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How is a request resolved with an article?

In Jira service desk projects, the default reports include 'requests resolved' which has trends for requests resolved with an article, requests resolved without an article and requests deflected in portal.

How does a request get classified as "resolved with an article"

1 answer

2 votes

Hi Alysse,

Welcome to Atlassian Community!
The requests resolved with an article is when an agent adds an article in the comment and share with the customer.
On the ticket, there are the field "Related knowledge base articles" and that's the place where the agent search for the article and then "Share with customer". After the ticket is resolved, it will show on the report as "Requests resolved with an article".
The "Requests deflected in portal" is when a customer clicks on "Yes" for "Did this article help?".


Thanks @Angélica Luz , I was facing the same challenge, but your answer solved it to me :-)

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