Analyzing Help Center search results (Guide Professional and Enterprise)

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78 Comments

  • Jessie Schutz
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    Hi Mariano!

    Search string information isn't sent over to Insights, so I'm afraid it's not possible to build such a report there. Sorry to be the bearer of bad news. 

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  • Emily Knox
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    I'm looking at our Search analytics, specifically the "Tickets Created" section. Is there a way to find the specific ticket(s) created with a search string so that I can get more context? 

    2
  • Jessie Schutz
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    Hi Emily!

    If you click on the Tickets Created tab in your analytics it will show you a list of search strings and the number of tickets created from each one. However, it's not possible to view the actual tickets themselves. It might be possible to pull this information out via API, though.

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  • Alessio Riccio
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    Hello

    On November 15, 2016 20:11Karis Thoresen asked this question: https://support.zendesk.com/hc/en-us/articles/203664476/comments/211665827. Unfortunately no answer was given.
     
    Is there any possibility to actually view the created tickets? That would be very helpful.
     
    Best regards
    Alessio
    2
  • Jessie Schutz
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    Welcome to the Community, Alessio! Sorry for the delayed reponse.

    The native reporting in Zendesk isn't built to drill down to specific tickets created. It's meant to be a high level overview of the activity in your Zendesk and Help Center.

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  • Alessio Riccio
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    Hi Jessie

    Thank you for your reply. 

    That's a pity. I think that would be the best option for checking what content is missing in the content. E.g. when a customer searches for something and there is a result but the customer choses to create a ticket, that means that maybe something is missing in the text.

    May I ask why this is not possible? It seems that the data is somewhere in the background if the reporting is able to tell me the exact number of tickets created :) For the moment we have to guess why and what a customer has written.

    Best regards
    Alessio

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  • Jessie Schutz
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    Hey Alessio!

    You're able to do more detailed reporting in our Professional/Enterprise level reporting tool, Insights. You can find more information about that here.

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  • Alessio Riccio
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    Hi Jessie

    Thanks again for your reply. We already know the Insights, but we did not find any possibility for Help Center stuff. Do you have a hint? What metrics do we have to chose to get data for the HC?

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  • Katherine Arrowsmith
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    One of the admins in my account isn't able to download the CSV of search terms with no results. She is an administrator, while I am the account owner. 


    Do I need to change her permissions to allow her access to download that CSV? 

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  • Jessie Schutz
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    Hi Alessio!

    At this time Help Center data isn't sent into Insights. You can use Google Analytics to get a lot of really great data, though.

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  • Stephen Fusco
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    Hello Katherine, 

    If they are an administrator they should see this option. I'm going to create a ticket for you so we can troubleshoot this one on one. You should hear from me soon. 

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  • Alessio Riccio
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    Hi Jessie

    Confusing, on June 12th you spoke about Insights:

    "You're able to do more detailed reporting in our Professional/Enterprise level reporting tool, Insights. You can find more information about that here."

    But well, we'll try with Google Analytics.

     
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  • Carlo de Lieto Vollaro
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    Hi,

    in my search dashbord, I see that Without Results has some occurences, but no records about string names are shown below.

    I've read that it's a known issue. Hasn't it been fixed yet?

     

    Thanks,

    Serena

    1
  • Molly
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    Hi Carlo,

    I believe we are still investigating this. I'm going to follow up with you in a ticket to get some more detail.

    Stay tuned!

     

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  • Catherine Michalak
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    Hi,

    Is there a possibility to export all the results and not just a 1000?

     

    Thanks

    Catherine

     

    1
  • Stephanie Lundberg
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    Hi there! I've generated a Search Stats report for the past 90 days, which is great, but I'm being denied access to downloading a CSV of this report. I'm an Admin, so I'm not sure why this is happening. The owner of our account also tried downloading a CSV of this report, but it's only showing data in the CSV for today. Any way to fix this?

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  • Jupete Manitas
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    Hi Catherine,

    Thanks for writing! As of the moment it is only available up to top 1000 search strings. Sorry about that.

    Thanks!

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  • Amie Brennan
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    Hi Stephanie, 

    Thanks for letting us know. I'm going to create a ticket on this for you and we can troubleshoot this one together from there. I'll see you in the ticket. :)

    Best,

    Amie

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  • Jaime Bonacif
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    Hello,

    I am an administrator but I can not see the CSV option to export the results. Can you help me please?

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  • Jessie Schutz
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    Hi Jaime!

    The export options aren't enabled by default; we enabled it on our end by request. I'll create a ticket for you so we can get that process started for you. You'll be seeing an email from us shortly!

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  • Samuel Rasetti
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    I also would like the ability to get the list of tickets created based on a specific term.

    We use labels for the suggested articles feature in the webwidget, this would be a great indication if we need to improve the articles, the subjects, or create new ones.

    1
  • Jaime Bonacif
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    The account owner and I (adm) do not see the CSV download option from the Search tab. Can you help us, please?

    0
  • Holly
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    Hi Jaime,

    Sorry to hear that option isn't showing up for you! I'd like to take a look at some information in your account to see why that may be —You'll see an email from me shortly so that we can look at this in greater detail. Thanks!

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  • Ron Blake
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    We cannot see any search strings in our reporting dashboard except some single random line... We have verified that people are searching within guide.  We require people to be logged in to access the guide because we are using Zendesk as internal support at this point.  Any help on this issue?

     

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  • Dan Kondzela
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    Hiya Ron!

    I spun up a ticket for this issue so we could get a little more detailed in our back and forth. Keep an eye on your inbox!

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  • Kimberly Roy
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    Is there a way to see which tickets were created after a search? I wish that number was a hyperlink to see what search led to which tickets. It would help so that I can figure out why the article didn't provide the needed information. 

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  • Brett - Community Manager
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    Hi Kimberly,

    There isn't a way to see this information natively, however, we do have a Pathfinder App available to customers on the Enterprise plan or have purchased the Productivity Pack add-on.

    The Pathfinder app will allow you to see which web pages, Help Center articles and community posts customers have viewed and searched for (including within the Web Widget) prior to submitting support requests.

    Hope this helps!

    -1
  • Samuel Rasetti
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    Hello Brett,

    This means searching each ticket to check in the Path finder what search exactly did the user type before typing the request to us.

    Is there a way with the API or the Insight stats to do this kind of search? (selecting only tickets created by people who did a search on guide just before)

    1
  • Brett - Community Manager
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    Hi Samuel,

    I reached out to our Support team here and unfortunately that's not possible through the API or Insights. You'd most likely need to use Google Analytics to accomplish what you're looking for.

    Cheers!

    -1
  • Samuel Rasetti
    Comment actions Permalink

    Ok thanks, I was afraid of that.

    Out of curiosity, how does then the stats dashboard knows that a specific query did generate a ticket?

    1

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