We have our help-docs that out customers can search to try and troubleshoot their problem before requesting helping through our help-desk. Is there a way to pull a report of the top word search in the help-docs?
There is a third party plugin "Search Analytics for Confluence" which can track and analyse searches but I think it works in Confluence and won't give you reports for the users searching from JSM. I can advise to reach out to the vendor to see if they can work on this feature and also check if it can be made available for cloud hosting type.
Thank you Kishan for referencing our app.
Unfortunately, I have to inform you that currently the analysis of the search via the JSM help desk cannot be done. However, we will monitor the technical development in the cloud and if applicable, we will include in the future the JSM query in our search analysis.
I do not believe that there are any reports that provide you with information on what is being searched in the service desk. If you go to the articles you can see how many views each one has. You can also use the requests resolved report and drill down into it to see what articles are being used to resolve issues and how often by time. This is helpful to see what content is helping resolve issues.
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