Self Help Portal - Analysis

  • 17 June 2022
  • 3 replies

Userlevel 1
Badge +1

Hello all,


We rolled out our FS Customer Portal a couple of months ago. 

A couple of questions below i need help with; 

  • How do we\you measure the impact of the portal. The only starts available to us are the number of calls logged via the portal. 
  • How do you measure how many users are actually visiting the site?
  • How many articles are being viewed?




3 replies

Userlevel 7
Badge +14

Hello @Tshepo we have installed the Google Analytics application in our instance of freshservice. That platform can give you some information on how many people are using the portal. How they get to that endpoint, plus a number of other metrics.


Hope that helps.

Userlevel 6
Badge +8

@Tshepo The KB section does give you visibility into how many views, helpful votes and inserts into tickets a specific KB article has received. 




Characteristics of Self help tool

                         The self help tools begins by presenting what requirement is and what it implies for individuals in their lives. The tool then takes individuals through an activity of recognizing their fantasies and objectives, how to make a health plan as well as preparing for troublesome time or emergencies during their recuperation process.