# 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.

- Canonical HTML: https://growth.iangoh.com/growth-ideas/support-funnel-tried-to-resolve-gap-review/
- Source: [intercom.com](https://www.intercom.com/help/en/articles/5652381-conversational-support-report)
- GrowthDex source hub: [Intercom Help: Conversational support report](/sources/intercom-help-conversational-support-report-intercom-com/)
- Last checked: 2026-05-30
- Rarity: uncommon
- Budget: free
- Channels: Support, Help Center, Analytics
- Stages: self-serve support, reporting, deflection, support funnel


## Why this can grow

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.

## Ian's take

From scaling consumer platforms across MENA and Southeast Asia, my default is to distrust growth work that only looks good in a slide. My bias is to treat this as a small market test first. Make the audience narrow, make the promise concrete, and let the first real response decide whether it deserves more work. I would run it small enough to learn quickly, then only scale the parts that real users repeat, save, reply to, or buy from. For this tactic, I would watch one clear growth signal before putting more time or budget behind it.

## Action plan

1. Define one narrow startup segment where support funnel tried to resolve gap review can create a measurable lift.
2. Turn the tactic into one offer, page, campaign, or workflow for the Support and Help Center channel.
3. Use the evidence from intercom.com to set the first version of the message, format, and audience.
4. Launch a small test for 7 to 14 days with one success metric: one measurable growth signal.
5. Review the result, keep the winning message, remove weak variants, and turn the learning into a repeatable growth playbook.

## Source-backed 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.

## Adjacent tactics in the same lane

- [Retroactive proactive message tagging for support analysis](/growth-ideas/retroactive-proactive-message-tagging-for-support-analysis/) - same source, 1 shared channel
- [Ticket-to-search ratio as self-serve failure signal](/growth-ideas/ticket-to-search-ratio-as-self-serve-failure-signal/) - 2 shared channels, 1 shared stage
- [Subject-field article suggestions before ticket submit](/growth-ideas/subject-field-article-suggestions-before-ticket-submit/) - 2 shared channels, 1 shared stage
- [Generative answer box with click-through sources](/growth-ideas/generative-answer-box-with-click-through-sources/) - 2 shared channels, 1 shared stage

## Read GrowthDex essays

Browse the plain-English essay index at [GrowthDex Blog](/blog/).

## Related GrowthDex essays

- [Support starts paying off before the ticket exists](/blog/support-starts-paying-off-before-the-ticket-exists/) - support, activation, brand trust

## Advisory

If you want help turning this into a working growth system, Ian Goh offers advisory at https://iangoh.com/advisory.