Setting up Ticket Linking

Guru's Card-to-ticket linking functionality enables Guru users to affirmatively link a Card to a LivePerson or Zendesk 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 knowledge articles and content gaps.


Access Required

Ticket linking is available for Expert and Enterprise plans only. Only users with admin permission can enable this for the team.

Setting up Ticket Linking

  1. Guru admin can enable this feature for the whole team by navigating to Manage > Apps & Integrations > Ticket Linking.
  2. Enable ticket linking for the tool of your choice. Currently, Guru supports Ticket Linking in LivePerson and Zendesk tickets only.

Using Ticket Linking

  1. When a team member opens a Guru Card using the Guru extension over Zendesk or LivePerson, a Link to Ticket checkbox will appear in the bottom left-hand corner of the Card.
  2. The user simply needs to check that box to confirm they used this Guru Card on the ticket they’re answering. Guru will store this information about the related Guru Card and ticket for future analysis.

Reviewing Cards used in Ticket Linking

Zendesk ticket linking report in Guru extension.png
  1. To review Cards used for Ticket Linking, open the Guru extension over Zendesk or LivePerson and click on your Avatar. Then, select Ticket Linking Reports from the dropdown.
  2. 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.
  3. If you are not viewing a Zendesk or LivePerson ticket, this view in the extension will say No Ticket Found. If your team members never linked a Guru Card to this ticket, this view in the Extension will say No Cards were linked to this ticket.

Collecting Ticket Linking analytics

There are two ways to understand Ticket Linking analytics.

API method

You can use Guru's API to pull a list of all ticket IDs that an Agent has linked a Guru Card to along with user information, date and Card ID. You can read more about the specific API endpoint to use on our Developer documentation here.

Spreadsheet method

Our team created this Google spreadsheet that makes an API call to our Ticket Linking endpoint and returns up to 5,000 results. To use this spreadsheet, follow these steps:

  1. Open this Google Sheet and select File > Make a copy to save a copy to your own Google Drive.
  2. Enter your username (email address) and user-based API token in the designated cells. Learn how to obtain your API token.
  3. After a few seconds, you will see data for your Ticket Linking activity. This data loads in batches of 25 rows so it may take a little while for all the data to load.