Knowledge base article feedback. Where can I see the results?

[Thomas]

We have linked a number of KB articles in our service desks and customers are able to give it a thumbs up/down.

However, I don't seem to get any email notification and fail to find where I can see the results?

Can someone tell me where to look? :)

Thanks,
Thomas

[Brant Schroeder · Accepted solution]

@Thomas 

In there reports section if someone click the thumbs up it should show on requests resolved report under requests resolved with an article. 

[Thomas]

Hm, this does not show any data. This is likely due to the KB article not being accessed through a service desk while creating or working on a request.

We have made some pages available from the portal (link in announcement) and customers would open the article via the following URL:

https://tenant.atlassian.net/servicedesk/customer/article/1234567

There is no association to any portal.

Since the customers can still give a thumbs up/down, surely this must go somewhere?

Thomas

[Brant Schroeder]

If they are not accessing the article through the portal then this feature is not available to them.  They can like a page if they are logged in but that is it.

[Thomas]

Well, they do access it through the customer portal but not a specific service desk per see. Seems a bit pointless to show the feedback buttons if the requests don't go anywhere... :/

Sorry but the further we move with the migration the more half-finished features come to light *sigh* quite frustrating tbh...

[Brant Schroeder]

Can you share a screenshot of what they are seeing?  I would like to recreate on my end.

[Thomas]

For the customer, this looks like any other knowledge base page.

The only difference is that the URL they click is

https://site.atlassian.net/servicedesk/customer/kb/view/10826973985

instead of

https://site.atlassian.net/servicedesk/customer/portal/3/article/10826973985?src=130384464

Both links show the "Did this article help?" option, the latter link also has a select box to raise a new request.

[Brant Schroeder]

@Thomas 

Sorry I have been out for a while.  Both are still being accessed through the service desk.  If you go to the report Requests Deflected it has the information you are after.  If the user clicks the link then it shows on the report that the article was viewed.  It then shows that the article was deflected if they click yes to Did this article help.

[Thomas]

@Brant Schroeder

I understand what you mean, but since the URL does not include a "portal" and the same KB article can be found through multiple service desks linked to the same KB space, I'm not clear in which service desk report it will show up as deflected request.

I have logged in as a customer and upvoted some articles. None of our service desks has this logged as "requests deflected".

[Brant Schroeder]

@Thomas 

When you log in and upvote it are you in the portal for your service desk or somewhere else?

[Thomas]

@Brant Schroeder

When I log in, I am in the customer portal where all the accessible service desks are listed.

We have used the "announcement banner" to link to a KB article (getting started guide) which opens the URL https://site.atlassian.net/servicedesk/customer/kb/view/10826973985

Thomas

[Brant Schroeder]

OK that makes more sense.  Since it is not associated with a project portal it would not provide any information in the project's report.  Looks like you found a gap in Atlassian's product.  I would suggest submitting a bug or feature request here: https://jira.atlassian.com/secure/Dashboard.jspa

[Thomas]

OK, thanks for the confirmation. I will raise this with Atlassian ;)

[Harrison Ponce]

@Thomas did you ever end up raising this as a request with Atlassian? Would love to vote on it!

For everyone on here, I've included an actual screenshot of what this looks like. Jira Service Management portals allow you to tie Confluence articles in there. At the bottom of every page is a feedback section with a thumbs up or down. We have absolutely no idea where the data goes for this.

[Brant Schroeder]

@Harrison Ponce I am not aware of anywhere were you can see it per page.  If a user marks it as helpful it shows up in the delivered JSM report as deflected (You can drill down and see individual articles in the report).  Atlassian also uses that information to help promote articles to answer questions with similar keywords in the portal.  So it is used and you should encourage customers to use it.

[Harrison Ponce]

@Brant Schroeder Ah yes - that part of it "works". What we discovered, though is that the thumbs-down "no" part doesn't show up anywhere at all. Is that what you've found?

For us, if it shows up as "deflected" when you thumbs-up....cool. Arguably, the more important feedback is the thumbs-down feedback so the team knows where to put more work.

Just seems like a not-really-baked solution tbh.

[Brant Schroeder]

@Harrison Ponce Like I stated you can not really run a report and see thumbs up and thumbs down.  Atlassian uses the thumbs down in the background.  Maybe you have an article that is really popular and is answering everyone's question about purchasing a laptop.  Maybe the link in the article is broken and everyone thumbs down the article.  The article will no longer be recommended.  It would be nice to see when the article falls and see the thumbs down but at the end of the day if you are paying attention to your articles and using them in your JSM responses to answer questions you will know which ones are not working and need to be updated, changed, etc.  There is a feature request here for that type of reporting: https://jira.atlassian.com/browse/JSDCLOUD-12829 

[Harrison Ponce]

That feature request is exactly what I was looking for! Thanks!

[Kassandra Peterson]

This is a follow up question : why can't we as users just get a report somewhere with how many thumbs up or thumbs down a page gets? I want to view our most liked and disliked content and it seems from the point above atlassian is getting this info, just not displaying it in a useful way. 

Can we get an add-on that shows us the thumbs up/thumbs down on pages from our service desk and in confluence? It means a lot to us since we use this as our primary knowledgebase and, like the user above said, if you're going to have a point for our customers to give feedback (thumbs up/down) then there is some expectation that we can and should do something with that data.