Is this template free?
Yes. Download the whole pack as Word documents and CSV sheets, no signup and no credit card. Edit with AI is a separate, optional path for anyone who wants the agent to join your own logs and check them against the confirmation rule. Nothing happens until you send it something to join.
What counts as a confirmed ticket deflection?
A shipped page's topic only counts once its tagged ticket volume falls 30 percent or more against the 30 days before shipping, with forum mentions of that same topic rising no more than 10 percent over the same window. On the worked example, that check passed for 14 of the 22 pages shipped this quarter, not all 22.
What if we don't have a community forum or any usage data yet?
Build the Search Failure Register and the Page Performance sheet from your analytics and search logs alone, and leave the Support Deflection Analysis unbuilt rather than guessing at an outcome. Add the ticket and forum exports the moment you have a real window of data to check against, not before.
Isn't a ticket-volume drop after a page ships already good enough evidence?
Not on its own. A drop can mean the page worked, or it can mean the searcher gave up and asked in a community forum, a Slack channel, or a colleague instead of filing a ticket at all. The forum-mention check is what tells those two apart before either one gets credited.
Does this check whether an existing page's content is accurate, not just whether it worked?
No, that is a separate question with a separate fix. This pack checks a shipped page's ticket outcome against the confirmation rule; checking an already-published page's claims against your product's current behavior is the documentation audit.
What format are the downloaded files?
Two Word documents and three CSV sheets, zipped. The documents open in Word, Pages and Google Docs; the sheets open in Excel, Numbers and Sheets. Add a PDF query string to the download if you want to circulate the narrative rather than fill it in yourself.
Does this work the same way for a tutorial or an internal runbook, not just a reference page?
Yes. The join only needs a ticket tagged to a topic and a second signal for that same topic, so it applies to a tutorial the same way it applies to a reference page or an internal wiki entry. What differs is the source of that second signal: a public community forum for customer-facing docs, an internal channel for an internal wiki.
Documentation Effectiveness Report Template