TABLE OF CONTENTS |
Category Before Cleanup
This is what our Get Started / Introduction to Ticketing category looked like before we started cleanup.
Analysis, Observations, Numbers
Data as on 4th July, 2024
| Rubric | Description |
|---|---|
| Size | 47 articles across 8 folders. 3 folders are hiding additional articles, requiring additional clicks to find them. Nobody will explore. They will only use the search box. |
| Viewership | Grand total of 1,369,846 views across all articles. Total likes 2495, total dislikes 2680. |
| Accuracy | Some of the most frequently used articles are accurate and have been updated recently. Several articles are severely outdated (last updated 3 years ago). Some articles show features that we may not have GA, such as Sentiment analysis. See top 10 table below. |
| Bloat | Severe. Several articles are unused, fragmented, or contain duplicate info. Such a huge list of articles is difficult to maintain, which is why so many are outdated. |
Top 10 articles by the numbers
Data as on 4th July, 2024
| Article Title | All-time Views, Likes, Dislikes | Last 30 days Views, Likes, Dislikes | Accuracy |
|---|---|---|---|
| Importing and Exporting customer data | 164424 | 183 | 266 | 1633, 0, 1 | Last updated in March. Accurate info. Needs cleanup for structure. |
| Creating custom fields in your ticket form | 115838 | 46 | 115 | 1089, 0, 1 | Last updated in May. Accurate. |
| Understand Full-time vs Occasional Agents | 102320 | 476 | 126 | 666, 1, 0 | We updated this recently. |
| Creating dynamic sections | 90177 | 64 | 72 | 524, 0, 1 | Last updated in March 2023. Accurate but too verbose. |
| Understanding the default fields in your ticket form | 80468 | 70 | 122 | 643, 0, 0 | Last updated in May. Accurate. |
| Getting feedback from your website (with the feedback widget) | 70005 | 103 | 107 | Not in top 10 | Last updated in June 2021. Incorrect instructions and doesn't match the product UI. |
| Add, Edit, or Delete Support Agents | 65219 | 164 | 276 | 617, 0, 1 | We update this frequently. |
| Get Started as an Admin in Freshdesk | 64860 | 232 | 82 | 405, 0, 0 | Doesn't provide direction or overall info. Just a collection of features and links. Written in a very casual tone, which isn't appropriate for documentation. |
| Using dependent fields in your ticket form | 63630 | 91 | 87 | 642, 0, 0 | Last updated in 2021. Mostly accurate but can be structured better. |
| Understanding ticket statuses | 61800 | 80 | 60 | 586, 1, 1 | Last updated in May. Accurate but can be much better. |
| Multi-channel support | Not in top 10 | 480, 0, 1 | Last updated in May 2023. Doesn't mention Whatsapp. Has some outdated info. Can be much better. |
Meanwhile, the bottom 10 articles only have between 500-7000 lifetime views each, so there is great disparity in the visibility and value of these articles. This is how we judge that a docset is bloated and inefficient.
Category after Cleanup
This is our estimated end result.
- 18 articles across 5 folders.
- Clear layout with a focus on Basics at the top.
- Important missing information added e.g. managing your plan, learning about the dashboard, and how to use search effectively.
- No articles lost in the fold.
- Moved from a feature-based breakup to a contextual breakup, e.g. the Advanced Guide for Ticket Forms and Fields explains creating multiple forms, using dependent fields and dynamic sections, and more.
- We're also planning layout changes, because even this is overwhelming to a user. Hoping to fold all these folders in an accordion, but it might be difficult without dev help.
Additionally, here are the FAQs that will be integrated into this cleanup:
- 24 FAQs in the Ticket Forms & Fields folder
- 36 FAQs in the Contacts & Companies folder
- 61 FAQs in the Accounts - Plans & Billing folder
- 7 FAQs in the Data Migration folder
- (Up to) 21 FAQs in the Admin Settings folder
These FAQs may or may not be integrated into this cleanup:
- (Up to) 11 FAQs in the Dashboard folder
- 4 FAQs in the Troubleshooting-Errors folder
- 14 FAQs in the Feedback Widget folder
- 11 FAQs in the Help Widget folder
New considerations
- Fold 6 articles in Restricting agent access into 2 - roles and scope.
- Fold 3 articles in Customer Portal setup into 1 article "Using the Customer Support Portal" under Manage your Customers
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