Hi,
Is it counting the event in the backend when the "Share with customer" button is clicked? Or, is it counting any instances where the unique KB URL is present within a comment? If the later, is it internal and external comments?
For example, does an agent need to use the "Share with customer" button to have the report count this? Or, could they just copy and paste the article URL within an internal or external comment?
[Article Name - Test1|https://clientjira.atlassian.net/servicedesk/customer/kb/view/123456?applicationId=sampleapplicationid2222title=Article Name +1]
Thanks,
Brian
