Best practices: Measuring and optimizing your self-service channels

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  • Federico Olmus

    Hey guys!

    I'd like to know how to create a dashboard to compare page views to tickets created, as you guys suggest.

    Thanks in advance,



  • Keith @ Zendesk

    Hey Federico,

    If what you mean by page views is maybe Google Analytics and tracking those pages views within your Zendesk reporting, that isn't a feature that is currently available within Zendesk.  You'd want to contact GoodData directly to see if they would be able to assist you with creating something.

    Let us know if you have any other questions or requests.

    It is a pretty fantastic idea though.  Feel free to add this in our Feedback Forum:

  • Emily Riccardi


    "Zendesk offers a few tools for doing this, including advanced stemming and implicit phrase queries. You can read more about how to use those features here ."

    ^ this link doesn't work. Is this no longer a feature?

  • Nicole Saunders
    Zendesk Community Team

    Hey Emily - 

    Thanks for pointing out the broken link! I've asked the documentation team to check and update it. 

    In the meantime, I'm trying to find an answer to your question. I believe those features are still available, but it doesn't seem like we have any additional documentation on it. I'll keep looking though, so hang tight and we'll get back to you as soon as we can. 

  • Nicole Saunders
    Zendesk Community Team

    Hey Emily - The article has now been updated and the link should be working. Let us know if you have any additional questions!


  • Shannon Lewis

    Hi Nicole,

    The ratio of 6:1 seems really low.  When you say page views, you mean for all self-serve channels in our case it our help center and our community.  If that's true we are at a ratio of 37:1 for the last 30 days.  This would mean that our self-serve is working great!  I'm not sure that's the case.  Can you elaborate on the data behind the 6:1 ratio?

    Also, for the "view's" number for Knowledge base is Zendesk only reporting on external help center articles or does that include internal Help center articles as well.  



  • Mateus Lima

    Hi, guys


    Is this article updated, please? I mean, does the ratio of 35:1 is still good?



  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Mateus,

    This article was written a few years back. Our self-service ratio has changed since then.

    This blog post discusses the latest benchmark for the self-service ratio across different types of Help Center, different types of businesses, and different industries. Take a look at the section called "It pays to be agile and comprehensive."


    I'll update this article to include a link to that blog post as well so that everyone can find the latest benchmark.


  • Oksana Shvets


    The link provided seems to be broken again:

    Is there any new content on this topic?


  • Brett Bowser
    Zendesk Community Team

    Hi Oskana,

    You'll want to take a look at the following article for search optimization: About search engine optimization (SEO) in Help Center

    Let me know if you run into any issues accessing that article :)


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