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Expert Success Center

HelpRequests in MindTouch

Applies to:
All MindTouch Versions
Role required:
A HelpRequest is a measure of interaction with your Expert site.

A HelpRequest is an HTTP(s) request that is either a page view, an API page content request, a search query, or a PDF generation. Each of these actions constitutes a unique unit of help delivered to a user, either within your CXone Expert site or via Touchpoints.

HelpRequest usage

Use the HelpRequest Usage report to see historical and projected HelpRequest usage.

Page views

Expert tracks content pages such as categories, guides, and articles as HelpRequests. Page templates, administrative, content management, and report pages do not count as HelpRequests.


While a search query counts as a HelpRequest, scrolling or viewing subsequent pages on the search results page does not.


Expert does not track file requests except for PDF-generated views of page content. Attaching a PDF document to a page does not count as a HelpRequest.


Only CXone Expert API calls that fetch page content, conduct search queries, or generate PDF's are counted as HelpRequests. The affected API endpoints are:

// page contents

// search

// pdf generated from page contents
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