Skip to main content
New Idea

Reporting on Help Portal Customer Searches

Related products:Freshdesk
  • January 14, 2022
  • 4 replies
  • 54 views
A
Apprentice
Forum|alt.badge.img+1

It would be great if we could get a report or some kind of data on the commons search phrases being used by customers on our help portal/knowledge base. This can help inform the terminology customers are using, track common searches, re-organise the information and track any links between business activity and certain customer searches.

4 replies

manns
Skilled Expert
Forum|alt.badge.img+10
  • manns
  • Featured Influencer
  • January 14, 2022

@AngusGENM this is particularly useful for identifying missing knowledge articles or where the language used by searchers differs to that used in the relevant knowledge article.

Cheers, Stephen || https://ITSM.tools
    DenisPom
    Apprentice
    Forum|alt.badge.img
    • DenisPom
    • Apprentice
    • November 29, 2022

    @AngusGENM / @manns , did anyone from FreshWorks contact you yet about this idea?  I would like that too.

    A
    Apprentice
    Forum|alt.badge.img+1
    • AngusGENM
    • Author
    • Apprentice
    • December 9, 2022

    @DenisPom No, nothing as yet

      Bonnie H
      Apprentice
      Forum|alt.badge.img+1
      • Bonnie H
      • Apprentice
      • June 19, 2024

      This would be very helpful to know what customers are searching and to know what articles that we may need to create. This would be a great feature add. 

        Terms of UseAccessibility statement