Understand and Analyze User Inquiries with the Questions Tab
The Questions tab is your central hub for reviewing every question that has been asked. It provides a complete history, helping you gain valuable insights into your team's needs and the effectiveness of the answers they receive.
Key Benefits of the Questions Tab
Gain Valuable Insights: See a complete log of all questions, including who asked them, what they asked, and the answer they received. This helps you understand common areas of confusion and identify knowledge gaps.
Monitor Answer Performance: Each question entry shows if the answer was marked as unhelpful, allowing you to track the quality and accuracy of the information being provided.
Improve Your Knowledge Base: By identifying frequently asked questions, you can prioritize creating new, more effective documentation and support resources.
Simplified Reporting: You can easily filter the questions by a specific date range and export the data to a CSV file for more detailed analysis and reporting.
Where Does the Data Come From?
The information in the Questions tab is a direct record of the interactions users have with the system. Whenever a user asks a question, the following details are logged and displayed here for your review:
Created At: The date and time the question was asked.
User Name: The name of the person who asked the question.
Question: The exact question that was asked.
Answer: The answer that was provided.
Direct Message: Indicates if the question was asked in a direct message.
Marked Unhelpful: Shows if the user marked the answer as not helpful.
This historical log gives you a clear and comprehensive overview of user inquiries, empowering you to make data-driven decisions to better support your team.