Search No-Result Rate
Also known as: Searches With No Results, Zero-Result Search Rate, No Result Rate
Search No-Result Rate is the share of help center searches that returned zero articles. In Zendesk Explore it comes from the Guide Search dataset, where Searches with no results counts search events with a result count of zero and % No result rate divides that by total searches.
Why Search No-Result Rate Matters
A zero-result search is a customer telling you, in their own words, what your knowledge base does not cover. Unlike page views or article counts, it is a direct measure of unmet demand — and each one is a likely ticket. It is also the only self-service metric that names the missing content instead of just showing that self-service underperformed.
How to Calculate
Searches with no results / Total searches × 100
Read it beside searches with no clicks. Zero results means the content is missing; results with no clicks usually means the content exists but the title or wording does not match how customers search.
In TicketBoard
TicketBoard helps you track self-service demand and related help center metrics from your Zendesk data. Connect your account for instant visibility.