Having trouble proving whether the content on your community is truly driving your users to be self-sufficient?
Our new self-service dashboard makes it easy for you to report on the adoption of the community as a support channel. Find out whether all the answered questions, conversations about best practices, and knowledge base articles on your community are helping your customers shift from 1-1 support and tickets to 1-many self-sufficiency.
With the self-service dashboard, you can:
Import Zendesk tickets to measure your self-service score to understand the adoption of the community as a help channel for self-service.
Track changes in ticket creation and help content view behaviour over time to compare the rates of change and identify peaks/dips.
Apply filters on a category, content, and user role level to tweak the self-service score according to your own definition of ‘help content’.
Whilst you can view the ‘unique visitors who viewed help content’ without setting anything up, in order to measure your self-service score you’ll need to set up our integration with Zendesk to import ticket data.
Find out how to get started with the self-service dashboard and how to read the metrics with the following articles:
Using another Helpdesk tool and would like to measure your self-service score on inSided? Let us know! Please let us know if you have any additional questions, feedback, or ideas to gain more insights about your community’s value as a self-service channel.
