Measuring success rate of deflecting tickets via customer portal
In Help Center, when customers create a new ticket, they will get knowledge article suggestions based on the ticket subject. If the customer decides to use a knowledge article instead of submitting the ticket (in other words, they abandon the submission form and never click submit), we consider that ticket deflected.
How do we measure this in Explore?
Can you share how you measure the success of your knowledge base? We understand the basics of views/tickets or self-service score = Total users of your help center(s) / Total users in tickets but we are looking for more substantial evidence of actually deflecting tickets.
-
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.
-
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.
Please sign in to leave a comment.
2 Comments