Understanding Ticket to Search Ratio in Zendesk
What does a high ticket to search ratio indicate in Zendesk?
A high ticket to search ratio in Zendesk indicates that users are not performing many searches before submitting tickets. This could suggest that users are struggling to find the information they need in your help center.
Monitoring this ratio helps you understand user behavior and identify areas where your help center content may need improvement. A lower ratio, on the other hand, suggests that users are finding answers through searches, reducing the need for ticket submissions.
More related questions
How can I access the Zendesk Search dashboard?
To access the Zendesk Search dashboard, follow these simple steps. First, click on the Explore icon in the Zendesk product tray. Then, from the list of dashboards, select the Zendesk Guide dashboard and click on the Search tab. This will take you…
What information does the Zendesk Search dashboard provide?
The Zendesk Search dashboard offers a comprehensive view of your help center's search performance. It includes metrics such as total searches, searches with no results, average click-through rate, and tickets created. These metrics help you…
Can I customize the Zendesk Search dashboard?
Yes, you can customize the Zendesk Search dashboard to better suit your needs. You can edit and customize the dashboard by cloning it, allowing you to make changes without affecting the original dashboard. If you require more complex reports, you…
How often is the data in the Zendesk Search dashboard updated?
The data in the Zendesk Search dashboard is updated on a schedule that depends on your Explore plan. This ensures that you have access to the most recent information to analyze your help center's performance. Understanding the data refresh…
What are the headline metrics available in the Zendesk Search dashboard?
The Zendesk Search dashboard features several headline metrics that provide a quick overview of your help center's search performance. These include total searches, searches with no results, average click-through rate, and tickets created. These…
How can I view searches with no results in Zendesk?
To view searches with no results in Zendesk, you can use the Search queries overview table. By sorting the Average number of results column, you can identify searches that returned no results in the last 30 days. If you need to see all searches…
Does the Zendesk Search dashboard include API searches?
No, the Zendesk Search dashboard does not currently include searches performed through the search API. This is a feature that is being considered for future updates. For now, the dashboard focuses on searches performed directly in the help center,…
How is the average click-through rate calculated in Zendesk?
The average click-through rate in Zendesk is calculated by dividing the number of results clicked on by the number of searches performed. This metric helps you understand how effectively your help center content is engaging users. A click-through…
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