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Customer portal search history/analytics

Related products:Freshdesk
  • March 8, 2012
  • 3 replies
  • 48 views
C
Apprentice
High value information for a customer portal is what topics users are searching for.   The admin interface should show (or allow you download in CSV) a list containing:
  • The things people have typed into the search box on the site
  • The search referral terms from Google for internet searches that land on the customer support portal 

The list should include for each item the page/solution/forum thread that the user clicked on/landed on so we can evaluate our content quality.

This could be implemented by allowing the admin to add a Google analytics code snippet to the customer portal pages so it would integrate with our overall analytics setup.

3 replies

B
Contributor
  • blake
  • Contributor
  • March 28, 2013

Where is information about what people searched for in the reporting?  I don't see this.


Or does this need to be handled by google analytics somehow?

I can see using google analytics to see which pages were viewed the most but can't see it being used for showing what people tried to search for.

A
Contributor

Same question. Where is it implemented?

S
Community Debut

https://support.google.com/analytics/answer/1012264?hl=en - instructions for enabling "site search" on your support portal. You'll then see reports of what users are searching for in your support portal. Go to your Google Analytics, under "Behavior" --> "Behavior Flow" --> "Site Search".

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