Self-Service Rate (Ticket Deflection)
Self-Service Rate (Ticket Deflection): Percentage of support needs resolved through self-service.
Formula
Self-Service Rate = Self-service resolutions / (Self-service + Tickets) × 100Benchmarks
- Below 20%: Low self-service adoption
- 20-40%: Moderate
- 40-60%: Good
- Above 60%: Excellent
What It Tells You
Documentation and tooling effectiveness.
Related Metrics
Connected in the GASP relationship graph.
Upstream: what drives this
- Ticket Volume component of Self-Service Rate (Support)
Downstream: what this drives
- Self-Service Rate reduces Ticket Volume (Support)
- Self-Service Rate measures Ticket (Entity)