Articles12
320
published + draft
Deflection2.4pp
40%
self-serve rate
No-hit rate1.1pp
8.6%
71 open queries
Tickets avoided9%
29K
$689K saved
30d views6.4%
918K
public HC
Helpful1.8pp
81%
yes ÷ votes
Article views vs ticket contacts
Northline Help Center · weekly
ViewsContacts
W3 Billing FAQ refreshW6 SSO article packW9 No-hit sprintW11 ROI model v2
Articles by status
320 total
229
Published
28
In review
45
Draft
18
Archived
Highest ROI articles
Deflection ROI queue
| Article | Score | Save |
|---|---|---|
| How to update billing | 99 | $7.5K |
| Reset your password | 99 | $6.4K |
| Connect Slack workspace | 99 | $3.4K |
| Refund policy for annual plans | 99 | $4.8K |
| Set up SSO with your IdP | 99 | $3.7K |
| Invite teammates and assign roles | 99 | $3.0K |
| API authentication and keys | 99 | $2.4K |
Top deflectors
by tickets avoided · 30d
| Article | Category | Avoided | Rate | Views | Author |
|---|---|---|---|---|---|
| Set up expense codes | Webhooks | 676 | 42% | 15K | Unassigned |
| Secure catalog feed | Enterprise admin | 619 | 55% | 14K | Diego |
| Export field service | Training | 618 | 45% | 11K | Priya |
| Secure mobile offline | Accessibility | 579 | 55% | 10.0K | Diego |
| Downgrade embed widget | Search | 553 | 46% | 14K | Unassigned |
| Troubleshoot mobile offline | Account admin | 486 | 39% | 12K | Lea |
| Troubleshoot language packs | Automation | 482 | 51% | 8.0K | Unassigned |
| Downgrade notification prefs | Training | 470 | 59% | 8.5K | Lea |
Help center health
deflection 41% → 50%
40%
deflect
Articles320
Categories36
Open no-hits71
30d savings$689K
Root-caused alerts
symptom → cause → fix
Do this next
impact ÷ effort × confidence
- 54Assign unowned published articles16 published lack owners
- 42Write: Manage audit exportHighest opportunity no-hit query
- 31Index high-traffic unindexed articlesSEO → more self-serve before contact
- 23Improve top under-deflectorHow to update billing