Is there a way to track the TTR only for tickets with a linked article? I want to measure if linking articles is driving down TTR over time.
It seems like it's not possible to create queries using both Support and Guide data?
Explore: Time to Resolution (Support data) for Linked article tickets (Guide data)
We created two separate reports and used a pivot table. When we do a comparison of linked article tickets and tickets without linked articles, The average resolution time in our report is higher in tickets without KB. Did we do something wrong?
No = tickets without KB
Yes = tickets with KB
Hi Mary,
Due to the nature of this concern, I have created a ticket for you. Please wait for my update via email and let's continue from there.
Due to the nature of this concern, I have created a ticket for you. Please wait for my update via email and let's continue from there.
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Hi Sarah,
So far it does not appear possible at this time. The key metrics that would be involved, Resolution Time Metric and the Linked article Tickets metric live on two different datasets and cannot at this time be combined on a report single report. To check out the available metrics for Guide and the different metrics available per product, I recommend that you check out the definitions of each of the metrics here: https://support.zendesk.com/hc/en-us/articles/360022182194-Metrics-and-attributes-for-Zendesk-Guide
Romona | Technical Support Engineer | San Francisco
support@zendesk.com
NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com