Analyzing help center search results

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92 Comments

  • 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
  • Pedro Rodrigues

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

    1
  • Alessio Riccio

    @Brett: I totally support the request from Pedro. This would be a pretty nice feature for analizing the tickets with more depth.

    0
  • 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!

    0
  • 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
  • Alessio Riccio

    @Brett: The wish was stated already 2 years ago by Karis Thoresen. I have not big hopes that something's gonna change..

     

    @Pedro: done.

    0
  • Nicole Saunders
    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. 

     

    0
  • 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
  • Devan - Community Manager
    Zendesk Community Team

    Hello Amy,

    Just wanted to get some clarification on this from you. So are you trying to create a method of tracking where any ticket that is created from a using a specific hyperlink or when they hyperlink is utilized from a search for ticket creation?

     

    0
  • 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
  • Amy Gracer
    Community Moderator

    @Devan: @Alessio has described the issue correctly. Since we get this information now as part of Content Cues, can it be added to the report?

    0
  • 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

    0
  • 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 :)

    0
  • 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
  • Sarah Anscombe

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

    Thanks

    2
  • 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
  • Dan Yost

    Looking at our searches with no results it shows "extract" as one of them. I get 17 results from the same search.  All of the article results are available to everyone.  Why is the report showing me there were no results?

    Thank you,

    Dan

    0
  • 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?

    0
  • Monica

    Are instant search/autocomplete searches counted in searches?

    0
  • Sophie McMonagle

    Sarah Anscombe Michael Ludden I'm sorry about the delay and hopefully you have already found your answer elsewhere.
    If not, the reason is because “our native reporting on the views of your Help Center includes bots, crawlers, and repeat visitors.”
    More information in this article: https://support.zendesk.com/hc/en-us/articles/230199727--Why-am-I-seeing-differences-in-Google-Analytics-versus-Help-Center-reporting-overview-

    0
  • Sophie McMonagle

    Regarding instant search and autocomplete searches being counted in searches - the answer is no.  We only count raw searches and hits in the statistics.

    I hope that helps!

    0
  • inAIR

    why is the csv result different from the view?

    0
  • 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.

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Hannah,

    Views (in the native reporting) show the total number of views for articles in the knowledge base during the reporting period. Page views in Google Analytics are individual page views.

    The article Guide reporting tools for measuring self service talks about why we see differences in Google Analytics versus the Help Center reporting overview. It says: “The views of your Help Center, reported on the dashboard could more accurately be described as raw hits. Our native reporting on the views of your Help Center includes bots, crawlers, and repeat visitors. Google automatically ignores their own indexing bots in the results. Depending on how you have Google Analytics configured, bot traffic may account for a large part of the discrepancy.“

    The other possible difference is if you are using a view in Google Analytics that filters out traffic from your IP address. The views report in Support does not filter out internal traffic.

    I hope that helps, but do let us know what additional questions you have.

    0
  • Sarah Ichord

    Hello - how are we able to get this data in Explore? And is it possible to break it down by user-segment? 

     

    Thanks!

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Sarah,

    We do have some Guide data available in Explore which can be found here: Announcing the Zendesk Guide knowledge base reporting in Explore

    You may also want to take a look at the Available datasets in this article as well.

    Let me know if you have any other questions!

    0
  • James Beniston

    Hey, I have a very basic question relating to our help centre data. 

    I can see on search that in the last 90 days 26 tickets were created from the help centre.

    How can I see which of our support teams those tickets were split across? 

    0
  • Gab
    Zendesk Customer Advocate

    Hi James,

    I'm afraid there is no option to drill into the results displayed on that dashboard to see the data on tickets created from Help Center searches. And, unfortunately in Explore, Help Center search data is not available, at least not yet at this time, so you creating custom reports for this is also not possible. Sorry about this limitation, James.

    Thanks!

    -1
  • Matthew Feczko

    Hi Gab, is there a way in Explore to pull out the search terms used by customers to see what they're searching? This feature used to be possible in Insights, but now that we've all migrated to Explore, there's no way to see if what our customers are searching for matches with the language we've used in our articles.

    This is key for us, and I imagine *many other* companies who need to optimise their knowledge base for what users are looking for.

    0
  • Dave Dyson
    Zendesk Community Team

    Hi Matthew –

    There currently isn't a way to look at search analytics in Explore, but you should still have access to the built-in Search report, since it's not powered by Insights: Built-in reports

    I did find this thread in our Feedback on Explore topic, that it could be worth adding your use case to: Get keyword data that user search in Help Center or Answerbot on Explore

    -1

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