We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time. But the data does not seem correct. Can you give us an idea how we can do this?
"compare the average resolution time against tickets that had a link and tickets that did not"
the tickets with KB are appearing to take longer that tickets without. We are not sure why
If you can share how you ran your first analysis (and got inaccurate results), that might help community members figure out what went wrong.
Alternatively, if you're more comfortable working with spreadsheet formulas to analyze this, you could try importing your Tickets data into Google Sheets with a tool like Coefficient. Here's a handy free Zendesk tickets template you could start with - you would just need to add your KB and Time-to-close fields to it: https://coefficient.io/google-sheets-templates/zendesk-tickets-dashboard
any update on this question? We are getting tickets closed with KB are taking longer than tickets without KB. Doesn't seem right.
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