Analyzing Help Center search results (Guide Professional and Enterprise)

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84 Comments

  • 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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  • Alessio Riccio

    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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  • Brett Bowser
    Zendesk Community Team

    Hi Pedro and Alessio,

    This feature is not currently on the roadmap. I would actually recommend creating a post within our Support Product Feedback Forum along with your use case since this will help gain visibility from both users as well as our Product Managers.

    We greatly appreciate you taking the time to share your feedback with us. Thanks!

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  • Jessie Schutz
    Zendesk team member

    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

    @Devan: Pedro Rodrigues linked the entrys a few month ago, see his comment up here. I don't think it's useful to post it even more :)

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  • Hannah Voice

    How are Views defined in this report? They don't seem to match Page Views or Unique Page Views in Google Analytics for the same timeframe. Thanks.

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  • Alessio Riccio

    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
    Zendesk team member

    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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  • Devan - Community Manager
    Zendesk Community Team

    Hello Amy & Alessio,

    So I completely understand why having access to these tickets would be beneficial. While this is currently not a feature we offer in the base software, I would recommend leaving this request in our product feedback forums where are devs periodically seek out ways to improve our product.

    Product Feedback Guide

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  • Michael Ludden

    Like Sarah, I am also curious about a click-through rate over 100% - does this mean that a user clicked more than one result from the list and has more clicks than searches?

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  • Monica

    Are instant search/autocomplete searches counted in searches?

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  • Jaime Bonacif

    Hello,

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

    0
  • Marybeth Sklar

    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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  • Jessie Schutz
    Zendesk team member

    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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  • Jessie Schutz
    Zendesk team member

    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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  • Jupete Manitas

    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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  • Nicole S.
    Zendesk Community Team

    Hey Alessio - 

    Thanks for following up with Pedro's requests in the Explore Help Center. That's the right place to be making your voice heard about reporting issues. 

     

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  • Jessie Schutz
    Zendesk team member

    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!

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  • Becca
    Zendesk team member

    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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  • Jessie Schutz
    Zendesk team member

    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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  • Trang Dinh

    Hello, 

    All Admins in our account don´t have the option to download the CSV of search terms, only account owner have access to download the CSV.

    Is this the expected behavior? 

    Cheers! 

    0
  • Brett Bowser
    Zendesk Community Team

    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
  • Brett Bowser
    Zendesk Community Team

    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
  • Brett Bowser
    Zendesk Community Team

    Hey Samuel,

    This was built into the native dashboard and unfortunately is not an available endpoint within our API. I wish I was able to provide you with another alternative :-/

    -2

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