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Get started
  • Quickstart
  • API access
  • Organization profile and avatar
  • Invite team members
  • How to manage tickets
  • Migration Guide
Connect your email & inboxes
  • Handle support email
  • Creating new inboxes
  • CC addresses, multiple inboxes, and who sees replies
initdesk AI
  • AI Assistant
  • Knowledge Base
  • Draft replies
  • AI auto-tagging
Help Center
  • Overview
  • Collections & Articles
  • Custom domain
  • Import your knowledge base
  • Live chat
  • Analytics
Triage & productivity
  • Keyboard shortcuts
  • Using bulk actions
  • Follow up on conversations
Plugins
  • Connecting Slack notifications
  • Linear Integration
  • BYOD - Bring Your Own Data
Integrations & notifications
  • Setting up webhooks
Multilingual & translation
  • Setting your app language
  • Translate messages in one‑click
Account, billing & plans
  • Account deletion due to inactivity
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  1. initdesk
  3. Help Center

Analytics

See how visitors use your published Help Center and Live chat widget: views, searches, chat activity, popular paths, and search terms with no results.

Help Center analytics shows public activity from your published Help Center and Live chat widget. Use it to see what customers read, what they search for, and where self-service still falls short.

Metrics are scoped to your organization and filtered by the date range you select in Insights.

Open analytics

  1. In initdesk, open Sidebar menu > Insights.
  2. Choose the period you want to review.
  3. Use the summary cards and tables below to spot trends.

Summary metrics

  1. Views: Page views on your Help Center (articles, collections, and home).
  2. Searches: Searches run in your Help Center search.
  3. Chat submits:**** Messages sent through the Live chat widget.****
  4. Unique widget sessions: Distinct chat widget sessions in the period.

Rising views on a path often means that article answers a real need. Rising searches with many no-result terms usually means missing or hard-to-find content.

What analytics does not include

  • Unpublished drafts are not counted; only published Help Center content drives these metrics.
  • Widget and Help Center must be live and receiving traffic; new sites may show low numbers until customers visit.
Live chat

Install initdesk Live chat with a simple widget.js tag and help visitors get instant answers from your Help Center articles

Keyboard shortcuts

Use keyboard shortcuts to navigate the app and execute common actions faster.

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On this page
  • Analytics
  • **Open analytics**
  • **Summary metrics**
  • **What analytics does not include**