How to track customer visits to Service Desk Knowledge Base

Kelsey Amar

We're in the process of re-vamping our customer facing knowledgebase to include more self-service articles, How To Guides, Troubleshooting articles, and User Guides. 

We want to know if our customers are visiting these pages and find them helpful. Through the analytics page Ive been able to see how many of our internal staff have visited the pages, but (a) is there a way to track custom views of a knowledgebase article and (b) is there a way to add a "was this article helpful" button where they can provide feedback (even just a thumbs up or thumbs down) so that we can collect feedback and improve? 

I searched the forums but didn't find what I was looking for. 

Thanks for any help!

Walter Buggenhout

Hi @Kelsey Amar and welcome to the Community!

Yes. In your JSM project there is a default report "Requests deflected". The report has 2 metrics on it:

• Article views from portal
• Requests deflected from portal

The first on shows the number of articles people actually viewed and the second shows the ones where people indicated the article helped them solve their problem or request.

Below the chart there is also a table where you can drill into the details of these articles.

Hope this helps!