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Ted Cox is a Linux nerd, a cyclist, and LexBlog's Technical Writer. He enjoys burritos and writing bios in the third person.

One measurement of how well we’re helping customers answer their questions is tracking our self-service score. It’s a simple ratio of users in our Support Center versus the number of users in support tickets. For example, a self-service score of 3:1 means that for every three people engaging with our documentation, one opens a

As Jared wrote earlier, we employ several tools to make support documentation easily available to our users. In addition to those tools making our software easier to use, the content and structure of each article should help users quickly complete a task or understand a concept. How a piece of text contributes to a