Linking Guru Cards to Support Tickets

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Access Required

• Available on the Enterprise plan only.
• Only Admin users can enable this feature.

Setting up Ticket Linking

1. Go to Manage > Apps & Integrations > Ticket Linking.
2. Enable the integration for Zendesk or LivePerson.

Using Ticket Linking

When a team member opens a Guru Card using the extension over a supported ticketing platform:

1. A Link to Ticket checkbox appears in the bottom left of the Card.
2. The user checks the box to confirm they used the Card for the ticket.
3. Guru stores the Card and ticket information for analytics and reporting.

Reviewing linked Cards in the extension

To review Cards linked to a ticket:

1. Open the Guru browser extension over Zendesk or LivePerson.
2. Click your avatar and select Ticket Linking Reports.
3. You'll see:
   • The linked Card(s).
   • The associated Zendesk ticket number.

If:

• You’re not on a Zendesk or LivePerson ticket → "No Ticket Found" message will appear.
• No Cards were linked to the ticket → "No Cards were linked to this ticket" will display.

Collecting Ticket Linking analytics

There are two ways to analyze linked ticket data:

API Method

Use Guru's API to pull:

• Ticket IDs
• Linked Card IDs
• User and timestamp info

📘 API documentation

Spreadsheet Method

Use our prebuilt Google Sheet to pull up to 5,000 ticket linking results:

1. Open the Ticket Linking Spreadsheet.
2. Go to File > Make a copy to save your own version.
3. Enter your:
   • Guru email address
   • User-based API token
     ✍️ How to get your API token
4. Wait a few seconds for data to load (25 rows at a time).

This report gives visibility into Card usage and knowledge impact across your team.

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