In this recipe, you’ll learn how to report on the most frequently searched queries, the number of searches, and the clicks performed by users in your knowledge base via the help center, Web Widget, and mobile SDKs.
This information helps you understand what your users are searching for most often, and which articles they’re choosing from their search results. That way, you can prioritize your attention and updates for the most-used articles.
This article contains the following topics:
What you’ll need
Skill level: Beginner
Time required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Search data in Zendesk Guide
Creating the report
- In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Guide > Guide - Search, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list, select Searches and Clicks, then click Apply.
- In the Rows panel, click Add.
- From the list, select Search timestamp - Date and Search query, then click Apply.
- Apply a top/bottom filter on the top 3 (or any number) results for each date, similar to this:
- (Optional) Add a filter for Search timestamp - Date to narrow your results.
2 comments
Efrat Barak Zadok
How can I see who is the user who performed top searches?
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Gab
I'm afraid there isn't an attribute available in the Search dataset that will identify the user name in the report. You can use the Search user role attribute instead, which will show the role of the user that performed the search event.
That could be a great suggestion (for Help Centers that requires sign-in) to have an attribute for End-user name. I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
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