Jira knowledge base

Question

Hi,

Is there a way to determine how published knowledge articles have prevented ticket generation? Is there a way to track or report on this?

I believe there is a report called "Report Deflected," but it seems it only captures instances where the knowledge article is either referenced in a ticket or when the voting system is used.

Thanks,

Rajan

Nikola Perisic · Answer

You can refer to @Cristian0791 's answer.

Cristian0791 · Answer

Hi Rajan,

Maybe this article can help you: https://confluence.atlassian.com/servicedeskcloud/blog/2017/09/knowledge-base-reports-revamped

Rajan Dangol · Answer

Hi Nikola,

What I meant is that a published article helped a customer by answering their question, preventing the need to raise a ticket.

Scenario:

* The customer types a question in the portal.
* A knowledge base article appears.
* The customer reads the article and finds that it answers their question.
* As a result, the customer doesn’t raise a ticket.

Is there a way to track these instances?

Thanks,

Rajan