View Most Linked Articles in Zendesk Tickets
How can I view the most commonly linked articles in Zendesk tickets?
You can view the most commonly linked articles in Zendesk tickets by creating a report in Zendesk Explore. This report helps you identify which knowledge base articles are frequently referenced by your agents.
To create this report, you'll need Zendesk Explore Professional or Enterprise, and either Editor or Admin permissions. Start by clicking the reports icon in Explore, then select 'New report'. Choose the dataset 'Guide > Guide - Knowledge Capture' and start the report. Add the metric 'Knowledge Capture tickets > Linked article tickets' and the attributes 'Article translation title' and 'Article ID'. Finally, sort the results by value descending to see the most-referenced articles. For more details, check theoriginal link.
More related questions
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need either Editor or Admin permissions. These permissions allow you to access and utilize the reporting features within Zendesk Explore. Having the right permissions ensures you can effectively create and…
Will unpublished articles be counted in Zendesk Explore reports?
Unpublished articles will not be counted in Zendesk Explore reports. Only links to published articles in your Help Center are included in the reports. If you add a link to an unpublished article, it won't be captured in the Explore metrics. This…
Do links copied from other articles count in Zendesk Explore reports?
Links copied from other articles do not count in Zendesk Explore reports. For a link to be counted, it must be referenced directly from the Knowledge in the context panel in Agent Workspace or the Guide Knowledge Capture app. This means that simply…
Are links added in Macros counted in Zendesk Explore reports?
Links added in Macros are not counted in Zendesk Explore reports. For a link to be included in the report, it must be referenced through the Knowledge in the context panel in Agent Workspace or the Guide Knowledge Capture app. This ensures that…
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