Knowledge base search analytics

What is the challenge?	Knowledge base managers need to track what their end users are searching for in a knowledge base, so that they can add or improve related articles to help users find the information they need.
What is the impact?	Not knowing which topics or knowledge base articles customers are most interested in makes it more difficult to decide which articles should be created or updated.
Describe your idea	In the Knowledge base management page, add search analytics including: Most popular search terms Most popular search terms that yielded no results Volume of searches over time Click-through rate No results rate

What is the challenge?

Knowledge base managers need to track what their end users are searching for in a knowledge base, so that they can add or improve related articles to help users find the information they need.

What is the impact?

Not knowing which topics or knowledge base articles customers are most interested in makes it more difficult to decide which articles should be created or updated.

Describe your idea

In the Knowledge base management page, add search analytics including:

Most popular search terms
Most popular search terms that yielded no results
Volume of searches over time
Click-through rate
No results rate

ADMIN RESPONSE

Sep 12, 2025

You can now track and manage search analytics to see what users are looking for in your knowledge base! Navigate to the Knowledge tab > Knowledge base management > Search analytics to view total searches over time, top search terms, click-through rate, and more. Try it out and let us know what other insights you would like to see added to knowledge bases!

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Knowledge base search analytics