Tracking Self-Service Metrics - Frequently asked questions
Frequently asked questions
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…
What metrics should I track with Google Analytics for my Zendesk help center?
Tracking the right metrics with Google Analytics can provide valuable insights into how your help center is performing. Key metrics include Users, Avg. Session Duration, % New Sessions, and Bounce Rate. Users help you understand which pages are…
How can I connect Google Analytics to my Zendesk help center?
Connecting Google Analytics to your Zendesk help center allows you to track detailed metrics about user engagement and traffic. To do this, you'll need to set up a Google Analytics account and follow the steps to integrate it with your Zendesk…
What is the purpose of the help center activity dashboards in Zendesk Explore?
The help center activity dashboards in Zendesk Explore provide insights into how your knowledge base, search, and community are performing. These dashboards track metrics like article views, votes, comments, and search activity. By analyzing this…
How can I analyze search activity in my Zendesk help center?
Analyzing search activity in your Zendesk help center helps you identify content gaps and improve user experience. The search activity dashboard in Zendesk Explore tracks metrics like total searches, searches with no results, and searches with no…
What is the role of autoreplies activity in Zendesk self-service?
Autoreplies activity in Zendesk self-service helps you track how effectively your articles are resolving support issues without agent intervention. By monitoring which articles are clicked and how many issues are resolved, you can assess the…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
