What are Tickets Avoided?
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
This is a proprietary metric that involves users, article views, and searches. It's designed to be as accurate as possible, and we're always making little improvements to make sure you're getting the most useful insights.
If you've got an integration connected up to your contact button, we'll include these in our calculations too.
In short, here's how we calculate the metric:
Tickets Avoided = User Sessions - Contact Forms
We’re calculating contact forms by deduplicating contact form submissions and sessions. Sessions only include actual people that visit articles and categories.
There’s much more going on in the background to avoid counting the same person twice.