Add Usage & Voting Analytics for Knowledge Base Articles in Zoho SalesIQ

Add Usage & Voting Analytics for Knowledge Base Articles in Zoho SalesIQ

Dear Zoho SalesIQ Team,

We appreciate the current integration between Zoho Desk and Zoho SalesIQ that allows knowledge base articles to be synced and displayed to users directly within the SalesIQ chat interface.

One valuable feature already available is the ability for users to vote on whether an article was helpful or not. However, we have identified a significant gap:

🚫 Current Limitation

While users can vote on articles within the SalesIQ interface, there is currently no report or analytics dashboard available to:

  • Track how many users viewed or clicked on an article within SalesIQ

  • View the number of helpful vs. not helpful votes

  • Analyze which articles are performing well and which may require improvement

✅ Proposed Solution

We propose the addition of a dedicated analytics/reporting module within Zoho SalesIQ that provides the following insights:

  1. Article View/Click Counts: Total number of times each article was viewed or opened from the SalesIQ interface.

  2. Voting Summary:

    • Number of "Yes, this was helpful" votes

    • Number of "No, this was not helpful" votes

    • Option to view percentage helpfulness score for each article

  3. Trend Graphs:

    • Daily/weekly/monthly usage trends for each article

    • Identify articles with increasing/decreasing engagement

  4. Consolidated Feedback Dashboard:

    • A summary table of all synced articles with columns for views, positive/negative votes, and feedback rating

    • Filter and sort by engagement, usefulness, or negative feedback

  5. (Optional): Consolidate this data with existing Help Center article reports in Zoho Desk, or at least offer cross-linking between the two systems for unified reporting.

💡 Benefits

  • 📊 Enables teams to optimize their knowledge base by identifying which articles help users and which do not.

  • 🧠 Helps prioritize improvements or additions based on real user feedback.

  • ⏱ Saves time by eliminating the need to guess or rely on anecdotal feedback about article quality.

  • 🔁 Provides a feedback loop to content writers and support teams.

We strongly believe that adding analytics around article usage and voting in Zoho SalesIQ would bring huge value to all customers using SalesIQ and Zoho Desk together.

Thank you for considering this improvement!

Sincerely,
Ram