Question
How are tickets created from article searches captured?
Answer
The Ticket Created metric is related to the help_center_data
cookie. When users search the help center, this cookie saves search terms. Zendesk can identify if a ticket was created as a result of that specific search.
However, Guide datasets are based on events. While Zendesk detects the creation of a ticket, individual ticket IDs are not tracked.
For more information, see this article: Metrics and attributes for Zendesk Guide.
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