Getting Started
Logging In To Your HelpDocs
Setting the URL Style for your Articles
Understanding Smart 404 Pages
The HelpDocs Trial
Adding or Changing Your Profile Image
Switching Between Multiple Accounts
Understanding Top Articles
Setting Up a Custom Domain
Managing Users
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Stale Articles
Text Editor
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Adding an HTML Block
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Getting Started with Content Blocks
Using Quote Blocks
Moving an Article to a Different Category
Inserting Images into Ordered Lists
Inserting Images
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Unassigned Articles
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What is Readability?
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Front Integration
Slack Integration
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Get Feedback, Activity, and Contact Form Notifications in Slack
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Connecting Google Analytics
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Add HTML Before the Closing Body Tag
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Making Tables Scroll When They're Too Wide for the Page
Using a Background Image in the Header
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Using Different List Styles
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Using HelpDocs with RTL Languages
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How to Add Extra Spacing
Condense Top Article Spacing on Bars V4
Disabling Authorship and Updated Times
How to Change the Logo Link
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Custom HTML Templates
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Setting Article Display Order
Multilingual Translation
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Automatically Translate Articles with Machine Translations
Permissioning
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Assigning Permission Groups to Articles
Getting Started with Permissioning
Authentication
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Data & Analytics
Getting Team Event History with Audit Trail
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What is the Happiness Score?
What are Tickets Avoided?
Understanding Articles Clicked
Lighthouse
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HelpDocs Support Scope
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Guides
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Resources
- Knowledge Base
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- What are Tickets Avoided?
What are Tickets Avoided?
Updated
by Jake Peters
In your HelpDocs dashboard you'll see a value for Tickets Avoided. This shows you how many user queries your HelpDocs have solved without them needing to contact support. The more you avoid the more money you save from your support bill 🤑

How We Calculate Tickets Avoided
Tickets Avoided is a proprietary metric that involves users, article views, and searches. It's an estimation for sure. But it's designed to be as accurate as possible. We're always making little improvements to make sure you're getting the most useful insights.
At a high level you can think of Tickets Avoided as:
Tickets Avoided = User Sessions - Contact Forms
What are User Sessions?
The amount of times individual people have visited your knowledge base for a continuous period of time. If one person visits your knowledge base three times in the same day (regardless of how many articles they view on each visit) that'll count as three sessions.
How is Contact Forms calculated?
Every time someone submits an email contact form or uses one of the contact form integrations you've set up on your account we'll record that as a Contact Form. If someone submits multiple contact forms in a session they'll only count once. We do a lotta work in the background to try and make this as accurate as possible for you.