Report on what users are searching for in self help (Confluence) and how that is deflecting tickets

Matt Hadaway

I would like to see a report that shows what words/phrases users are searching for in the  self-help knowledge base - Confluence. Are there results when they search for those, are they are clicking through, and did they end up submitting a request or was it deflected? I have attached an image of what this would look like. Anyone know if this is possible?

Holly Ryall

We are also looking for this as well. One of the things we are finding is that our users are using terminology that differs from our internal messaging and thus not returning the correct results. By having this information/analysis we'd be able to tweak our documentation to better service our end users. Have you submitted a feature request with Atlassian? I was about to do so when I stumbled on your question and don't want to duplicate efforts. Thanks so much!