Question

Explore: Time to Resolution (Support data) for Linked article tickets (Guide data)

Forum|Forum|5 years ago
April 12, 2021
3 replies
39 views

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?

R

Romona

Employee

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

Mary12

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