How to report the ticket deflections using Rapid Resolve?



  • Eric Gao
    Zendesk Customer Care

    Hi Mary,

    The best way to report on Rapid Resolves is to use the Knowledge Capture dataset in Explore. You could use a similar configuration as the following:

    Metrics = "Knowledge Capture tickets"
    Rows = "Ticket ID"
    Filters = "Knowledge Capture type" with only "Solved" selected

    This will show you every ticket where Rapid Resolve has been used. You could also remove Ticket ID from Rows to see the total amount of tickets as well.

    Warm Regards,

    Eric G. Gao | Technical Support Architect | Zendesk

  • Mary Paez

    Thank you, Eric.  



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