How do you track deflected tickets in your community?
Hi all - I wanted to probe this community to ask if anyone had any resources for tracking deflected support tickets in a meaningful way?
Currently, we are tracking the no. of unique visitors to our community vs. the no. of unique users who submitted tickets in ZenDesk during the same period. Since launching our community, these two values show a strong negative correlation (community visits increasing, tickets decreasing, hoorah 😁) which is great news, but I was wondering if anyone has found a meaningful way to estimate the magic "no. of diverted tickets" value? Being able to put a dollar amount to these diverted tickets would send a powerful message within our organization.
Edit: Comparing the no. of tickets submitted before the community vs. the no. of tickets submitted after the community launch also "looks" really great, but this of course leaves a lot of noise within the data (incidents, seasonality, etc.)