Measuring success rate of deflecting tickets via customer portal


  • Hope Saldana

    We are definitely wanting to track this information as well. We have bought several other companies and are merging them all into our Zendesk instance. As we create Guides for the different brands, it would be helpful to know if the article titling and content across brands is effectively deflecting tickets from ever being created. Is one brand more successful than others in deflecting tickets? Is there a particular article that is helping people the most when they go to enter a ticket? Are we encouraging users to self-help enough? Answering questions like these will help our clients AND our employees have a better working experience. 

  • Dane
    Zendesk Engineering

    Hi Paulina,

    The answers in the web form is not included in the Guide metrics. I understand how essential this data is for you. This post has been marked as a feedback and brought to the attention of our Product Managers. 

    I'm also hoping other users who have similar needs will share their use case here. Conversations with a high level of engagement ultimately drives the demand for the feature.


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