Suggested Article Acceptance Rate

Suggested Article Acceptance Rate tracks how often agents or customers select and use knowledge base articles when your system recommends them. This metric measures the relevance and usefulness of your article suggestion engine, whether powered by keyword matching or AI. High acceptance means your suggestions hit the mark.

Why Suggested Article Acceptance Rate Matters

Shows whether your knowledge base suggestions actually help or just create noise. Low acceptance rates mean your suggestion logic is off or your articles don’t match real customer needs.

How to Calculate

(Suggested articles accepted or used / Total articles suggested) × 100

In TicketBoard

TicketBoard helps you track suggested article acceptance rate and related metrics from your Zendesk data. Connect your account for instant visibility.