Analyzing help center search results without Explore

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  • SproutLoud

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



  • Brett Bowser
    Zendesk Community Manager

    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!

  • 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? 

  • Gab Guinto
    Zendesk Customer Care

    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.


  • Matthew Feczko

    Hi @..., 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.

  • Dave Dyson

    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

  • Somos Sokso

    Buenas tardes, 

    Necesito saber que opción del Explore me brinda los tickets creados por usuarios finales desde el centro de ayuda cuando hacen clic en Enviar una solicitud.

    Espero que me puedan ayudar con un paso a paso, gracias. 

  • Pedro Rodrigues
    Community Moderator

    Hola @..., para estos casos deberá seleccionar el filtro de "Canal del ticket" = "Web" en Explore.

    Sin embargo, este valor 'web' incluye tanto tickets solicitados en el Centro de Ayuda (bajo URL .../requests/new), como por el Web Widget (ver artículo de Zendesk aquí).

    Una forma de distinguirlos efectivamente es a través de la creación de un campo personalizado desplegable con las siguientes opciones (nombrado "Canal Exacto", por ejemplo):

    • Email :: Widget
    • Email :: Formulario web
    • (...)

    Consecuentemente, estos valores los llenaremos a través de disparadores en la creación del ticket:

    • Si un ticket es creado + canal es widget + Canal Exacto no está presente » Canal Exacto = 'Email :: Widget'
    • Si un ticket es creado + canal es formulario web + Canal Exacto no está presente » Canal Exacto = 'Email :: Formulario web'

    Parece un disparador innecesario, pero de este modo podemos utilizar el nuevo campo en Explore y que nos permitirá un desglose exacto del canal del ticket.

  • Maddy Townsend-Hahn

    Hello Zendesk,

    Our team recently integrated Zendesk with Algolia and we have noticed a huge drop in our number of searches. I see in this article that instant searches aren't counted. Does that mean the number of searches shown in my Zendesk Analytics is only showing searches where users hit the Search Results page?

  • Cheeny Aban
    Zendesk Customer Care
    Hi Maddy, 

    The search results showing on your Zendesk Guide analytics only include those within the Zendesk Environment, which are Help Center, Mobile SDK, or Web Widget. Since you recently integrate your account to Algolia, there is a possibility that those events are not captured on the system. I highly suggest that you reach out to Algolia to verify how you can apply analytics to their Product. 

    Further, you can check search dataset to know more information regarding the same. 

    I hope that helps!

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