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MindTouch Success Center

Self-Service Report

Applies to:
MindTouch (current)
Role required:
Admin
Track customers' self-service activity.

Before the data for this report will populate, you will need to contact our Support team to turn it on and integrate tracking code on your support ticketing form.

Access Self-Service report

Navigate to Site tools > Dashboard > Customer Experience Reports > Self-Service.

The Self-Service report is only accessible by users with Admin role, but the report includes export options to download or email the data.

Depending on query size, data may take up to a minute to load. A spinning wheel indicator will appear until each data component loads and the Stop button will change to Run when all components complete loading.

report loading indicator

self-service report

Report components

Export options (gear icon)

  • Download as PDF
  • Download as CSVs
  • Send (email reports immediately)
  • Schedule (email reports on a schedule)

Filters and Run

  • Date
  • Group
  • User Type
  • Run button

Data

Self-Service Overview

Format: Tiles of Total Sessions, Total Tickets Initiated, Total Tickets Submitted, and Percent Self-Service

self-service report overview tiles

Interaction options:

  • Hover over a tile to show and click 3 dots menu for Download Data options
    Customer Experience Reports 3 Dots Download Data

Self-Service Funnel

Format: Funnel chart of Total Sessions, Total Tickets Initiated, and Total Tickets Submitted

Interaction options:

  • Hover over chart to show and click 3 dots menu for Download Data options
    Customer Experience Reports 3 Dots Download Data
  • Hover over any part of the funnel chart to see a details popup of specific value

    self-service funnel chart details

Ticket Submissions

Format: Doughnut chart of Submitted, Not Submitted

Interaction options:

  • Hover over chart to show and click 3 dots menu for Download Data options
    Customer Experience Reports 3 Dots Download Data
  • Hover over any part of the doughnut chart to see a details popup of specific value
    self-service doughnut chart ticket submissions details

Tickets Initiated vs Submitted

Format: Stacked bar chart of Tickets Initiated, Tickets Submitted

Interaction options:

  • Hover over chart to show and click 3 dots menu for Download Data options
    Customer Experience Reports 3 Dots Download Data
  • Hover over any part of the doughnut chart to see a details popup of specific value
    self-service bar chart tickets initiated details

Filter tips

  • Auto-suggest: For Group and User Type filters, click into each filter field with is equal to (default) filter type selected to trigger the auto-suggest options before using other filter types.
  • Filter field entries: Ensure selected filter field entries are accepted with grey background before clicking Run. Filter field entries are case sensitive.

self-service filter with selection

Limitations

  • Data settling period: The data for the most recent previous day should be considered incomplete and will likely increase (usually by less than 1%) the following day
  • The report times out after 1 hour of inactivity - refresh browser to reconnect or see 401 error troubleshooting
  • Report labels are not localized on non-English MindTouch sites
  • The report service, powered by Looker, has weekly maintenance hours when reports may be unavailable
    • Sunday and Wednesday: 4am-6am UTC (9pm-11pm Pacific)

Video:  Self-Service report

Animation of the Self-Service report in action

 

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