Question
Can I create a report that shows me the number of tickets created after a customer first searches for an answer in the help center?
Answer
No, there are no Explore attributes or metrics that can isolate if specific tickets were created after performing a search in your help center. The search term and the ticket connect through the help_center_data cookie, which stores the user's search term to check whether a ticket was created after that search term.
However, you can use the Tickets created / search ratio to understand submissions from your help center more generally. This metric is available within the Guide - Search dataset.
A report of this data is also available as part of your default Guide dashboard under the Search tab. Open the Guide dashboard in Explore, click Search, and scroll down to the bottom of the dashboard page to view the report.
This metric takes the number of tickets created from your help center and divides it by the number of searches on your help center. A high ticket to search ratio indicates that your customers are not performing as many searches prior to submitting their tickets. A low ticket to search ratio indicates that your customers are searching and not submitting as many tickets afterward.
For more information about the ticket to search ratio, see this article: Analyzing your help center search results with Explore.
4 comments
Lue Loudin
This article https://support.zendesk.com/hc/en-us/articles/4408831829402 says, "Zendesk provides this data with a measure called “tickets created after search” in Analyzing help center search results." But that ticket is broken. So, reporting two errors.
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Elaine
I'm sorry to hear that you are experiencing issues with the data in your reports. You can contact Zendesk Support through your Zendesk dashboard or by visiting our Support portal. This ensures that our support team can thoroughly understand the situation and offer the assistance you require. If you have any further questions or concerns, feel free to let us know. We're here to help.
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Lue Loudin
Elaine Hi Elaine,
Are you saying I should be able to report on tickets created after search?
Also, my bad, I meant the link in the article is broken (not 'ticket").
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Elaine
Apologies for the confusion. I will be flagging the article link so it can be updated.
Yes, that would be under Search queries overview section. Here's the article so you can check what available attributes are in the Guide Dashboard.
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