We currently have Freshdesk and really like it. I was asked yesterday by management if Freshdesk was capturing what customers searched for in our kbase. So we would know what areas we may need to create more articles for.
If we can better know what our customers are searching for we can better meet their needs.
+12Hello,
You can setup integration with Google Analytics and track the site metrics in your analytics dashboard. Once you've integrated your support portal, you can follow the steps listed here to setup Site Search for your support portal to report on the search activity of your users. Give this a spin and let us know if you need any further help!
Cheers!
Search terms are only tracked if the user clicks the search button. Unfortunately, search terms are not tracked if the user clicks from the list of selected articles instead of the search button. How do we capture search terms in Google Analytics for the second scenario listed above?
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