Can I report on tickets created after a customer performed a help center search?

Question

Can I create a report that shows me the number of tickets created after a customer first searches for an answer in the help center?

Answer

Reports don't include attributes or metrics that isolate tickets created after a help center search. The search term and the ticket connect through the help_center_data cookie, which stores the user's search term to check whether a ticket was created after that search.

As a workaround, use the Tickets created to search ratio to understand help center submissions in general. This metric is available in the Knowledge - Search dataset.

To access it, go to the Analytics tab and create a new report. Filter datasets by Knowledge, then select the Knowledge - Search dataset. Click Start report. Under Metrics, select Search, then find Tickets created / Search ratio in the list.

You can also view this data on your default Knowledge dashboard under the Search tab. Go to the Analytics tab, then open the Dashboards page. Find the default Knowledge dashboard in the list. Open the dashboard, select the Search tab, then scroll down to view the report.

This metric divides the number of tickets created from your help center by the number of searches on your help center. A high ticket to search ratio means your customers don't search much before they submit tickets. A low ticket to search ratio means your customers search and submit fewer tickets afterward.

Note: The anonymous user tracking feature enhances help center analytics. For more information, see Enabling anonymous user tracking for your help center.

For more information about the ticket to search ratio, see Analyzing your help center search results with Explore.