Cases Created Report

The Cases Created report in Analytics > Search Analytics > Overview displays all cases logged on your ticketing platform (such as Salesforce or Zendesk). The report contains the following columns, listed from left to right:

  • # (): Shows the total number of cases created in the selected period. The count appears in parentheses.
  • SearchUnify Case ID: A unique case ID generated by SearchUnify. This is not the same as the case ID in Salesforce, Zendesk, or any other ticketing platform. This column is searchable.
  • Case Title: Displays the subject of the case. This column is searchable.
  • Session ID: Shows the SearchUnify session in which the case was created. This column is searchable.
  • Email ID: The email address of the user who created the case. This column is searchable.
  • User: Indicates whether the user is Internal (employee) or External (customer).
  • Date Time: Displays the timestamp when the case was created.

Fig. A snapshot of the Cases Created report.

Clicking any row in the Session ID column opens a dialog that displays detailed user activity for that session in two tables.

The top table provides a high-level overview of the session:

  • Session ID: The ID of the search session.
  • Searches: The total number of searches performed in the session.
  • Clicks: The total number of clicks made on the search results page during the session.
  • Support Visit: Displays true if the user visited the support page and false otherwise.
  • Cases Logged: The total number of cases created in that session.

The second table lists all user actions captured during the session.

  •  Activity Type: Shows the type of action performed. It can have one of the following values:
    • Text Searched: Displays the query searched by the user.
    • Text Search (Support Page): Displays the query searched on the support page.
    • Viewed Page: Displays a link to the page viewed by the user.
    • Visited Support: Displays a link to the support page visited by the user.
    • Created a Case: Displays the subject of the case created.
    • Click Search Result: Displays the URL of the clicked search result.
  • Activity Details: For Text Searched and Text Search (Support Page), this column shows the keyword searched. For all other activity types, it displays a link to the visited page.
  • Time: Displays the timestamp when the activity occurred.

Fig. A snapshot of the Session Details in the Case Created report.

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