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Knowledge base article feedback. Where can I see the results?

Thomas

We have linked a number of KB articles in our service desks and customers are able to give it a thumbs up/down.

However, I don't seem to get any email notification and fail to find where I can see the results?

Can someone tell me where to look?

Thanks,
Thomas

Accepted answers

Brant Schroeder

@Thomas

In there reports section if someone click the thumbs up it should show on requests resolved report under requests resolved with an article.

All comments

Brant Schroeder

@Thomas

In there reports section if someone click the thumbs up it should show on requests resolved report under requests resolved with an article.

Thomas

Hm, this does not show any data. This is likely due to the KB article not being accessed through a service desk while creating or working on a request.

We have made some pages available from the portal (link in announcement) and customers would open the article via the following URL:

https://tenant.atlassian.net/servicedesk/customer/article/1234567

There is no association to any portal.

Since the customers can still give a thumbs up/down, surely this must go somewhere?

Thomas

Brant Schroeder

If they are not accessing the article through the portal then this feature is not available to them. They can like a page if they are logged in but that is it.

Thomas

Well, they do access it through the customer portal but not a specific service desk per see. Seems a bit pointless to show the feedback buttons if the requests don't go anywhere...

Sorry but the further we move with the migration the more half-finished features come to light *sigh* quite frustrating tbh...

Kassandra Peterson

This is a follow up question : why can't we as users just get a report somewhere with how many thumbs up or thumbs down a page gets? I want to view our most liked and disliked content and it seems from the point above atlassian is getting this info, just not displaying it in a useful way.

Can we get an add-on that shows us the thumbs up/thumbs down on pages from our service desk and in confluence? It means a lot to us since we use this as our primary knowledgebase and, like the user above said, if you're going to have a point for our customers to give feedback (thumbs up/down) then there is some expectation that we can and should do something with that data.

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