the needs and interests of the anonymous visitors. More views from this group may indicate that the article is attracting a broader audience or addressing generic issues that most users frequently encounter.
   

Note: The view count displays the total number of views in the past two years. Views captured before two years will be moved under the anonymous user count.

1. Knowledge base - Only agent views
   
2. Help Center
   
3. ASAP Web
   
4. ASAP SDK
   

1. Likes & Dislikes - The count of likes and dislikes for the article could indicate its popularity. Upon clicking the number, you can see who has liked or disliked the articles. The list of registered users can also be seen.  
   
   
2. Comments - Customers can leave queries, suggestions, and report errors in the article by posting their comments. This provides an opportunity  to enhance the content and keep it up to date. 
   
3. Used in Ticket - This count indicates the number of times the agents used the article while replying to tickets. Agents can copy and paste an article directly in their email response while responding to customer tickets. This number can help you track the usage of the suggested articles 
   
4. Created by - The name of the agent who created the article, along with the timestamp, is displayed.
   
5. Last updated - The name of the agent who updated the article recently, along with the timestamp, is displayed.
   
6. Approved by - If the agent added a reviewer to the article, and they approved it, their name is displayed in the approved by section.

Resetting article metrics

Notes:

1. Users who have the permission to update the Knowledge Base can reset the metrics.
   
2. Once reset, the old data will not be saved, so you will be unable to revert.
   
3. You can reset likes, dislikes, and views to zero.
   
4. After resetting the chosen metrics, their log will be recorded under the article's History.
   

To reset metrics

Feedback

Note: Customers or help center users can leave feedback only if the permission to do so is enabled in the Knowledge Base settings. Read more on setting Knowledge Base access. 

Manual conversion to tickets

Note: You can also convert feedback from the Feedback section in the Knowledge Base Dashboard.

Automatic conversion to tickets

1. The Show feedback form on downvoting article must be enabled and the Require Email option should be mandatory to convert a feedback to ticket.
   
2. If the Auto-create Tickets from Feedback option is enabled, then the feedback will be automatically converted into a ticket and it will be assigned to the agent based on the category settings. 
   

Article history

1. The history maintains a record of all these events in a chronological order that can be beneficial to restore content which may have been deleted inadvertently. 
   
2. Admins can track user actions, including who performed an action, what the action was, and when it was done. 
   
3. The history shows the different versions that have been created for an article. The history can be filtered by multiple types, and it is field specific. However, you cannot filter the history events by a date range.
   

Article versions

Note: Each time a draft is saved, it is considered a minor version, while publishing an article is considered a major version.

Comparing versions

When you compare versions, Zoho Desk displays the two versions side-by-side. The most recent version is to the left, and the version that you are comparing it with is on the right side. The two versions scroll synchronously so that you can see the changes in context. You can also click the Expand icon (  ) to view the comparison panes on a larger window.

Note: You cannot edit the versions while you are comparing them.

Restoring a version

1. A note cannot be deleted once added.
   
2. The note should be within 250 characters.