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In this recipe, you'll learn how to report on searches your users performed in your knowledge base that include a specific word or phrase.

This article contains the following topics:

  • What you'll need
  • Creating the standard calculated attribute
  • Creating the report

What you’ll need

Skill level: Intermediate

Time required: 15 minutes

  • Zendesk Explore Professional or Enterprise
  • Editor or Admin permissions (see Giving users access to Explore)
  • Search data in Zendesk Guide

Creating the standard calculated attribute

  1. In Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Guide > Guide - Search, then click Start report. The report builder opens.
  4. In the Calculations menu (), select Standard calculated attribute.
  5. In the Name field, give your calculated attribute a descriptive name (for example, Searches containing the word "test").
  6. In the Formula field, paste or enter the formula below, substituting test with the specific phrase you want to report on. 
    IF (CONTAINS(LOWERCASE([Search query]),"test")) 
    THEN "Has this word"
    ELSE "Does not have this word"
    ENDIF
  7. Click Save.

Creating the report

  1. In the Metrics panel, click Add.
  2. From the list, select Searches, then click Apply.
  3. In the Rows panel, click Add.
  4. From the list, select Search query and the standard calculated attribute you created above, then click Apply.
  5. (Optional) Click the standard calculated attribute you added, select Has this word, and click Apply to see only results where the word you want to report on is present.
  6. (Optional) Add a filter for Search timestamp to narrow your results.

Your report is a table of the search terms made in your help center along with their corresponding number of searches.

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