Am I able to track how many end-users use an auto knowledge base answer in our web widget, compared to how many submit tickets?
It is possible to report on the effectiveness of your Knowledge Base by using the native reporting dashboard to track how many articles are viewed using the Web Widget. The native reporting dashboard can be found by clicking the Reporting icon () in the sidebar and then selecting Knowledge Base. Once there, you can filter the results by clicking All channels and choosing Web Widget from the drop down. At this point you can then compare this dashboard alongside how many tickets are opened via Web Widget in Insights to give you some idea of how often end users are viewing articles versus submitting tickets with the Web Widget.
This workaround will not yield perfect results, as end users can view articles and still submit tickets from the Web Widget; however, it may give you an idea of how effective the widget has been in deflecting new tickets. For more information on the native reporting dashboard, see Analyzing Help Center Knowledge and community activity.