Self-Service Deflection Audit: Which Tickets Could Have Been Answered by an Article?
Find topics where better content would reduce tickets.
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Audit a month of support tickets for self-service potential. A list of ticket subjects with category and resolution: [TICKET_LIST]. Existing help articles: [ARTICLE_LIST]. Tag each ticket as answerable by an existing article, answerable by a new article, needs an agent (account-specific or exceptional), or product bug. Count the tickets in each group and show percentages with the arithmetic. For the answerable groups, list the top ten topics by volume, the article that should answer them or the new article title and outline, and where to link it (checkout page, error message, confirmation email). Estimate the time that would be saved using an average handling time I provide [AVG_HANDLING_MINUTES] and clearly label it as an estimate. Suggest how to measure success after publishing. Do not promise a deflection rate. Use only my data. Add a worked classification of 100 invented tickets: 24 answerable by an existing article, 31 by a new article, 38 need an agent, 7 bugs, with the time estimate (31 tickets at 6 minutes is 186 minutes a month) labelled as an estimate and a priority list of the five most common topics.
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