Getting started with self-service - Part 6: Tracking essential self-service metrics

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  • Nabil Kachour

    We went from 6:1 to 1.5:1 because you guys changed the way the self-service score is calculated - could you give me (in the nutshell) the difference (& benefits) between the 'old' and the 'new' calculation? Thanks.

  • Phoebe Venkat

    Hi @... I'm not from the Zendesk team, but here's what I would do. Keep using the previous SSS calc for now perhaps until end of your organization's current FY. Then you can decide to carve time to recalc in new FY instead of switching streams now. The most important thing is to educate stakeholders and provide context around dips, improvements, stalls, etc. They should be less concerned about the actual calculation. Hope this is helpful - either way, let me know what you think. 

  • Giuseppe
    Zendesk Customer Care

    Hi Nabil,

    In addition to Phoebe's answer, I'd also like to note of the calculation for Self-service Score as per this article - Guide reporting tools for measuring self-service

    Self-service score = Total user sessions of your help center(s) / Total users in tickets

    The key difference is whether you want to look at a user or a user session. A single user could have 50 sessions in the help center, and these metrics will be pretty different in how you measure that one user’s success in finding their answers depending which formula you choose.

  • Mike McGuffie

    Is there a way to create a chart to monitor the self-service ratio in Explore?


  • Hiedi Kysther
    Zendesk Customer Care

    Hi Mike McGuffie

    We are working on adding a new Self-Service Reporting feature in Explore, unfortunately - we don't have an ETA yet for when that would be released.

    I suggest following our Announcement page here, to get notified of new features and updates we're launching. 

    I hope this helps! 

  • Clara Baruffati

    Hi there,

    Could you confirm that the formula for the self-service score is the same with Google Analytics 4? I.e. Total number of users and not active users? Thanks! 

  • Stephanie Harrington

    Hey there, 

    We have also been moved onto Google Analytics 4, and i've noticed when calculating our self service score using the 'Users' metric in GA4, we are getting different results when comparing the 'Users' with the previous version, Google Analytics Universal Analytics (UA). 

    I've had a read at Google's help guides and it looks like Previously 'Users' were actually 'total users' in UA, whereas 'Users' in GA4 is 'Active Users', so these would be different?

    Do you have any recommendations or advice on how we should calculate our self service score now?

    Thanks :) 

  • Rebeca


    How can I drill down into the details of tickets created under the Search dashboard?

    I appreciate the guidance :) 

  • David

    Hi Rebeca,

    You should be able to drill down into the details of tickets created under the Search dashboard by following these steps:

    1. In the Explore, click on the Search dashboard.
    2. In the Search dashboard, click on the Tickets tab.
    3. In the Tickets tab, you can see the number of tickets created under the Created column.
    4. To view the details of the tickets created, click on the Created column.
    5. This will open a new window with a list of all the tickets created under the Search dashboard. You can further filter the results by applying additional filters.

      Give that a go and let us know if that helps out.  
  • Rebeca

    Hi David,

    Thanks for your response. However, I'm having issues finding the information you mentioned.

    I have to go to Explore-->Zendesk Guide dashboard-->Search tab-->then I see Searches, searches with no results, Avg click-through rate, and tickets created; but I don't have the option to click on it to get more details.

    Please let me know if there's something I'm doing incorrectly. Thank you!

  • David

    Hi Rebeca

    I think you have to hover your mouse over first.  


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