Can you report on tickets where knowledge articles were provided v.s. those that weren't?
You can't do it directly on the basis of KB article provided. We can set up question criteria when you move a ticket to close that prompts you to enter information about the ticket. You could include a tick box for KB article provided, however, the goal here is to capture helpful information about the category of the query and the type of information that was required so that you can build it into automated functions.
You would usually look to build in a regular review of KB articles, categories of questions and search terms and then make changes so that the client gets what they need earlier in the process or it can be answered by the chatbot, which frees your customer support team up to answer those really value add queries and best practice solutions.