Analytics

Help Center analytics shows public activity from your published Help Center and Live chat widget. Use it to see what customers read, what they search for, and where self-service still falls short.

Metrics are scoped to your organization and filtered by the date range you select in Insights.

Open analytics

1. In initdesk, open Sidebar menu > Insights.
2. Choose the period you want to review.
3. Use the summary cards and tables below to spot trends.

Summary metrics

1. Views: Page views on your Help Center (articles, collections, and home).
2. Searches: Searches run in your Help Center search.
3. Chat submits:**** Messages sent through the Live chat widget.****
4. Unique widget sessions: Distinct chat widget sessions in the period.

Rising views on a path often means that article answers a real need. Rising searches with many no-result terms usually means missing or hard-to-find content.

What analytics does not include

• Unpublished drafts are not counted; only published Help Center content drives these metrics.
• Widget and Help Center must be live and receiving traffic; new sites may show low numbers until customers visit.