This Explore query enables you to report on the Knowledge Base articles that are being referenced the most by your agents in tickets.
What you'll need
Skill level: Beginner
Time required: 10 mins
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Knowledge Capture App data in Zendesk Support
Creating the query
-
In Explore, click the query (
) icon.
- In the Queries library, click New query.
- On the Choose a dataset page, click Guide > Knowledge Capture > Guide: Knowledge Capture, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Knowledge Capture tickets > Linked article tickets, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Article > Article translation title and Article > Article ID, then click Apply.
-
The current query setup will match the following screenshot:
-
From the Result manipulation menu (
), click Sort.
- On the Sorts page, choose Value descending. This will order the articles by the total number of times they were referenced in a ticket.
The query is now complete. See the screenshot below as an example of the most-referenced Knowledge Base articles in your tickets.
4 Comments
Is it possible to create a report that shows what articles are being viewed by our agents? We use our current Knowledge Base for agents to review the processes and they are not currently linked to tickets.
Hello Ann Chung,
I understand that you're looking for ways to pull article views per agent. At this stage, reporting on this is relatively limited.
The dataset for Guide articles is still being worked on by the Explore team. They hope to have this data ready for use for customers as soon as they can, but for now the only way is Google Analytics. You may be able to get some valuable data using Google analytics. More information about this here Enabling Google Analytics for your Help Center
Hope this helps! :)
Hi,
are there any news here?
I would like to see what articles an end user (or agent) has already read.
Hey Stefan,
We currently have an Early Access Program for Knowledge Base Reporting in Explore that you can sign up for. This should help get you some of the information you're looking for.
I hope this helps!
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