Contact Form Activity

The Contact Form Activity report lets you know how well your knowledge base is deflecting support emails. The following information is available and can be filtered by date range:

  • Hits: The number of readers who clicked on your contact form and saw the prompt to type what they need.
  • Searches: The number of readers who filled in the prompt and performed a search for the topic.
  • Self-Serves / Exits: The number of readers who did not submit a ticket following the initial search.
    • Self-Services: The number of readers who clicked the button to confirm they found the answer.
    • Exits: The number of readers who didn't confirm they found the answer but exited the form.
  • Submitted Tickets: The number of readers who submitted tickets after performing the initial search.
  • Search activity: The actual search terms input by readers, the result (self-service, exit, or ticket), and the content of the ticket.