What is Ratio of Views vs Tickets Submitted?
Monitoring the ratio of help center views to submitted tickets helps you to see how well your customers are able to self-serve and how many inbound tickets you are able to deflect.
How to calculate Ratio of Views vs Tickets Submitted:
total (#) of help center pageviews / total (#) of tickets submitted = Ratio of Views vs Tickets Submitted
Pros:
You want the number of views to be relatively high (compared to the number of submitted tickets or calls), because you want to have more people self-serving than talking to your agents. This metric shows that customers are prioritizing your self-service solutions for help instead of using another channel to contact your support team.
Cons:
If you have recently launched a new feature, it may be possible that the number of submitted tickets will increase. If the number of submitted tickets continues to increase, you may consider adding a new article about the feature on your help center, so that users can self-serve.
