Search Analytics – Swifteq Zendesk Apps

The Search Analytics displays information on what your visitors are searching for. This gives you insights into visitors' search behavior in your Help Center. This includes what visitors are searching for and how successful they are at finding what they need.

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In this Article
Using the Search Analytics
Searching for Queries
Information Displayed in the Search Analytics Graph
Information Displayed in the Search Analytics Tables
Displaying All Searches or No Result Searches Table
Displaying the Metrics for a Specific Query
Exporting the Search Analytics

Using the Search Analytics

The graph shows a summary of the search queries for the selected period and frequency, and for any filters that have been selected. If you have set the option for Compare to previous period in the Date Selector, the Search also displays values for the previous period in orange. Refer to Using the Dates and the Filters in Analytics.

The All Searches and No result searches tables show the Query with the words and phrases that visitors searched for. You can search within these tables to find any specific search word or phrase. The tables also include information on any tickets that were created using the Submit a request link on any articles found by the searches, so you can see which search queries are creating tickets in your Helpdesk.

Searching for Queries

You can search for any words or phrases that the visitors searched for using the Search any queries. You can enter all or part of a word. You can search in the All Searches and the No result searches tables.

Information Displayed in the Search Analytics Graph

The graph initially displays a summary of the number of Searches. You can change this to display the graph for the Unique Visitors, No Result Searches, No Result Rate or the Conversion % by clicking the relevant heading.

Searches	This displays the total number of searches that visitors made, for the selected date period and filters.
Unique Visitors	This displays the total number of unique visitors making the searches, for the selected date period and filters. This number will be different to the Unique Visitors on the Performance Overview which displays the total number of unique visitors, not only those making searches. Visitors are tracked by generating a random unique identifier for each visitor. This identifier is stored in the browser cache of the visitor to the Help Center. The unique identifiers are then used to count the Unique Visitors. The unique visits are counted in intervals of 1 hour and the visits are then aggregated (summed) for the dates selected in the Analytics filter. The total number would therefore be slightly higher than the actual number of unique visitors. For example, If the visitor were to visit the Help Center multiple times within 1 hour, this would only be counted as 1 in the Unique Visitors. If you are looking at the Analytics for a period of one month, and a single user visits 3 times that month for less than 1 hour each time, the aggregate count for the Unique Visitors would be 3. If a user visited 3 times in a single day, but the visits were 2 hours apart, then the Unique Visitors count would also be 3. The unique identifier is cleared if the visitor clears their cookies or browser cache.
No Result Searches	This displays information on where there were no results for the search query the visitors entered.
No Result Rate	The No Result Rate shows the percentage of searches (for the selected date period and filters) for which there was no result for the word or phrase they entered, compared to the number of searches for which there was a result.
Conversion (%)	In the Help Center, at the top of the search results, a user can click Submit a request to create a Helpdesk Ticket. The Conversion % in the Search Analytics shows the percentage of searches (for the selected date period and filters) that resulted in a ticket being created using the Submit a request link compared to the total number of searches in that period. The Conversion % calculation is based on the actual number of tickets created after an article visit. Help Center Manager tracks the following: The visitor journey between the articles. The contact form (when the user submits the form, not just when they visit the form). The ticket created in your Zendesk Help Center. If a visitor reads an article and then creates a new ticket through a different channel (such as through email or WhatsApp) this is included in the Conversion % calculation. However, this is only possible for visitors who logged in or have submitted a contact form at least once, so that Help Center Manager can access their email address (encrypt it and hash it) and use that as an identifier.

Information Displayed in the Search Analytics Tables

Query	This displays the search term that visitors entered in the search, for the selected date period and filters.
Counts	This displays the count of the total number of times that visitors searched for the specific query, for the selected date period and filters.
Avg Number of Results	The Avg Number of Results is the number of occurrences of the search term in which the search query was found in the articles. You can use this to understand the search performance, for example, where this is a very high number, or a lower number than expected, this may indicate the visitors are not finding what they are looking for. This shows as the average for the selected date period and filters as articles may be being added or updated with more or fewer instances of the search term.
Tickets Created	In the Search tables, the Tickets Created shows the number of tickets created using Submit a request, at the top of the search results in your Zendesk Help Center after entering the search query and for the selected date period.
Conversion (%)	The Conversion % in the Search Analytics tables shows the percentage of searches for that query (for the selected date period and filters) that resulted in a ticket being created using the Submit a request link compared to the total number of searches for that query, in that period. Refer also to Conversion % above in the Search Analytics Graph.

Displaying All Searches or No Result Searches Table

Search initially displays the queries for All Searches to display all the search terms that visitors have entered. This table includes any searches for which a result was not found.

You can change this to display the No result searches table with only the queries for which there were no results. This table is useful to identify any words or phrases that your visitors are searching for that you have not included in your Help Center.

If the selected date period covers dates where the article did not already exist, or the search term was not included in articles, there may be a different value for Counts in the All Searches and No result searches tables.

Note: Searches with the same term can show in the No result searches table if the visitor made the search when they have selected a different language to that in which the search term is held.

Displaying the Metrics for a Specific Query

In the table, clicking anywhere on the row in the tables displays the metrics for that query.

This displays information such as what the visitors did before and after searching. The information is similar to what displays in the Article Metrics. Refer to Displaying Article Metrics for a Specific Article and the Visitor's Journey.

At the top of the metrics, you can click the icon next to the search term to run the search query in your Help Center and display the results it currently gives.

Exporting the Search Analytics

You can click the Export button to export the information in the Search graph, tables or Search Metrics as a .csv file. This can be especially useful if you are using the Compare to previous period function (refer to Date Selector in Using the Dates and the Filters in Analytics).