Calculating Self-Service Score in Zendesk
How do I calculate my self-service score in Zendesk?
Your self-service score is a key metric to understand how effectively your help center is deflecting support tickets. To calculate it, you divide the total user sessions of your help center by the total number of users who have submitted tickets in the same period. This gives you a ratio, such as 4:1, indicating that for every four users who try to solve their issues via self-service, one submits a support request.
To get started, set up a Google Analytics account and connect it to your Zendesk Guide. Once you have a few months of data, take a snapshot of a 30-day period to calculate the score. This metric helps you track the success of your self-service efforts over time. For more details, check out the originalZendesk article.
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