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What does "Requests deflected in portal" mean ? Edited

I see this in the reports and can't define what it is.

thank you for your feedbacks on this

1 answer

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Answer accepted

As you know JIRA Servicedesk has the Knowledge base capability with Confluence, most of the problems/tickets/items will be resolved by the users itself (without raising ticket) by seeing the document shown during the service desk ticket creation time.

IN Normal KB portals, they may not have measures to quantity it. but JIRA Servicedesk will help us to identify the no of users benefited via self service.

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

So how are "thumbs down" reported?

Specifically if you have integrated Jira Service Desk and Confluence (both cloud products), we have tested this and found the following.

When the customer is viewing an article (viewing a knowledge base page through the Jira Customer Portal):

If the customer clicks on "thumbs down" it does not do anything. You cannot pull any data regarding this.

If the customer clicks on "thumbs up", it will count in the request deflected data. 

We have found this to be not valuable to help drive self service with our customer base. Their is value in the integration when it comes to agents being able to quickly write articles and search existing articles.

Other feedback from customers has been that the 3 results only in the search results of a Customer Portal is difficult to use.

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