How does Zendesk capture tickets I create after a help center search?

Question

How does Zendesk capture tickets I create after I search the help center?

Answer

The Ticket created metric relates to the help_center_data cookie. When you search the help center, this cookie saves your search terms. It lets Zendesk determine whether you created a ticket because of that search.

Knowledge datasets are based on events. Zendesk detects when you create a ticket, but it does not track individual ticket IDs. See Metrics and attributes for Zendesk Knowledge.