Tracking Pinned Articles in Zendesk
Can I track pinned articles in Zendesk?
Currently, pinned articles are not tracked in the 'Linked article tickets' metric in Zendesk.
This metric only counts values for Created, Flagged, and Linked articles. If tracking pinned articles is important for your workflow, consider using the agent engagement rate as a measure or suggest this feature in Zendesk's feedback forum.
More related questions
How can I add links to content in Zendesk tickets?
You can easily add links to content in Zendesk tickets to provide useful information. To do this, click the Knowledge icon in the sidebar of a ticket to open the knowledge section. Find the content you want to link to, hover over it, and click…
How do I quote an article or post in a Zendesk ticket?
Quoting an article or post in a Zendesk ticket is a straightforward process. First, click the Knowledge icon in the sidebar of a ticket to open the knowledge section. Find the article you want to quote and click it to preview. Hover over the…
What is the process for pinning content to a Zendesk ticket?
Pinning content to a Zendesk ticket helps agents access important information quickly. To pin content, click the Knowledge icon in the sidebar of a ticket to open the knowledge section. Hover over the content you want to pin and select the pin icon…
Can I unpin content from a Zendesk ticket?
Yes, you can unpin content from a Zendesk ticket if it's no longer needed. To unpin content, click the Knowledge icon in the sidebar of a ticket to open the knowledge section. Hover over the content you want to unpin and select the solid green pin…
Is it possible to disable the pin feature in Zendesk?
Currently, there's no option to disable the pin feature at the agent level in Zendesk. The only way to turn off the pin feature is by disabling the agent workspace at the account level. If you find the pin feature cumbersome, consider posting a…
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