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

No, there are no Explore attributes or metrics that can isolate if specific tickets were created after performing a search in your help center. 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 term.

However, you can use the Tickets created / search ratio to understand submissions from your help center more generally. This metric is available within the Guide - Search dataset.

A report of this data is also available as part of your default Guide dashboard under the Search tab. Open the Guide dashboard in Explore, click Search, and scroll down to the bottom of the dashboard page to view the report.

This metric takes the number of tickets created from your help center and divides it by the number of searches on your help center. A high ticket to search ratio indicates that your customers are not performing as many searches prior to submitting their tickets. A low ticket to search ratio indicates that your customers are searching and not submitting as many tickets afterward.

Note: Anonymous user tracking feature enhances help center analytics capabilities. For more information, see this article: Enabling anonymous user tracking for your help center.

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