How to track Knowledge Articles associated with Ticket in Support or other platform (e.g. JIRA)

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  • Elissa
    Zendesk Community Team

    Hello Ryan Boyer,

    There are a couple ways to track the creation of articles and what ticket they are associated with. The first is directly in the ticket. If you open the Support ticket (that is connected to your JIRA issue) and switch to the Events view, you can see the article creation in the updates of the ticket directly.

    The other option would be if you're looking for more of a reporting solution. In Explore there is a "Knowledge Capture" dataset that includes information on articles created and the associated ticket ID they were created from. You can see more detail on what metrics and attributes are available in that dataset in this article: Metrics and attributes for Zendesk Guide. Here's an idea of a report you might create (sorry my test account has only one article example, but hopefully this gives an idea of what you could create):

    I hope that helps!

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  • Ryan Boyer

    Thanks for this information, Elissa! I really appreciate it.

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