Explore recipe: Count of tickets solved by linked articles by month

What's my plan?

This Explore report enables you to report on the number of tickets solved by articles linked to the ticket using Knowledge in the context panel in Agent Workspace or 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
• Knowledge in the context panel in Agent Workspace must be available, or 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.

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Guide > Guide - Knowledge Capture, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Knowledge Capture tickets > Resolution article tickets,  then click Apply.
6. In the Rows panel, click Add.
7. From the list of attributes, choose Time - Ticket solved > Ticket solved - Month, then click Apply.
   The current report setup will match the following screenshot:
8. By default, Explore chose a column chart to best display the data. To change this, click the Visualization type () icon.
9. The report was by default named New report. Click the New report text and replace it with a title of your own.
10. Finally, click Save.