Analyzing Help Center search results (Guide Professional) Follow

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    Mike West

    Hello.

    We've got the same issue as Travis and Marybeth. What's the solution?

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    Marybeth Sklar (Edited )

    We need to wait until it's fixed.
    In the interim, we get periodic status emails from ZD that show us some "Top Trending Searches," and "Search with No Results." Unfortunately, "Search with no Results" is not helpful as the terms listed as not returning results do surface relevant results, so we're not sure what exactly "no results" means. We look at support ticket topics and compare/informally correlate search<->ticket and find that users are seeing appropriate search results.

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    Marybeth Sklar

    Hi. I have a follow up question / observation. Users need to be signed into our help center to view articles. I've noticed "no result" comprises a huge ratio of our results for terms that definitely generate results when searched. I suspect that ZD reports for searches that are conducted before users are logged in. Can you verify there is no way to exclude these searches that occur before the user logs in? Thanks!

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    Chad Ferguson

    Hi Marybeth!

    If the user is able to search while they are not logged in, those 'no results' searches will in fact be counted and unfortunately there is not a way to exclude these results from the report.

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    James Brown

    Hi - We have many users that search number strings that bring back no results. Is there a way to account for this by saying if the search includes a number string then return a specific article? Or, is there a way to handle no results by actually pointing users to a specific article instead of always showing "no results found?"

    Thanks

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    Sean Williams

    Hi, is it possible to have this help center search information emailed in PDF form to a nominated address?

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    Niall Colfer

    Hi James, sorry for the delay! Searching for a number string will be the same as searching for a text string: if it's in the article we'll give you the result, and if not we won't.

    If there are certain number strings for which you'd want to return specific articles, you can add that string as a label on the article. The system returns articles if the search term is in the labels, and it does not need to be in the content. More info here: https://support.zendesk.com/hc/en-us/articles/203664366-Contributor-guide-to-the-Help-Center-knowledge-base#topic_bhg_rrg_m4

    Hope this helps!

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    Federico Olmus

    Hi!

    I'm getting pretty high percentages of searches with no clicks (over 80%) and my searches with no result, although lower, are still quite high (47% in W1-W2 2016).

    I'd like to know if the % of searches with no clicks include the % of searches with no results?

    Thanks in advance!

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    Avi Aharon

    I find Sean Williams request very useful.

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    Anna Mae Alonzo-Casacop

    Hi Federico,

    If a search returns no results, then the clickthrough count or the number of clicks should always be zero too. However, the number of search results in the reporting is an average, so it's possible that a clickthrough rate would apply. 

    Hope this helps!

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    Pete LeRoy

    Search Analytics is very beneficial and we use it to help enhance search effectiveness and identify client documentation needs. Would it be possible to add "End-user" to the search results categories? This would be extremely beneficial to us so that we could engage specific users about search techniques and documentation needs. 

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    Jessie Schutz

    Hey Pete!

    That's a really great suggestion. I did some poking around in our Product Feedback forum but wasn't able to find anything related to this; I'd encourage you to hop over and post your feedback there! This'll ensure that our Product Managers will see it.

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    Pete LeRoy

    Jesse, on your suggestion, I've added post Search Analytics Data Elements in the Product Feedback Forum. Thanks, Pete

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    Jessie Schutz

    Awesome, Pete! Let us know if you need anything else!

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    Karis Thoresen

    The link to this article in https://support.zendesk.com/hc/en-us/articles/203908456-Using-Web-Widget-to-embed-customer-service-in-your-website#topic_pp3_pgd_bq is broken

    Why can't I drill down to the specific tickets created? I can see top searches and number of tickets created from that search, but why can't I access the actual tickets created? I need that granular detail to be able to improve the KB

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    Kristin Woodard

    Hello All! Do we have any ETA on when the Dev/Bugfix issues with the tabular data on the report dashboard not displaying?

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    Aparna Jayaraman

    I am also experiencing issues with the breakdown not loading and that's where all the useful data is!

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    Samuel Leach

    The user Search Strings are missing from the Reporting section of our Zendesk. So we can't see which terms were searched for from the Help Center or the Widget. We're on the professional tier.

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    Julia

    +1 I really need this back too!

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    Oscar Rovira

    Is this feature, Generate a CSV of the Help Center Search Stats, available via Zendesk API?

    Thx!

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