Sessions in Which No Search was Performed But a Case Was Logged

Question

While attempting to pull data on sessions where my customers are not searching but are logging cases, I get no results.

Answer

This is expected behavior since the case subject provided by the customer while creating a case is tracked as a "Text Searched" in SearchUnify analytics. So, every session where a case is created will have a "Text searched" stage before creating a case.

Please refer to the below screenshot showing the complete journey:

Of 705 people who visited the case portal, 456 typed a subject to create a case. Further 435 created a case without clicking on any search results and 12 created a case after viewing the search results on the case creation page.