Use article votes, search results and customer questions together to identify help content that needs work.
Use article votes, search results and customer questions together to identify help content that needs work.
Review article feedback
- Open Help Center → Overview.
- Choose the reporting date range.
- Open Articles to compare article views, helpful votes and not-helpful votes.
- Open Feedback to inspect the reader feedback available for that period.
Use the article filter when investigating one page. A missing historical view value is not the same as zero views; reporting may not have view history for the full period.
Compare feedback with searches
Open Searches to inspect search terms, article clicks and searches with no results. A search with no result can indicate a missing article or wording that does not match the customer’s question.
Read the relevant article before deciding to add another. Improve the canonical answer when the information already exists but is hard to find.
Make a concrete improvement
Reproduce the task in the current product. Correct outdated labels, explain an omitted prerequisite or failure case, and add a screenshot where the reader has difficulty finding a control. Save the article and verify its public page.
Do not remove negative votes to improve the ratio. A small sample is a signal to investigate, not proof that every reader has the same problem.
Check the result
Review the same article and customer question after publication. Compare similar periods and keep changes in traffic in mind. Fewer support questions or more helpful votes can support the decision, but do not by themselves prove the edit caused the change.