Great news! The Reporting Hub continues to evolve and starting today, you’ll find brand‑new reports dedicated to Knowledge Management. These insights help you improve the quality, findability, and effectiveness of your knowledge items, without the need for complex OData exports or external spreadsheets.
This release is another important step in strengthening matured Knowledge Management, which plays a key role in improving self‑service, and supporting seamless operator workflows and eventually also enabling AI features,
What’s New?
Alongside the existing duration reports and the Incident Dashboard, the Reporting Hub now includes a dedicated Knowledge Management Dashboard. It brings together several best‑practice reports designed to give you a complete overview of how your organization creates, maintains, and uses knowledge. Later we will add more reports to this dashboard. For instance, giving you insights into how often a KI is used or viewed.
Below is a clear breakdown of what the current version of each report offers.
Overview of the New Knowledge Management Report
This report will add insight into how often Knowledge Items are edited, helping track content freshness and maintenance activity. By revealing which items receive frequent updates and which may be neglected, it enables content owners to prioritize improvements, ensure accuracy, and keep the knowledge base up to date.
Next to that the report will show which knowledge item is receiving the most positive or the most negative feedback. This is based on the thumbs up & down feature.
Where to Find the New Reports
You’ll find the Knowledge Management Dashboard directly in the Reporting Hub, accessible via the TOPdesk menu. All current dashboards are conveniently gathered in one place, so you can quickly navigate to what you need.
We’d Love Your Feedback
The Reporting Hub is continually improving. Have ideas for new reports or filters? Let us know through the feedback button inside the Reporting Hub — or submit your ideas directly via TIP. You can also browse and vote on existing ideas there. Your input directly shapes what we build next.
