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Reporting on Help Portal Customer Searches

Related products:Freshdesk
  • Jan 14, 2022 1:56 AM UTC
  • 4 replies
  • 63 views
Apprentice
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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
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  • manns
  • Featured Influencer
  • Jan 14, 2022 10:13 AM UTC

@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
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    • DenisPom
    • Apprentice
    • Nov 29, 2022 7:55 PM UTC

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

    Apprentice
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    • AngusGENM
    • Author
    • Apprentice
    • Dec 9, 2022 1:23 AM UTC

    @DenisPom No, nothing as yet

      Bonnie H
      Apprentice
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      • Bonnie H
      • Apprentice
      • Jun 19, 2024 8:50 PM UTC

      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. 

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