What percentage of users who visited a knowledge base article in the last 30 days did NOT open a support ticket within 24 hours?
Measures self-serve support effectiveness by tracking whether knowledge base content reduces ticket creation.
Metrics & KPIs
Required Data
Data Sources
Works with tools like
How Bruin answers this
Bruin AI Data Analyst
What percentage of users who visited a knowledge base article in the last 30 days did NOT open a support ticket within 24 hours?
Bruin connects to your Support Platform, Product Analytics and runs the analysis automatically.
It tracks Deflection rate, KB article effectiveness, ticket avoidance count and delivers the answer in seconds, in Slack, Discord, Teams, Google Chat, WhatsApp, Telegram, email, or your browser.
Related use cases
Billing SLA Breaches
How many support tickets tagged 'billing' have resolution times above our 4-hour SLA this month?
Support & ExperienceCSAT Below Target by Agent
Which support agents have a CSAT score below 85% on more than 20 resolved tickets this month?
Support & ExperienceFirst Response Time by Priority
Are we meeting our 15-minute first response SLA for P1 tickets and 1-hour SLA for P2 tickets this week?
Bruin for SaaS
Use cases across every team in your SaaS company, from churn & retention to revenue operations, product analytics to engineering. One AI that speaks your data.
Get this answer in seconds
Connect your data, ask the question, get the answer. No SQL needed.