Support funnel Tried to Resolve gap review
Review the gap between 'Tried to Resolve' and 'Resolved' every week so self-serve content is judged by whether it actually prevents the human handoff.
Why this can grow a startup
A help center can look busy and still be failing. The useful question is not whether people searched or opened an article. It is whether they stayed out of the queue after trying. Intercom's Conversational Support report makes that visible by splitting people who attempted self-serve from those who actually resolved inside the same 24-hour support session. That gives support, product, and content teams a cleaner place to work than raw article views or ticket totals.
Company example
Intercom's report separates customers who 'Tried to Resolve' with self-serve support from those who were actually 'Resolved' within the 24-hour session and shows when the same session still needed human support.
Source and metric
Source: Intercom Help: Conversational support report
Intercom defines a support session as a 24-hour period and counts self-serve resolution when the customer does not start a conversation within that session.
Source discovered: May 30, 2026
When to use it
Use this when Support, Help Center, Analytics is relevant to self-serve support, reporting, deflection and you can run a bounded test with a free budget.
When not to use it
Do not use it as a substitute for customer evidence, a clear owner, or a measurable stop condition. Local platform rules and market behavior still need checking.
Founder checklist
- Read Intercom Help: Conversational support report and identify what is directly supported.
- Choose one channel context: Support, Help Center, Analytics.
- Define the test around Intercom defines a support session as a 24-hour period and counts self-serve resolution when the customer does not start a conversation within that session..
- Set an owner, evidence window, and stop condition before launch.
Explore the context
Apply this with an operator
Choose product surfaces that compound distribution without hiding weak activation or retention.