Analyzing help center search results with Explore

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9 Comments

  • Orsolya Forster
    Zendesk Product Manager

    Hi Trevor Piercey,

    The roll-out of the Search dashboard will finish on November 19, so it's possible that your account isn't updated yet.
    Since, we're also consolidating all the Guide dashboards, it can be that your Search dashboard is temporarily included in the Zendesk Guide: Knowledge Base and Search dashboard. This consolidation work will also be complete by November 19.

    By the end of this week, everything should work as described in the article.
    Thanks for the feedback. Cheers!

    1
  • Oleksandra Marchenko

    Hey y'all!

    Does the "Total Searches" number include the auto-searches performed when a user is creating a ticket and they are being suggested KB articles automatically, based on their issue description?
    Thank you

    0
  • Orsolya Forster
    Zendesk Product Manager

    Hi Oleksandra Marchenko,

    This dataset doesn't include the auto searches. Extending the dataset is certainly on our radar, however it's not our short term roadmap yet. I'll mark your comment for future planning.
    Thanks for your contribution.
    Cheers!

    0
  • Jodi Pulizzi

    Is there a way to view all searched terms with no results as opposed to just the top 5? 

    0
  • Orsolya Forster
    Zendesk Product Manager

    Hi Jodi Pulizzi,

    Yes, you can get this information in the Search queries overview table by sorting the Average number of results column. Just click on the little arrow on the top of the column. Note that search data in this table is limited to the last 30 days on the default dashboard, due to data volume considerations. This means that you'll get the searches with no results in the last 30 days.

    In case you can create custom queries, you can build your own table to get all the searches with no results.

    Cheers!

    0
  • Kathryn Lacomba

    Hello,

     

    This is a great tool!  However, how do I know if my click through rate and result rates are good. I have tried searching here and Googling CTR for documentation/help centers but no luck.  You show 58% above, is that a good rate?  How do I know if I have too many search results?

     

    Thank you!

    0
  • Orsolya Forster
    Zendesk Product Manager

    Hi Kathryn Lacomba,

    The click-through rate describes search conversion to clicks, therefore you want to see it trending upwards. It's hard to set the general healthy threshold, I advise you to follow trends over time to define what's the best KPI for your help center.

    Cheers!

    0
  • Jodi Pulizzi

    Hi,

    Thanks for your answer above. I clicked the arrow with the average number of results to show fewest (0 results) first and only 1 term is coming up with zero results. But, there are 5 term listed in the top 5 in the chart above. Why aren't they showing up in the column below? I would like to see all the terms (or at least the top10) that came up with 0 results in the past month. But it is only showing 1 term that has zero results. Why is that?
    0
  • Orsolya Forster
    Zendesk Product Manager

    Hi Jodi Pulizzi,

    The table below is limited to show the last 30 days' data only. This was necessary to prevent performance issues of the query.
    If your global time filter is set longer than 30 days, that might give more results in your bar chart compared to the table.
    To see all the search terms with no results, you need to create a custom query, it's not available in the default dashboard.

    Cheers!

    0

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