Track how customers use and search your support guide with knowledge base reports.
New product knowledge base reports
Which support articles do customers find most useful? What do people search for, but never find? Without visibility into how customers use your knowledge base, you are creating content based on guesswork rather than actual user behavior. Now, you can track usage patterns and improve what matters.
Use built-in knowledge base reports in Aha! Knowledge to understand what documentation people actually use and prioritize updates.
Aha! Knowledge Advanced makes it easy to create and share product documentation. Internal teams and customers can search for what they need — from setup instructions to feature walkthroughs. And now, you can see how they actually use that content. New reports show you what people read, search for, and where they get stuck, helping you prioritize updates and keep your documentation as useful as possible. (Contact us to upgrade your account or see a demo.)
Start on the Knowledge base overview page for high-level engagement metrics: page views over time, top searches, and recently published documents. This view shows overall content health and reading trends. Click any chart for more detailed reports.
Want to dive deeper into specific performance data? Analyze Page views to see which articles users refer to most. Search analytics show whether customers find what they need when they type queries — and help you spot gaps in your documentation. Key search metrics include:
Total searches and popular terms
Queries that return no results
Click-through rates and abandoned searches
AI search activity
Filter the reports by workspace, knowledge base, and date range to focus your analysis. Note that the reports anonymize the data and show aggregate usage information.
Let's explore how to use this data to enhance your knowledge base:
Keep your content fresh
Check the Page views report to find your most-read articles. These are likely the ones readers rely on most — and the ones you should review regularly. Popular articles can also signal where the product experience may need clarification. If readers keep returning to the same troubleshooting topic, it might be worth examining whether the explanation needs refining or whether the feature could be more intuitive.
You can sort articles by view count using the More options button in the Document views in knowledge bases column.
Find gaps in documentation
Review the Search analytics page to uncover the type of content readers expect, but cannot find. Pay close attention to search terms with no results. These often signal missing topics or mismatches between how you describe features and how customers think about them. With these insights, you can create content that matches the way your customers naturally think about and describe their problems.
Use the Top search terms and Top searches with no results sections to identify your biggest content opportunities.
Your knowledge base reports help tell a story about what customers need.
These analytics give you direct insight into how your documentation actually performs rather than how you hope it performs. No more guessing which articles matter or wondering why certain searches never lead anywhere. You finally have the data to make your knowledge base work better for the people who rely on it.
Upgrade to the Aha! Knowledge Advanced plan
Aha! Knowledge is the product information hub. Choose the Aha! Knowledge Advanced plan if you need to share product documentation with customers and colleagues via public or private knowledge bases. Start a free trial of Aha! Knowledge now to explore all the advanced features. Or contact us if you would like to add it to your existing Aha! Roadmaps plan.
