Understanding 'Tickets Created / Search Ratio'
What is the 'Tickets created / search ratio' in Zendesk?
The 'Tickets created / search ratio' is a metric that helps you understand the relationship between help center searches and ticket submissions.
This ratio is calculated by dividing the number of tickets created from your help center by the number of searches performed. A high ratio indicates that customers are submitting tickets without performing many searches, while a low ratio suggests that customers are searching more and submitting fewer tickets. This metric is available in the Guide - Search dataset and can be viewed on the Guide dashboard under the Search tab.
More related questions
Can I report on tickets created after a help center search?
Unfortunately, you cannot directly report on tickets created specifically after a customer performs a search in the help center. There are no Explore attributes or metrics available to isolate such tickets. However, you can use the 'Tickets created…
Where can I find the report for the 'Tickets created / search ratio'?
You can find the report for the 'Tickets created / search ratio' on your Guide dashboard in Zendesk Explore. To access it, open the Guide dashboard, click on the Search tab, and scroll down to the bottom of the page. This report provides insights…
How can I interpret the 'Tickets created / search ratio'?
Interpreting the 'Tickets created / search ratio' can provide valuable insights into customer behavior in your help center. A high ratio means that customers are submitting tickets without performing many searches, which might indicate that they…
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