Can we get a report/analytics feature that shows page thumbs up/down ratings from service desk?

Question

Hello,

We are currently using confluence as our main knowledgebase for our product user documentation. We also have this knowledgebase connected to our client service desk so that customers can access these articles and hopefully self-serve/deflect tickets.

At the end of each article is a thumbs up/thumbs down "did this article help" button. This button, from what I have read, gives the metric "tickets deflected" for our service desk. However, this is not efficient for us and a better metric we want is how many thumbs up/down have been given for each page. It does not seem this is accessible anywhere in the suite of products, even confluence analytics.

We need this metric, it's super impactful. Furthermore, by providing this option for feedback directly from our customers in their service desk, it gives the impression that we are able to do something about these ratings. Right now, from what I've seen, atlassian is capturing these thumbs up/down, but just not making it visible anywhere.

Is there anywhere we currently can see these critical metrics? Is there a plugin you can recommend to surface this content? Thank you

Kassandra Peterson · Answer

Hello,

Yes, we love Peacock. Unfortunately, the rating service does not work in Jira Service Management and throws an error message of being unable to display that macro. We would love for atlassian to fix this issue as it is entirely on them to enable their products to seamlessly integrate for desired features that their users crave and beg for. I have personally requested this type of feature to atlassian product in some ticketing service but have gotten zero traction and it is frustrating. If peacock could work in jira service management, that would solve a lot of my team's troubles.

Basically, long story short, Jira service management cannot support the peacock feature as jira service management mirrors and redirects confluence content to a more public facing service. For us, we use it as a knowledgebase and ticketing service that our customers can access. It works for the knowledgebase by redisplaying the content pages, but there are no way to get any doc ratings or feedback from our jira service desk users even with the peacock macro.

Thank you for your comment and I hope this is fixed someday as we'd really like to be able to get useful data from our articles. As it stands now, atlassian is not meeting our urgent needs. They do no even surface their thumbs up/thumbs down ratings on pages to users (which tickets have been submitted for since 2019).

Adrian Hülsmann - B1NARY · Answer

Hi @Kassandra Peterson

Our Confluence plugin Peacock is made for collecting feedback and ratings for Confluence pages to enhance the quality of your knowledge base.

Peacock activates a rating and feedback macro on as many pages as you like with just a few clicks.

The results then show which pages perform well and which should be enhanced.

If you are interested in seeing more, you can schedule a personal demo with me here or visit the Atlassian Marketplace.

All the best,
Adrian from B1NARY (we are the developers of Peacock).

Kassandra Peterson · Answer

I see the issue has been raised since 2019 on the link you provided, which makes me question atlassian's commitment to deliver this critical function to its users. That's super frustrating and disappointing to be honest.

I have seen this comment in several other threads that atlassian seems to deliver several (others words) "half-baked" features. This would definitely fit that profile in my book though I prefer to say that the product offering could use some rounding out.