I followed these steps to record a test deflection in Jira CSM: * Logged in as a portal-only customer * Asked a question that is answered in our connected Confluence knowledge base * Clicked on the referenced Confluence article under "Learn more" * Clicked "Yes" to the question "Did this article help?" * I did not submit a ticket from the portal When I click on my Customer Service Space > Reports > Requests defected, "Requests deflected in portal" always shows 0. Is anyone else able to successfully report deflections in their Jira CSM space?

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Is anyone successfully recording "Requests defelected in portal" in Jira CSM?

Ann Ivey

I followed these steps to record a test deflection in Jira CSM:

Logged in as a portal-only customer
Asked a question that is answered in our connected Confluence knowledge base
Clicked on the referenced Confluence article under "Learn more"
Clicked "Yes" to the question "Did this article help?"
I did not submit a ticket from the portal

When I click on my Customer Service Space > Reports > Requests defected, "Requests deflected in portal" always shows 0.

Is anyone else able to successfully report deflections in their Jira CSM space?

Accepted answers

Gabriela - LeanZero

Hey @Ann Ivey, I don't have a CSM site to test this on, so this comes from reading Atlassian's docs, but I think I can see why yours stays at 0. The JSM page Matthew quoted ties the count to the request form, where articles are suggested as the customer starts entering a summary, and "If the customer selects the suggested article while raising a request and votes it as helpful, it is counted as a request deflected in the portal." Your test went through the AI agent's "Learn more" link instead, and CSM-228 (https://jira.atlassian.com/browse/CSM-228) says "Customer Service Management forms have no equivalent" of those summary suggestions, so the path JSM counts may not exist in your CSM space at all. CSM's own reporting page is vaguer, since it only says the report "tracks how often customers read support articles and didn't raise a request" and doesn't say whether AI agent answers count. Your AI agent has a separate AI containment chart under Reporting in the agent settings sidebar, showing "the percentage of unique conversations that were started with your agent that did not result in a work item being created", and I'd guess that's the number you're after. You could also vote on CSM-228 and ask Atlassian support what the CSM deflection report counts, since the docs don't agree. Does the containment chart pick up your test conversation?

All comments

Matthew Sinclair

Based on this: https://support.atlassian.com/jira-service-management-cloud/docs/how-are-my-knowledge-base-articles-performing/

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Requests resolved

This report shows:

Requests resolved with an article: A request is considered resolved with an article if it has one or more links to knowledge base articles in its comments.
Requests resolved without an article: A request is considered resolved without an article if no knowledge base articles were used in any of the comments to resolve this request.
Requests deflected in the portal: A request is considered deflected in the portal if the customer selects an article while raising a request and votes

===

They need only to vote up an article they are reading.

How that happens precisely is a question - and yes admittedly the document is JSM - but CSM isn't that much different. Screenshots?

Ann Ivey

Here is the article suggestion in AI:

I clicked on the article and answered "Yes" to "Did this article help?"

Deflections are still showing 0:

Matthew Sinclair

That should be the way to do it - not sure what the issue is. Digging a bit.

Gabriela - LeanZero

Ann Ivey

Thanks Gabriela!

I just finally located the containment chart last night! That's exactly what I was looking for. It wasn't easy to find since you have to go into Studio first before the Reporting menu is available. I also upvoted CSM-228.

Thanks so much for confirming!