How are tickets created from article searches captured?

July 04, 2025 15:51

Question

Answer

The Ticket Created metric is related to the help_center_data cookie. When users search the help center, this cookie saves search terms. Zendesk can identify if a ticket was created as a result of that specific search.

However, Guide datasets are based on events. While Zendesk detects the creation of a ticket, individual ticket IDs are not tracked.

For more information, see this article: Metrics and attributes for Zendesk Guide.