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Self Service Ratio Report

  • July 28, 2025
  • 3 replies
  • 143 views
M
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Hey friends! Has anyone created a report to track your self service ratio? If so, would you share how?

Also, is anyone exporting info via API to calculate things like views per article? 

Best, 
Malachi

Best answer by Aleksei O

Hi ​@Malachi Hopoate ! I’ve done reporting for self-serve support in my workspace, rather simply: I’ve compared the number of conversations handled by live support with the number of conversations, where user did request support but ended up getting a solution via Fin or by escalating the case to a support ticket. This ratio gave me a much clearer overview of self-serve metrics than Intercom's own reports. 

C
Nur Nahid

3 replies

Emilygav
Intercom Team
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  • EmilygavIntercom Team
  • Intercom Team
  • August 1, 2025

Hey ​@Malachi Hopoate, Emily here from Support Engineering at Intercom 👋🏼

 

Intercom provides options to create your own reports using their API, including exporting data for custom metrics like self-service ratio or article views. You can use the Data Export API to view all messages sent and viewed in a given timeframe, and export tickets for further analysis. There are also options to set up webhooks for reporting, though not specifically for articles. You can find more details and links to relevant APIs in the reporting documentation and data export API resources.

 

However, Intercom’s public API does not expose article analytics (like view counts or breakdowns by language) directly. You can filter article reports by language and download data, but this isn’t available via API yet. Views shown in article statistics are the total for all published languages combined, and you cannot filter by a specific period or see changes between versions via API. 

 

Hopefully this helps shed some insight! 💪🏼

M
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Thank you, ​@Emilygav! Do you believe there are other endpoints/webhooks on the roadmap horizon? 

Aleksei O
Innovator ✨
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  • Aleksei O
  • Innovator ✨
  • Answer
  • August 4, 2025

Hi ​@Malachi Hopoate ! I’ve done reporting for self-serve support in my workspace, rather simply: I’ve compared the number of conversations handled by live support with the number of conversations, where user did request support but ended up getting a solution via Fin or by escalating the case to a support ticket. This ratio gave me a much clearer overview of self-serve metrics than Intercom's own reports. 

M
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