Analyzing Help Center search results (Guide Professional and Enterprise)

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84 Comments

  • 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

    6
  • Amy Gracer
    Community Moderator

    I would like to be able to see the tickets that were created as a result of a search, whether it resulted in a click through or not. Can you make the tickets created a hyperlink through to the ticket itself? 

     

    This way, I can see more details on the user's question AND I can review the support agent's answer to help improve the content of my article. 

     

    Is there anyway to do this?

     

     

    3
  • Sean Williams

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

    3
  • Pedro Rodrigues

    Thanks for confirming. For future reference, just leaving the same product request in Explore's Help Center, in case someone would like to vote:

    2
  • 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.

    2
  • Avi Aharon

    I find Sean Williams request very useful.

    2
  • Emily Knox

    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
  • Oscar Rovira

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

    Thx!

    2
  • Sarah Anscombe

    Could you explain why a result of more than 100% would appear for the Click-through rate?

    Thanks

    2
  • Kimberly Roy

    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. 

    2
  • Aparna Jayaraman

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

    2
  • 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!

    2
  • Alessio Riccio

    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
  • Alessio Riccio

    @Devan: It's the same question which is going around for some years now, I had also asked on the last page I think: In the stats we can track the searches and even see how many tickets were created after a customer did not find what he was searching for. Unfortunately we have no access to those tickets. Having access could facilitate seeing what the issue is with the content in the help center.

    1
  • Pedro Rodrigues

    Hi Brett, are there any plans to fix this in 2019?

    1
  • Samuel Rasetti

    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
  • Samuel Rasetti

    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
  • Carlo de Lieto Vollaro

    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
  • Bernard

    API access to search report results, please - seems like a no brainer and and oddity not to be able to access via API ? Thanks!

    1
  • Anna Mae Alonzo-Casacop
    Zendesk Customer Advocate

    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!

    1
  • Alessio Riccio

    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?

    1
  • Aldwin Mariano

    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.

    1
  • Samuel Rasetti

    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
  • 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.

    1
  • 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?

    1
  • 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.

    1
  • Catherine Michalak
    Community Moderator

    Hi,

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

     

    Thanks

    Catherine

     

    1
  • Alexander Popa
    Zendesk team member

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

    0
  • 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.

    0
  • Jessie Schutz
    Zendesk team member

    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.

    0

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