Tip of the Week: Tracking ticket origination from Help Center

Published May 26, 2015
Last modified May 26, 2015

Have you ever looked at your reporting dashboard and wished you could see the exact tickets in your Zendesk help center that are created after a search or an article view? Sure, you can see how many tickets were created after searching for a term, but currently you cannot see which tickets were created nor can you see which tickets were created after viewing an article–until now.

In this tip, I'll show you how to obtain this powerful insight. In just a few steps, you will be able to look into the exact tickets that were created after a user searches for a term or after they do not get the answer from your article. You'll even be able export this as a CSV through the view. This should help you bolster that knowledge base a bit more.

The only thing that you'll need today is administrator access to your Zendesk account. Let's get started!

Head to the forums to learn more

Keep the knowledge flowing. For more tips like this, check out our Zendesk’s Tip of the Week collection.