Explore: Time to Resolution (Support data) for Linked article tickets (Guide data)



  • Romona
    Zendesk Customer Care

    Hi Sarah,

    So far it does not appear possible at this time. The key metrics that would be involved, Resolution Time Metric and the Linked article Tickets metric live on two different datasets and cannot at this time be combined on a report single report. To check out the available metrics for Guide and the different metrics available per product, I recommend that you check out the definitions of each of the metrics here: https://support.zendesk.com/hc/en-us/articles/360022182194-Metrics-and-attributes-for-Zendesk-Guide

    Romona | Technical Support Engineer | San Francisco

     NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

  • Mary Paez

    We created two separate reports and used a pivot table. When we do a comparison of linked article tickets and tickets without linked articles, The average resolution time in our report is higher in tickets without KB.  Did we do something wrong?

    No = tickets without KB

    Yes = tickets with KB

  • Dane
    Zendesk Engineering
    Hi Mary,

    Due to the nature of this concern, I have created a ticket for you. Please wait for my update via email and let's continue from there.

Please sign in to leave a comment.

Powered by Zendesk