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

What's my plan?

Suite

Professional, Enterprise, or Enterprise Plus

Support with

Explore Professional or Enterprise

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

Creating the report

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 > 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 report 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 report is now complete. See the screenshot below as an example of the most-referenced knowledge base articles in your tickets.