Zendesk Analytics App – Build and Grow Your Help Center with Powerful Data
Zendesk Help Center Analytics provides all the metrics you need to understand how your Knowledge Base is performing and how to improve it.
A better alternative to Google Analytics designed and built for self-service content.
FREE 14-day trial, no credit card required. Pricing starts at €49/month.
❤️ by customers and rated ⭐⭐⭐⭐⭐ on Zendesk Marketplace
Trusted by Support Teams Worldwide
Join companies who use Swifteq to scale support without adding headcount.
Think Google Analytics, But for Zendesk Help Centers
Measure Total and Unique Views by article, section, or category.
Measure article metrics with languages grouped or separated by language.
Distinguish between Staff vs. Customer or Mobile vs. Desktop traffic.
Zendesk Analytics Shows If Your Content Is Really Helpful
As such, you are able to:
Track Helpfulness as % of people who found your articles helpful.
Use Zendesk’s article votes date to calculate Helpfulness for any period of time.
View votes trend by day, week or month.
View its top level, or slice it by article, section, or category.
Measure Self-Service Performance
How effective is your Help Center at deflecting tickets? Find out with our Zendesk Help Center Analytics.
Conversion to Tickets: % of article views that result in a ticket being created.
Track New Tickets opened along with Help Center metrics.
Measure the Self-Service Score as the number of visitors for each new ticket opened.
Track People’s Journey to Understand What Articles to Improve and How
What do customers do after reading an article?
How many and what tickets do they create?
What are they searching for next?
What other articles do they visit?
How do customers get to an article?
Collect Direct Feedback on Articles via Zendesk Analytics
Add a simple feedback form on each article to allow your visitors to enter the reason why they found the article unhelpful.
Feedback is collected and displayed in the Help Center Analytics dashboard for each article.
Easy to install and customizable to fit your own theme.
Measure the Self-Service Score as the number of visitors for each new ticket opened.
Slice and Dice Your Data in Any Possible Way
Need metrics for the last seven days’ traffic of signed-in users to French articles from a PC or laptop, arriving from Google Search?
No problem at all!
Use our rich and flexible filters to slice your data in any way you want.
And much more…
Super easy to install
All you need to do is add a short script snippet in your Help Center theme (instructions included in the app).
Built with privacy in mind
We do NOT store any PII data about your visitors, such as IP address or email address. All data is fully anonymized and encrypted.
Works out of the box
No custom setup is needed. After the script is installed, the dashboard is available right away.
Benefits You Can’t Ignore
Make Smarter Decisions
Armed with actionable insights, you can confidently make changes to your help center that drive real results.
Increase Self-Service Success
Help your customers find the answers they need quickly, minimizing frustration and improving their experience.
Reduced Support Ticket Volume
By identifying and enhancing articles that effectively deflect tickets, you can decrease the overall volume of support requests, leading to a more efficient support process.
Real Results from Real Teams
“The analytics that Swifteq provides is able to gather the overall helpfulness of your Help Centre, down to each article individually. You can see the customer journey, including the steps they’ve taken before and after viewing the article, and much more!! This tool has completely changed the way we use our Help Centre and how we look into our self-service tools! Could recommend this more!!”
Grace Barlow
Content & Communications Manager
Freenow
“The Analytics app is really great and provides extensive insights far beyond what we can get from Zendesk alone. What my team really looks at is the search data as well as what visitors are doing before and after viewing an article. This is the best information we can get regarding the user journey at this point. It’s also important to see how much time readers spend in each article.“
Inbal Ronen
Head of Knowledge
Guesty
“The Help Center Analytics app has been a lifesaver for our team. The Help Center Analytics app gave us a quick-to-deploy solution for tracking the success of our help center using apples-to-apples data points — without building out spreadsheets and visualizations. Coupled with the Help Center Manager App and Swifteq’s deep expertise, willingness to partner, and responsiveness, we’ve made Swifteq solutions a permanent part of our team’s long-term content management strategy.“
Suzanne Larkins
Director of CX Knowledge
Dashlane
Integrates seamlessly with
The Zendesk analytics app built for knowledge content creators.
Schedule a Demo!
Ready to improve your support workflows? Let us show you what Swifteq can do.
Clients Using Help Center Analytics Also Use
Zendesk Automation Apps
Help Center Translate
Localize your Zendesk Help Center with AI. Auto-translate articles to and from any modern language, while keeping the same formating. Pricing starts at €79/month.
Help Center Manager
Simplify your knowledge base management by exporting, editing, and optimizing help articles in bulk. From fixing broken links to translating content and tracking performance, it’s an easy way to keep your help center accurate, multilingual, and analytics-driven. Pricing starts at €89/month.