Zendesk Help Center Content Performance Audit
Check which articles help and which are stale.
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Audit our help center. Article list with views, helpfulness votes, last updated date, search terms with no results, and related ticket volume: [ARTICLE_DATA]. Product changes in the last year: [PRODUCT_CHANGES]. Explain the thresholds you used so I can change them. Calculate the share not updated in 12 months, articles with helpfulness below 60 percent (helpful votes divided by votes), search terms with no results, and topics with high ticket volume and low views, with arithmetic. Build three lists: update now (high views with low helpfulness or an old date), write (search terms with no results and frequent ticket topics), and retire or merge (low views, duplicates), with hours for each list and a total. For the worst article, write a short rewrite brief with the questions customers are asking. Votes from few people are weak evidence, so state sample sizes and propose a short comment prompt to collect more feedback. Return a table, a content plan for next quarter and a review process.
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