Igor Buffon Cattusso

Comparing metrics from Guide and Support datasets is essential, as it would give much more info on how effective the Help Center is.

It would give insights, for example, on which searches yielded no answers and the user ended up opening a ticket because of it. Knowing what was searched and how the agent handled the customer's question and use that answer to improve the help center content would be of great value.

As of today, there is no way to link such a search with the opened ticket :(