Coverage
80 %
Ticket categories with published guidance
Reports
Knowledge analytics
Are we capturing organizational knowledge?
Published articles
10
Reusable organizational knowledge
Awaiting review
0
Draft or in-review articles
Article views
1,796
Total technician and requester views
Linked tickets
141
Ticket resolutions using knowledge
Helpful rating
100 %
Average article feedback
Documentation gaps
Ticket categories generating work without corresponding published documentation.| Category | Ticket load | Coverage |
|---|---|---|
| Mobile Most common: Mobile Device | 9 tickets | No published article |
Most referenced articles
Knowledge that is actively reducing ticket resolution effort.| Article | Ticket use | Views |
|---|---|---|
| Password Reset Procedure KB-260007 / Access | 31 tickets | 402 views |
| VPN Troubleshooting KB-260002 / Network | 24 tickets | 317 views |
| Microsoft Authenticator Setup KB-260009 / Access | 22 tickets | 338 views |
| Dell WD22 Dock Firmware Update KB-260001 / Hardware | 19 tickets | 142 views |
| Outlook Profile Reset KB-260005 / Software | 14 tickets | 211 views |
| Laptop Imaging Checklist KB-260008 / Hardware | 11 tickets | 126 views |
Articles awaiting review
Documentation that can become reusable guidance with final validation.Review queue is clear
No draft or in-review articles require attention.