Search-to-Ticket Ratio

The percentage of help center searches that result in a support ticket submission. Shows how often search fails to resolve issues through self-service. Lower ratios indicate more effective knowledge base content.

Why Search-to-Ticket Ratio Matters

Direct signal of self-service effectiveness. A high ratio means users search, fail to find answers, and escalate to support.

How to Calculate

(Number of tickets created after search / Total help center searches) × 100

In TicketBoard

TicketBoard helps you track search-to-ticket ratio and related metrics from your Zendesk data. Connect your account for instant visibility.