Analyzing Help Center search results (Guide Professional) Follow

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33 comments

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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 - Community Manager

    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 - Community Manager

    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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    Tony Yu

    Hello! Currently we are using Zendesk both as the support service platform and as Help Centre for knowledge base. We have a confusion that when we check in the search funtion most search strings we have is numbers which are always ticket numbers related. The articles in Help Centre can hardly to be related with these tickets numbers so most of the search strings are returned as no results. Just want to confirm for such cases is it because we are not using the search in the right way as numbers might be meanless to the contents in Help Centre?

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    James Sanford

    Hey Tony!

    The most likely explanation for the search strings your customers have been entering is that they are navigating to your Guide Help Center to try and review their tickets they have submitted to you.  The issue is just as you point out that the ticket numbers do not correspond to Articles and that they should be using the dropdown for being signed in to navigate to My Activities to view these tickets.  Please be aware that unless you have Guide Professional the My Activities customer request portal will not be available for end-users to review these tickets.

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    Daniel Petersson

    Hey!

    Not sure if this is related to the aforementioned issue with no results but the last couple of months we have an issue when checking top search without results. Several of the top searches include the replacement character (�). Any idea how to solve this?

    (We use Zendesk in Swedish may be relevant information)

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    Rebecca

    Hey Daniel - 

    It sounds like for the Top Search results you maybe experiencing a known issue. For the character issue, this I'd like to investigate more as I am not seeing this behavior in my test environment. I am going to create a ticket and reach out to you there. 

     

    Thanks!

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    Ed Ball

    Hello,

    This report on all of our interfaces is not showing the end user search data. We see the graph and can change what shows in the graph, but the End-user search data is just not showing. Did i miss something or is this an issue with out sites?  When I say sites, we do have a few seperate sites and not just different brands.

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    Alexander Popa

    Hi Ed! I've created the following ticket #3386832 to check this behaviour further. Thank you for providing the additional information!

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    Andreas Lärkfeldt

    FYI - I experience the same issue, but you can temporarilly fix this by adding custom dates instead of pre-figured ones. :) By doing so you'll see searches as before.

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    Elizabeth B

    I'm a new Admin and have yet to see search string details populate in our instance. Search stats are populating in the graph, but there are no search details appearing below in the table (search string, total searches, etc.). Does anyone have insight into this? I contacted support and was only told it's a known issue - no fix ETA or context was provided.

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    Jessie - Community Manager

    Hi Elizabeth!

    I'm sorry to hear you're having trouble with this! As you mentioned above, this is a known issue. I checked on your ticket and I see that it's been added to the existing Problem ticket for this issue. That Problem ticket is currently assigned to one of our Developers and we're actively working on the issue. You'll receive an update on the issue through your ticket when the issue has been resolved!

  • Hi,

    I also use the search string details report. Is there a way that I can create a customize report using Good Data? Please notify me too when this is fixed.

    Thanks,

    Aldwin M.

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