Question

Logging Solution Search Requests?

  • 22 June 2022
  • 1 reply
  • 10 views

Badge +4

Is there a way to get a report of what people are searching for when searching solutions?

We’re looking for a date/time stamped list of searches so we can understand what people are searching for. It would be great to also know how many articles showed up for the search so we can understand search success. 

This will help us curate and hone our guides to ensure we’re focusing on the right ones and to reduce overall ticket volume to our helpdesk.


1 reply

Userlevel 5
Badge +6

Hi Labatt,

 

Greetings from the Freshworks community!

 

We do have a knowledge base curated report in analytics available from the Pro plan to achieve your requirements. With the knowledge base curated reports, admins and agents can get key insights about their articles and agent performance so that the content creation process can be improved further. The curated reports are split into three sections:

  • Overview

  • Article insights

  • Agent performance


You can read in detail about the report here: https://support.freshdesk.com/en/support/solutions/articles/50000002846-understanding-the-curated-knowledge-base-reports.

Cheers,

Aishvarya

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