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) × 100Computable definition
The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.
sum(field.deflections) / (sum(field.deflections) + metric.ticket_volume)Unit: percent (the formula yields an unscaled ratio)
Data requirements
Grain: Daily aggregate · Frequency: Daily · Aggregation: aggregate (day) · Staged: no · Main source: Help Desk.
| Field | Dataset | Type |
|---|---|---|
created_at | ticket | timestamp |
deflections | kb_article | integer |
period_start | kb_article | date |
ticket_id | ticket | string |
Example SQL (Postgres)
SELECT (CAST((SELECT COALESCE(SUM(deflections), 0) FROM kb_article WHERE period_start >= :period_start AND period_start <= :period_end) AS DOUBLE PRECISION) / NULLIF(((SELECT COALESCE(SUM(deflections), 0) FROM kb_article WHERE period_start >= :period_start AND period_start <= :period_end) + ((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day')))), 0)) AS self_service_rate Access: recommended
sensitivity tier internal,
access scope unscoped.
Guidance your policy engine enforces.
From an agent: with the GASP MCP server, call
lookup_metric({ "name": "Self-Service Rate (Ticket Deflection)" }) or generate_query({ "metric": "Self-Service Rate (Ticket Deflection)", "adapter": "<your adapter JSON>" }).
Benchmarks
- 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 measures Ticket (Entity)
- Self-Service Rate measures Knowledge Article (Entity)