Help center statistics and tracking

Partly available

Read the help center report, from article views and searches with no results to helpfulness answers, and how visitors are counted without cookies.

On this page

The help center keeps its own statistics, and they live in Analytics > Help center. Every role can open the report. It starts counting once a help center is live.

Use the report#

At the top, choose the dates, what to compare with (Compare: previous period, Compare: same dates last year or No comparison) and the help center, or All help centers. Today's figures are still filling in. The filter row works as in the other reports; see Filter, compare and export reports.

The figures#

Figure	What it counts
Article views	Times customers opened an article.
Visitors	Different people who opened an article, searched or clicked the contact card, counted once a day. The same person on two days counts twice.
Searches	Searches customers ran.
Searches with no results	The share of searches that found no article: questions the help center does not answer yet.
Searches with a click	The share of searches after which the customer opened one of the results.
Found it helpful	The share of answers to "Was this article helpful?" that were Yes.
Contact clicks	Clicks on the contact card: customers who went on to write to your team.

Each figure shows the change against the comparison period. The chart below follows one figure over time; pick it in Figure and the grouping in Group by (automatic, day, week or month).

The tables#

Articles: each article's views and visitors, views that came from search, its Yes and No answers, and contact clicks from it. Views of articles deleted since stay in the totals, on one row.
Top searches: the 50 words and phrases searched most, with how many articles they found on average and how often a result was opened.
Searches with no results: the 50 most frequent searches that found nothing.
Helpfulness: articles with answers, least helpful first.

Export CSV in the filter row downloads one row per day; each table has its own CSV button.

What to do with it#

What you see	What it usually means
A search in Searches with no results again and again	Write that article, or add the customer's words to an existing article's title or excerpt so search finds it.
A top search with a low click rate	The results' titles do not match what people want. Rename the article or split it.
An article low in Helpfulness	It is out of date, too long, or answers a different question. Rewrite the first paragraph first.
An article with many contact clicks	Customers read it and still needed you. Add the step they were missing, or link to an order lookup.
Few views overall	Customers do not find the help center. Link it from your store's menu and emails; see Link to or embed your help center.

Compare the same weeks after a change to see whether it helped, and watch the Email and Chat volume in the channel reports alongside.

How visitors are counted#

The help center sets no cookies and keeps no IP address, browser details or referring site. To count a visitor once a day, it keeps a scrambled code made from the visitor's address and browser with a key that changes every day and is deleted the day after, so the same person cannot be followed from one day to the next. Search words are stored in lowercase, with email addresses and long runs of digits, such as order or phone numbers, masked. Search engine crawlers and link previews are not counted. Events are kept for 400 days.

Article pages, searches, helpfulness answers and contact clicks are counted. Views of the home page and of category pages are not.

Google Analytics and other tracking tools#

Adding Google Analytics, Google Tag Manager, a pixel or any other tracking script to the help center is not available: the pages run no outside code. Because the help center sets no cookies and runs no outside scripts, it has no cookie banner or cookie settings either. If your store's consent tool lists the services you use, add the help center as a support site that sets no cookies.

Still stuck?

Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.

support@growthdept.ai