Contact form reporting

See hits, searches, self serves/exits, submitted tickets, and search activity in your Contact Form.

Contact form reporting

The Contact form reporting is set up into two sections: Contact Form Activity and Search Activity.

Contact Form Activity

The Contact Form Activity report lets you know how well your knowledge base is deflecting support emails. Here's a quick guide to help you use this feature:

  1. Use the Date Range dropdown at the top to adjust the time period for the chart and the summary sections below. Options here include:
    • Today, past week, past two weeks, past month, past two months, past six months, custom
  2. Once you've made your Date Range selection, click Update Chart to update the chart and the summary sections below.
  3. The chart displays the number of instances of each section (Hits, Searches, Submitted Tickets, Exits, and Confirmed Self Serves). It adjusts based on the Date Range selected at the top.
  4. Hits: The number of readers who clicked on your contact form and saw the search prompt. Basically: the total number of times the contact form was opened.
  5. Searches: The number of readers who performed a search for the topic.
  6. Self-Serves / Exits: The number of readers who did not submit a ticket following the initial search.
    • Self-Services: After performing the initial search, the number of readers who clicked the button to confirm they found the answer and did not need to submit a ticket.
    • Exits: The number of readers who didn't confirm they found the answer but exited the form.
  7. Submitted Tickets: The number of readers who submitted tickets after performing the initial search.

Search Activity

The Search Activity section lets you drill into the searches themselves a bit more.

  1. Use the Date Range dropdown at the top to adjust the time period for the table below. Options here include:
    • Today, past week, past two weeks, past month, past two months, past six months, custom
  2. Once you've made your Date Range selection, click Update Results to update the table.
  3. The table displays the pages where the search was performed from, the total number of searches made, and the number of tickets submitted.
  4. Click the Page Breakdown link to view more detailed data for each page.

Searches on individual pages

Once you click Page Breakdown from the Search Activity section, you'll see a breakdown of searches completed on that particular page. For widget contact form searches, this can help identify articles you might want to set up as recommended for the page.

  1. Use the Date Range dropdown at the top to adjust the time period for the table below. Options here include:
    • Today, past week, past two weeks, past month, past two months, past six months, custom
  2. Once you've made your Date Range selection, click Update Results to update the chart and the summary sections below.
  3. Hits: The number of readers who clicked on your contact form and saw the search prompt. Basically: the total number of times the contact form was opened.
  4. Searches: The number of readers who performed a search for the topic.
  5. Self-Serves / Exits: The number of readers who did not submit a ticket following the initial search.
    • Self-Services: After performing the initial search, the number of readers who clicked the button to confirm they found the answer and did not need to submit a ticket.
    • Exits: The number of readers who didn't confirm they found the answer but exited the form.
  6. Submitted Tickets: The number of readers who submitted tickets after performing the initial search.
  7. The search term section will show the actual terms your readers searched.  Contact form searches can be completed from both the full knowledge base (using the contact-us page) or from within the embeddable web widget's Contact Support link, so the source dropdown lets you select which source(s) you'd like to use. You can show searches from All Sources (searches from the knowledge base AND the widget), knowledge base only, or widget only.
  8. You can filter results to show any combination of Self Serves, Unpreventable, Tickets, and Exits.
  9. Once you've changed sources or filters, click the Update Filter button.

The Search Phrase results will show the exact search phrase that was entered, the Time of Search (using the time zone identified for your entire knowledge base in Settings > Basic), whether the search was completed in the widget or in the full knowledge base's Contact Form (Widget Submission), and the Action Taken.