This Explore query enables you to report on the number of tickets solved by articles linked to the ticket using the Knowledge Capture app.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
- Zendesk Guide Professional, or Enterprise
- The Zendesk Knowledge Capture app must be installed. Additionally, the app must have collected some data by using it for a while. See Installing the Knowledge Capture app.
How to create the report in Explore
Use the following steps to create this report in Explore.
-
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 > Resolution article tickets, then click Apply.
- In the Rows panel, click Add.
-
From the list of attributes, choose Time - Ticket solved > Ticket solved - Month, then click Apply.
The current query setup will match the following screenshot:
-
By default, Explore chose a column chart to best display the data. To change this, click the Visualization type (
) icon.
- The query was, by default named New query. Click the New query text and replace it with a title of your own.
- Finally, click Save.
9 Comments
I wanted to try this query but when I choose to create a new query and then the Guide dataset type I can only create a new query for "Answer Bot". If I select "Knowledge Capture" I do not get the option to choose a dataset.
Hello MineralTree | Support,
You might need to enable the app in the sidebar location since this is not going to be enabled by default. Once done, you should be able to create your desired query. Let us know if this solves your issue, and please reach out if you require further troubleshooting.
Best regards.
Hi Devan,
I'm not sure what you mean by enabling the app in the sidebar location.
Hey MineralTree | Support -
Is the Knowledge Capture app enabled in your instance? I think Devan wanted to make sure you are utilizing the app first. You can check under Admin -> Manage:
and
And then enable the app here:
Hope that helps!
Confirming that is what Devan was asking. Thanks for jumping in, Melissa!
Hello MineralTree | Support,
Yes, Melissa Norton is correct that I meant you needed to be utilizing the app first. :D
Sorry if I was unclear, this article should explain how to install the Knowlege Capture App.
Best regards.
Tried to do this report, and this is the result:
Hey Mary,
There might be a few different reasons why you're not seeing the expected results. I would recommend to check some of the following things below to ensure the Knowledge Capture app is set up correctly to record the event when an end-user solves a ticket from a linked article.
The "Resolution article tickets" metric currently relies on the "End-users can solve tickets after viewing linked articles" setting within the app to be enabled. When this setting is enabled; if an end-user clicks on the link inserted by the app the user will be prompted with an option to solve the ticket if it helped to address their problem. When the user solves the ticket the event is then recorded on the ticket and the ticket is automatically solved.
I would also recommend checking and validating your tickets manually as well to ensure the setting is working as intended by checking the history of some example tickets to confirm it was solved by the end-user using the linked article. You should see an update on the ticket by a user named "Rapid Resolve" and it will include an internal note stating "User found a solution in the following article and marked the ticket as Solved".
Hope that helps further towards clarify the results you've observed!
Hi,
Are we able to see WHICH tickets were solved using linked articles?
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