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Problems solves by articles

Henriette Bossen

Hi,

We would like to see statistic of how many problems with solve using knowledge article, so we can see article effectiveness under reports. But our report is always 0. So my question is, how de we resolve a request using a knowledge article?

We have tried to search for an article and sharing as a comment, and then resolving the issue. Have also tried to add the link to the article in the comment we set when an issue is resolved. But they do not show up in the statistic.

Accepted answers

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unknown

Hi @Henriette Bossen,

Is you Service Desk set up to receive Customer Satisfaction surveys?

Thanks

Henriette Bossen

Hi Danny,

Yes we have enabled the setting where they can rate the service,

unknown

Are you able to view the Requests Deflected report? If so, when you choose a particular day could you upload a screenshot of the results, or lack of results in this case.

Henriette Bossen

Hi Danny,

I cannot find a requests deflected report. But I researched it a bit, and doesn't it show the same as article usage and article effectiveness report? I tried resolving an issue with an article on the 30th, but there is now hit in either graph

Manon Soubies-Camy

Hello Henriette,

Some more questions to try to figure out the issue:

Are you using a third-party app like RefinedTheme for Jira Service Desk? If so, can you try to use the basic JSD portal and see if it works better?
Do you see anything in the logs when clicking on "Did this solve your problem" > Yes?

I guess the next step would be for you to contact Atlassian support

Hope this helps,

- Manon

Anderson de Souza Ribeiro

Hi @Manon Soubies-Camy ,

I´m facing the same problem, and I'm using Jira Servicedesk and Confluence Cloud in the latest version.

No matter whatever I do, the statistics for the problems solved by an article is always 0.

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