We just transitioned from Freshdesk to Freshservice recently and while in Freshdesk there were metrics about KB/Solutions articles either on the Dashboard or Reports in Analytics, we cannot find any of these in Freshservice.
We looked at possibly creating a custom report under Analytics but could not find any widgets, templates or dimensions for the KB/Solutions articles.
We had a call with Freshworks support and we’ve been told that currently there’s no way of creating a Knowledge Base report (like the one in Freshdesk) that will include metrics like Articles created, updated, approved, published, Articles views, likes, dislikes, feedback, suggested, creation date, etc.
Also there is not possible to use API to generate this kind of report either.
We have been advised by Freshworks support to submit this idea here on the community webpage with the hope that other people will consider it useful and vote on it so that Freshworks will add it to their development pipeline.
These KB metrics (report and dashboard) will make sense for at least these two reasons:
- Freshservice still have a Helpdesk included with a portal that has a Knowledge Base section. Freshdesk has this capability, it will be as simple as replicating it in Freshservice. Makes no sense that a lesser product (Freshdesk) to have better options than the supposedly better product (Freshservice).
- Any permanent solution, Known Error or Workaround created for Problems in Freshservice are saved under Solutions section. And all those need at least a report to be able to manage them correctly.
Thank you everyone for the votes and Freshworks for adding to dev. pipeline to include this to Freshservice!
