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We want to lean on tags to inform what topics/issues we should address via Help Center articles. We are trying to find a balance between not having so many tags that agents can find overwhelming but having enough that they address issues that are commonly found. What are some strategies that work to get this done?

Hi @rich c​ 

We use a couple of things that aren't tags in the system to tell us this. Just in case you weren't aware of them...

Under reports, go to Customer Support > Articles

Here you can see your article engagement, search results and key search words that got no results.

I also have a look at the performance or the articles on the main articles page. You can view how many people were happy or sad facing the article, giving you an indiction that a change may be required, or a new article.

Hope some of that helps.

Thank you @brent w​ .

👍

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