Track Agent KB Article Attachments in Zendesk
Is it possible to track how often agents attach KB articles to tickets?
Yes, you can track how often agents attach KB articles to tickets in Zendesk. This can be done by creating a specific report.
To do this, focus on the metrics related to article attachments rather than ticket resolutions. You might need to adjust your report settings to capture the frequency of article attachments by agents. This will help you understand how often agents are utilizing the knowledge base in their ticket responses.
More related questions
How can I create a report to count tickets solved by linked articles in Zendesk?
Creating a report to count tickets solved by linked articles in Zendesk is straightforward. You can do this using Zendesk Explore by following a few simple steps. First, ensure you have the necessary permissions and tools, such as Zendesk Explore…
What do I need to create a report on tickets solved by linked articles?
To create a report on tickets solved by linked articles, you'll need a few things in place. The process is simple and requires some basic tools and permissions. You'll need Zendesk Explore Professional or Enterprise, and either the Knowledge in the…
How can I troubleshoot if my Zendesk report shows unexpected results?
If your Zendesk report isn't showing the expected results, there are a few things you can check. This might help you identify and resolve the issue. First, ensure that the 'End-users can solve tickets after viewing linked articles' setting is…
Can I see which tickets were solved using linked articles in Zendesk?
Yes, you can see which tickets were solved using linked articles in Zendesk. This can be done by slicing the data in your report. To achieve this, add the 'Ticket ID' attribute under Rows or Columns in your report. You can also include 'Article…
How can I exclude internal tickets from my Zendesk report?
Excluding internal tickets from your Zendesk report requires a specific approach. This is important for accurate reporting based on your company's policies. While the help doc doesn't provide a direct method, you can try filtering your data by…
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