Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,456,254
Community Members
 
Community Events
176
Community Groups

Knowledge Base Articles - What Happens if Someone Clicks "Thumbs Down, Not Helpful"

Hello! 

I recognize that this is a simple question, but I didn't want to try it for myself in case it was something I could not undo.

On a Knowledge Base article, there is the question at the bottom that says, "Did this article help?" and the answers are: 

Thumbs Up icon - Yes

Thumbs Down icon - No

Most of the documentation on reporting I have seen talks about Requests Deflected, which is based on the number of times people have said, "Yes, the article is helpful". But what happens if someone clicks the thumbs down icon and says, "No, this was not helpful"? Does that get recorded somewhere and if so, where?

Also, if they do click the "no" button, do they get asked for feedback? Are they able to undo the "no" at some point or is the "no" recorded forever? 

Any information is appreciated. Thank you for your time! 

 

1 answer

1 accepted

0 votes
Answer accepted
Brant Schroeder Community Leader Jan 11, 2023

@Brandy Bednorz Confluence uses this feedback yes and no to help identify useful articles based on the keywords on the Confluence page.  If someone says it is not helpful it does not ask for any feedback.  I do not know of any report that shows the ones marked no.  Requests deflected in the portal. These are articles that customers gave a thumbs up in the portal.

more info:

https://confluence.atlassian.com/servicedeskcloud/blog/2017/09/knowledge-base-reports-revamped

Thank you for the information! 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS

Atlassian Community Events