How to compare avg resolution time of tickets with and without KB?

2 Comentarios

  • Frank Ferris

    If you can share how you ran your first analysis (and got inaccurate results), that might help community members figure out what went wrong.

    Alternatively, if you're more comfortable working with spreadsheet formulas to analyze this, you could try importing your Tickets data into Google Sheets with a tool like Coefficient. Here's a handy free Zendesk tickets template you could start with - you would just need to add your KB and Time-to-close fields to it:

  • Mary Paez

    any update on this question?  We are getting tickets closed with KB are taking longer than tickets without KB. Doesn't seem right.  



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