[repeek]

Very cool. We are current HelpScout customers -- my biggest complaint with HelpScout is our inability to properly gate our knowledge base behind our application's authentication -- the only choices are private (must have HelpScout account to access) or public URL.

I could see this being a viable alternative, but it appears to be missing a key feature for us, analytics. As an B2B SaaS app, we have support SLAs that mandate specific response times. HelpScout makes it easy for us to report response times. We can also tag support themes to help focus product development; being able to see metrics around theme frequency is very important.

Analytics also tell us which Knowledge Base articles are most popular as well as phrases users search so we can be sure we surface the correct article.

[fullhelp]

Hi!

I agree. Analytics is something that will surely be added, along with SLA management which is also missing. Knowledgebase sites have basic analytics which tells you how many visits, session and what are the popular articles, collections, and categories, but nothing more at the moment.

Thanks for checking it out and your feedback!