Ticket Linking in LivePerson and Zendesk

Role: Admins


Ticket Linking for LivePerson and Zendesk Tickets ⚡️

Our card linking functionality enables Guru users to affirmatively link a Card to a ticket, indicating that the Card was used to solve the ticket. This makes it simple and efficient for users to report what content they used to solve tickets, and provides team Admins with insight into successful articles and content gaps.

Setting up Ticket Linking

  1. An Admin on your Guru team will need to enable this feature for your whole team by navigating to Team Settings and selecting Ticket Linking from the left-hand panel.

  2. Enable ticket linking for the tool of your choice. Currently, we support LivePerson and Zendesk Tickets only.

Using Ticket Linking

  1. When your team member opens the Guru Extension over Zendesk or LivePerson, a “Link to Ticket” option will appear in the bottom left-hand corner of the Guru Card.

  1. The user simply needs to check that box to confirm that they used this Guru card on the ticket they’re on. Guru will store this information about the related Guru Card and support ticket for future analysis.

Reviewing Cards used for Ticket Linking

  1. To review Cards used for Ticket Linking, open the Guru extension over Zendesk or LivePerson and click on your Avatar. Then, select Knowledge Reports from the dropdown.

  1. When opened over a Zendesk or LivePerson ticket, you will see the associated Card(s) your team has used when solving that ticket. You will also see the Zendesk ticket number appear.

  1. If you are not on a Zendesk or LivePerson ticket, this view in the Extension will say "No Ticket Found". If your team members did not ever link a Guru Card to this ticket, this view in the Extension wil say "No Cards were linked to this ticket".

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