This Explore report 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 in the context panel in Agent Workspace, or the Knowledge Capture App data in Zendesk Support
Creating the report
-
In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Guide > Guide - Knowledge Capture, then click Start report. The report 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 report 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 report is now complete. See the screenshot below as an example of the most-referenced knowledge base articles in your tickets.
2 Comments
We have a lot of articles already built but we're looking to grow our ability to deflect with smaller and more direct articles. We don't want agents creating and then publishing the article without it going through a review first. If they create the article and copy the unpublished link, will Explore capture that as a linked article?
When you add a link to an article that isn't published in your Help Center, then that event/article link won't be counted in Explore reports. Link events are only counted for published articles.
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