Popular Articles Report

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)
Notes

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




    • 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

    • Zoho Projects - Attachments added to Task and Bug emails are not saved

      Hi Projects team, I have been experimenting with emails into projects to create tasks and bugs. I have noticed that attachments added to the emails are not saved to the task or bug. Is this normal behaviour? Thanks, Ashley

    • Zoho Inventory's latest shipping integration updates at a glance.

      Hello Users, We would like to share some important news about our latest improvements in the Shipping integration capabilities of Zoho Inventory that we achieved in 2024 with some of our major integration partners in key editions across APAC, North America,

    • Sorting a list of record acquired from the zoho.crm.searchRecords function.

      This is something for which I'm trying to figure out a straightforward way to do. The searchRecords does a great job fetching me the records that I want. However, in some cases, where it returns multiple records, I want it to sort the returned list by date of creation of that record, so that when I do records.get(0), I get the most recent record.  As an example, here's my sample pseudo code: records = zoho.crm.searchRecords("Clients", "Office_Number:equals:123456"); Now the "records" list above contains

    • Zoho Inventory Custom Field Update

      Hello All, In this post I am describing how can we Update the Custom Field Value in Zoho Inventory. // Get Org ID orgid = organization.get("organization_id"); // Field Value resvp = ifnull(item.get("purchase_rate"),null); // Record ID iid = item.get("item_id");

    • Deprecation of the Zoho OAuth connector

      Hello everyone, At Zoho, we continuously evaluate our integrations to ensure they meet the highest standards of security, reliability, and compliance. As part of these ongoing efforts, we've made the decision to deprecate the Zoho OAuth default connector

    • Alphabetically

      How can i arrange alphabetically - (Manage Manufacturer) Field in Item Master 

    • Spotlight series #6: The Show app for Android TV has a new look!

      Hello everyone! We are delighted to introduce our revamped and redesigned Show app for Android TV.  Smart TVs are exploding in popularity. Android TV alone has over 110 million active monthly devices. Zoho Show, as part of a constant effort to improve

    • Can i set a default value for country and state in address field in zoho creator?

      Can i set a default value for country and state in address field in zoho creator?

    • Convert HTML to PDF & Send as Email Attachments in Zoho Creator (Deluge)

      This approach is useful for sending welcome letters, instructions, or promotional offers after order creation. // 1. Define the variables using the submitted input customerName = input.Customer_Name1; orderID = input.ID; customerEmail = input.Email_Address; //

    • Redirect after submission is not working after a few submission

      I have setup redirect url correctly and everything works as expected. However, it seems that there's a limit to the number of submissions before the redirect stops working. After the "limit" is reached, the page redirects to a seemingly zoho hosted page,

    • Enhancement Request for Multi-Asset Work Order Feature

      Hello Latha, Thank you for your continued support. The multi-asset Work Order feature is extremely helpful. I did some testing based on our requirements, and during the process, I noticed a few areas where we need your team’s support to improve the feature

    • Marketing Tip #8: Run limited-time offers

      Exclusive offers that don't last long make shoppers purchase right away instead of waiting. Run a flash sale or limited-time discount to convert interest into sales. Try this today: Set up a "Buy X Get Y" coupon in Zoho Commerce valid for a limited time

    • Add Option to Mass Dispatch by User

      Hello! We are using the dispatch console to dispatch service appointments to our service ressources. Right now, the process is our dispatcher verifies each ressource's route for the day and dispatches it after validation. Sadly, there doesn't seem to

    • Free webinar: Zoho Sign unwrapped – 2025 in review

      Hey there! 2025 is coming to an end, and this year has been all about AI. Join our exclusive year-end webinar, where we'll walk you through the features that went live in 2025, provide answers to your questions, and give you a sneak peek on what to expect

    • Zoho Projects - Email notification relabelling of modules not present on default templates

      Hi Projects Team, I noticed that in the default email template notification, the word "bug" was not renamed to the lable I am using in my system. As many users may used the Bugs modules for various purposes including Changes, Revisions, Issues, etc...

    • Include the "Added Email ID" to the Filters of a Report

      Hi, With a Report and lots of entries, a normal thing is to filter entries by the submitter, but that is not included in the Auto Filter of Reports and you can't add a custom filter to a Report without specifying the actual value. I would like to be able

    • Loops in Deluge

      Hi, Can someone tell me how I do a simple loop in deluge? For example, if i have a variable "X" containing a number of loops to perform, i would like to perform an action X amount of times. X = 10; do while (Y < X){       // ... do something } to further explain, the equivalent in PHP of what i am trying to acheive would be: $X = 20; for($Y = 1; $Y < $X; $Y++ ){       // ... do something } Thanks

    • I am facing a problem with an if-else condition

      If I use if, else if, and else conditions in Deluge with the same variable name, sometimes the variable causes an error because the same variable name is present in every block

    • Zoho Projects - Reply by email to @ mentions posted on the Feed.

      When mentioning someone on the Feed (Status), it would be great if that mentioned person could reply to the email notification to update the Feed thread.

