Analytics and feedback
A public Help Center records three things: page views, searches, and article votes. You read them in the analytics card under Help Desk → Reports, in the Help Center section. If you have more than one Help Center, pick the site at the top of the section.
Page views
Every article view is counted. Visitors are counted by a pseudonym, not by name. The card shows:
Views · all time
Top articles for the chosen range
Views per day
Switch the range between 30d, 90d, and 1y. Daily totals are kept indefinitely; the raw view log is kept for 90 days.
Searches and zero-result searches
Search on a public site runs in two stages: an instant filter on titles and categories as the visitor types, then a full-text search over titles and bodies once the query is two characters or longer. Every server search is logged with how many results it returned.
The card shows Top searches for the range and, separately, No results — content gaps: the terms visitors searched for and found nothing. This is the most direct signal of what to write next.
On a gated site there is no anonymous search lane. The catalog filter still works for signed-in visitors, but searches are not logged.
Signed-in-only articles are matched by title only, never by body, so a search by an anonymous visitor cannot reveal their contents.
"Was this helpful?" votes
At the end of every article on a public site, visitors see Was this article helpful? with a yes and a no. Gated sites do not show it. A no can add a comment. One vote per visitor per article per day; a re-vote updates the earlier one. Comments are capped at 2,000 characters.
The card shows Found it helpful as the share of positive votes, with "No votes yet" until the first vote arrives. Votes are kept indefinitely.
Chat on the Help Center
When a chat widget is connected, questions asked in it are part of your Help Desk reports (hand-off rate, top questions, hand-off reasons), not of the Help Center card. See Reports and CSAT.
Deciding what to write next
A simple weekly routine:
Open the card and read No results — content gaps. Each term is a question nobody could answer from the site. Write the article, or add the term to an existing article's title or first paragraph so search finds it.
Read the negative votes and their comments on the top articles. A page that is viewed a lot and voted unhelpful is a rewrite candidate.
Compare Top articles with your collections. If a high-traffic article is buried, add it to a more visible collection or give it a header link. See Collections and navigation.
Check the Help Desk Top questions for things people asked the chat widget that have no article yet.
Set Stays accurate for in Sharing & classification on time-sensitive Notes, so they come back to Review when they are due for a check, before customers notice.
Tracking tags
If you add a Google Tag Manager container, a GA4 measurement ID, or a Meta Pixel ID on the Tracking step, those tools receive page views as well. The built-in analytics do not depend on them. See Creating a Help Center.