Can I join Knowledge base and Tickets datasets? | Community
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Can I join Knowledge base and Tickets datasets?

  • October 9, 2023
  • 1 reply
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Joao19

In my team, we have an SSR (Self Service Rate) indicator that stands for articles' views over open tickets. However, I haven't found a way to calculate this directly from Zendesk Explorer.

For example, in September the sum of articles' views was 1,000,000 (data from the Knowledge base dataset) and the number of tickets was 200,000 (data from the Tickets dataset), my SSR is 5. How can I join these data from different datasets?

      1 reply

      C

      Hi @joao19,

      It is not possible to include information from multiple datasets in the same report. As a workaround,  create separate reports and then include them on the same dashboard. For more information, see this article: Creating dashboards.

      Another option is Explore data exporter which is in open beta. You can sign up for the beta here. The exported data is made available as CSV files that you can download and integrate with third-party tools of your choice. Exporting data this way allows you to easily combine Zendesk data with other data sources, giving you a fuller picture of your business operations.

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