The report that tells you what to write next
Page views tell you what people read. The interesting number is what they looked for and did not find - because that is the ticket you are about to receive.
- Search gap clustering
- Honest deflection maths
- Per-article helpfulness
What does documentation analytics show you?
TheDocs reports on four things: what readers search for and whether it could be answered, which articles readers open and whether they found them helpful, how readers move through the documentation and where they give up, and how many support contacts the knowledge base appears to have avoided. The search-gap report is the one most teams use to plan their content backlog.
- Every query logged with whether it could be grounded in your content.
- Failed searches clustered by intent, not listed as raw strings.
- Per-article helpfulness votes with optional free-text comments.
- Read depth and exit points on long articles.
- Deflection measured against your own pre-launch ticket baseline.
- Filter by category, version, language, author or owner; export as CSV or API.
The reports you will actually open
Each one is designed to end in a decision about what to write or fix.
Failed searches, clustered
Twenty phrasings of the same missing answer appear as one item with a volume count, not as twenty rows you have to read and group yourself.
Articles that disappoint
Ranked by negative helpfulness votes weighted by traffic - so a page with 400 views and a 40% failure rate outranks one with 4 views and no votes.
Read-and-leave
Articles readers open and abandon before the middle. Usually a structure problem: the answer is real but it is buried below the preamble.
Deflection over time
Support contacts before and after launch, with the confounders you would expect a support director to ask about called out rather than hidden.
Staleness
Articles past their review date, sorted by traffic. The overdue policy page nobody reads matters less than the overdue install guide.
Coverage by language and version
Which articles exist in which languages and versions, and which of the missing ones are getting traffic anyway.
Turning numbers into a backlog
From gap to draft in two clicks
A report that stops at a chart creates work. This one is wired into the editor.
- Create a draft article directly from a search gap, pre-filled with the clustered question as the working title.
- Assign it to an owner with a due date without leaving the report.
- Once published, the gap is marked resolved and you can see whether the query volume actually drops.
- Recurring weekly digest to owners: your overdue articles, your failing articles, your new gaps.
Deflection you can defend
Every knowledge base vendor quotes a deflection figure. Few define it in a way that survives a finance review.
- Baseline: your own ticket volume per active customer before launch.
- Deflected: a documentation session where the reader got an answer and opened no ticket in the next 24 hours.
- Escalated and abandoned sessions are reported separately and never counted as success.
- Seasonality and product-release spikes are shown on the same chart so you are not fooled by them.
We would rather give you a smaller number you can present to your CFO than a larger one you have to caveat.
Related features
Questions people ask before they start
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