Self service portals: the content plan

This is a self service portals worksheet that sizes the help centre before anyone writes it. Categories times articles per category is the articles to write; articles times minutes over sixty is the hours; articles times the tickets one article answers a month is the tickets covered; and covered over the month's tickets across the categories is the share of tickets the portal can deflect. Every figure is yours: the categories come from your ticket log, the tickets an article answers from counting last month's, and the worksheet publishes no benchmark. Free, on the page, no account; the paid plan keeps every article with what it answered this month.

Articles: categories times articles each

Eight ticket categories at four articles each is 32 articles, which is the portal's first content wave. The categories are the ticket log's, not a template's: a category that produces a ticket a month does not need four articles, and one that produces two hundred may need eight. The worksheet takes the average and returns the count.

Hours: the writing, sized honestly

32 articles at 90 minutes each is 48 hours, a working week and a bit for one person or two days for three. The minutes per article are yours; an article that needs screenshots and a review takes longer than one that answers a billing question in two paragraphs, and the average is what the worksheet asks for.

Coverage: the tickets the articles will answer

32 articles at 30 tickets a month each is 960 tickets covered of 1,200 across the eight categories, 80% on the worked example. That figure is the deflection share the savings worksheet needs, read from the content plan rather than assumed; the paid plan then measures it per article, per month.