    • Zoho Analytics Bulk Api Import json Data

      HI, I’m trying to bulk-update rows in Zoho Analytics, and below are the request and response details. I’d like to understand the required parameters for constructing a bulk API request to import or update data in a table using Deluge. Any guidance on

    • Record Overseas Transactions Along with CC charges

      Hi All, We receive payments via stripe in multiple currencies and stripe takes around 2.5% fees. The amount is settled in INR into our local bank. What should be the currency of the income account used for Stripe payments? Here is a sample flow that we

    • Product Updates in Zoho Workplace applications | October 2025

      Hello Workplace Community, Let’s take a look at the new features and enhancements that went live across all Workplace applications this October. Zoho Mail Create Signature from Compose window You can now effortlessly create a Signature using the Create

    • Subform data to Sheets

      I have been trying to setup a Zoho Flow automation to bring any Subform input to a Zoho Sheets but it seems impossible to post the subform entries to a Zoho Sheet. Is there any way to do it via Zoho Sheet API? https://www.zoho.com/sheet/help/api/v2/#CONTENT-Insert-row-with-JSON-data

    • Edit Contact Roles in the Potentials Mod

      New to ZOHO so I need some help. I work the same people on different projects concurrency. Their contact info remains the same but their role changes from project to project. In the Potential Mod you can pick contacts and assign a Role to them. I know

    • Is there a way to disable the Activity Reminders Pop-Up Window every time I log in?

      Just wondering if there is a setting to disable the window from opening every time I open my CRM? Thanks Chris

    • Hide fields only for creation

      Hello, I'd like to hide some fields only during the creation of a contact in Zoho CRM. In fact I have some fields that are automatically calculated thanks to an automation, so when my users create a contact I don't want them to fill those fields. I know

    • Rich-text fields in Zoho CRM

      Hello everyone, We're thrilled to announce an important enhancement that will significantly enhance the readability and formatting capabilities of your information: rich text options for multi-line fields. With this update, you can now enjoy a more versatile

    • Font Size 11 - Zoho CRM Email Templates

      Our company communicates with our vendors exclusively using Calibri Font Size 11, as this is the standard formatting for professional emails. Since the CRM only allows for the selection of font sizes 10 & 12, we have been unable to utilize the CRM email

    • Error 400 Booking

      Added a custom domain to Booking. Am Getting a SSL Error that has some other domain on the SSL and giving a 400 error. Followed instructions and it stated it verified our domain.. However it is not working. Please Help!

    • Error AS101 when adding new email alias

      Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.

    • New feature request: Allow copy of email message to another folder

      Hello Zoho team, This is a suggested new feature to allow copy an email message to either another folder or the same folder. Within the same Zoho account. This is not a support request about "label". This is a suggested new feature to allow copies of

    • Link Purchase Order to Deal

      Zoho Books directly syncs with contacts, vendors and products in Zoho CRM including field mapping. Is there any way to associate vendor purchase orders with deals, so that we can calculate our profit margin for each deal with connected sales invoices

    • Zoho Projects - Email Notifications for Feed Updates

      Hi Projects Team, I'm working with a client who wants a simple way to communicate with their customers on projects. Getting the customer to add comments to Tasks or Bug records is not ideal, as we need a way which is easy with minimal training, and has

    • Zoho Analytics Export API

      Hi Team, I’m working on some integration tasks and wanted to confirm if it’s possible to retrieve a Zoho Analytics table as JSON data using a Deluge script. I’ve already stored my custom data from multiple sources and combined it into a single source.

    • Loading Project Balances in ZOHO Books for each project

      Hello, What is the best method for loading project balances actual and budget into ZOHO books to provide tracking to our project managers. We have projects and federal awards (also treated as projects) which span multiple years. We are converting from

    • Request to Remove LinkedIn Verification from My Emai

      I would like to submit a complaint regarding my Zoho Mail account. I previously used this email address to verify a LinkedIn account, but that LinkedIn account has now been closed. I need to remove or cancel the verification associated with the closed

    • How to Billed from two different GST Numbers

      How to Billed from two different GST Numbers. Suppose ABC & Co had GST registration in Delhi and Haryana and Zoho account is created with Delhi GST Registration number. Now i also want to issue invoice from Haryana GST Registration number. How can i proceed ?

    • Introducing the all-new email parser!

      Greetings, We are pleased to introduce to you, a brand-new, upgraded version of the Zoho CRM Email Parser, which is packed with fresh features and has been completely redesigned to meet latest customers needs and their business requirements. On that note,

    • Zoho Projects - Refine Access to Collaboration Menu

      Hi Projects Team, I noticed that Calendar, Chat and Meeting menu options in the Collaboration section are visible to client users, even when they don't have access to the features. This could be confusing and frustrating, because if it's there you expect

    • Kaizen #217 - Actions APIs : Tasks

      Welcome to another week of Kaizen! In last week's post we discussed Email Notifications APIs which act as the link between your Workflow automations and you. We have discussed how Zylker Cloud Services uses Email Notifications API in their custom dashboard.

    • Next Page