Debbie Guskin

I'd like to echo what Kelsey, Antoine, and Gaëtan said about the Search data sets. Here are our use cases:

• Searches with No results - we use this information to decide on updates to the language and labels of our current FAQs to make them easier to find, as well as understand if there's a popular search term that we need to build a new FAQ for (e.g. knowledge base gaps).
• Total Searches - provides information on the most popular terms our customers are looking for, that both do and don't have results.

Google Analytics is good for finding out which articles are the most popular, so GA data plus the Guide Search Stats help us have a fuller picture of what is happening in our help center.

+1

Similar to Corey, we use automations to re-open tickets. Here's our specific use case:

We have a "required to solve" ticket field that is not always set by Agents for Pending tickets. When our automations transition a ticket from Pending to Solved after X amount of time we have an automation that checks if the required field is set. If the field isn't set, the automation automatically re-opens the ticket. However, this confuses our agents because there's no actual info in the ticket that explains why it's still open. To them it looks like the customer never replied and no additional action is needed.

Note - Our use case could potentially be fulfilled by having a "require on ticket pending flow" option, but adding internal notes for automations is a bit of a more robust option that can be used for other use cases as well. Plus the workaround for requiring a field on other ticket update types at https://support.zendesk.com/hc/en-us/articles/227741828-Is-it-possible-to-require-a-field-be-set-before-moving-to-a-status-other-than-Solved- is not ideal.