Explore recipe: Viewing the articles most commonly linked using the Knowledge Capture app in tickets

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
• Editor or Admin permissions (see Giving agents access to Explore)
• Knowledge Capture App data in Zendesk Support

Creating the query

1. In Explore, click the query () icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Guide > Knowledge Capture >  Guide: Knowledge Capture, then click New query. Query builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Knowledge Capture tickets > Linked article tickets, then click Apply.
6. In the Rows panel, click Add.
7. From the list of attributes, choose Article > Article translation title and Article > Article ID, then click Apply.
8. The current query setup will match the following screenshot:
   
   
9. From the Result manipulation menu (), click Sort.
10. 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.