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
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
- 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 Calculations menu (), select Standard calculated attribute.
- In the Name field, give your calculated attribute a descriptive name (for example, Searches containing the word "test").
- 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 - Click Save.
Creating the report
- In the Metrics panel, click Add.
- From the list, select Searches, then click Apply.
- In the Rows panel, click Add.
- From the list, select Search query and the standard calculated attribute you created above, then click Apply.
- (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.
- (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.