Hello, I created a search report and I'm seeing “Unknown search type” as the Search click type, in addition to “Article” and I'm not sure what it means. I search here for it and nothing is coming, so I'm asking the community. Does anyone know what “Unknown search type” means?
Additionally, why when this field shows Article is the searches 0? Does that mean that it was a successful search because clicked to view an article?
Thank you (again), @francis14. This was helpful, but I do have one follow up question. Would it be safe to assume that if the result is “Unknown search type” that the search wasn't in the Knowledge app and another search feature in the Agent Workspace, especially as Articles will only appear for the Knowledge app as a clickable option?
Yes, it’s safe to assume that when the search click type shows as “Unknown search type,” the search wasn’t performed within the Knowledge Capture app, as article clicks typically only appear there as a recognized option. Instead, these “Unknown” clicks likely come from other search features within the Agent Workspace or custom integrations, where results are not classified as articles. Because the Knowledge app is focused on knowledge base articles, its search events are clearly labeled, whereas searches and clicks in the Agent Workspace, which can include tickets, users, or other objects, may not map to standard search types and therefore show up as “Unknown search type” in reports.
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"Unknown search type" in your report means Zendesk couldn’t identify the type of search result clicked. When the click type shows "Article" but searches are zero, it often reflects that article clicks are tracked separately from the number of searches performed, so zero searches doesn’t imply failure—rather, it indicates users successfully clicked to view articles after searching.