Where does the feedback received from a Jira Service Management form live?

[Carmelle Ngalamulume]

When typing the summary of my request on a Jira Service Management request form, we have a knowledge base article that populates when we enter key words "password" for password reset knowledge base article and when we open it and scroll to the bottom, there is text that asks, "Did this article help?" with the thumbs up or down "yes or no?". 

Where does this feedback go, for tracking purposes?

[Samuel Gatica · Accepted solution]

Hi @Carmelle Ngalamulume 

Welcome to the community!

You can find that information in the reports Requests Deflected and Requests Resolved.

Please refer to the article Find out how your knowledge base articles are performing 

Best regards

Sam

[Carmelle Ngalamulume]

Thank you, did you begin populating the feedback data when requests were resolved with an article? Our reports section currently does not have any information on feedback, but we also do not have any requests that were resolved with an article yet. Is there a correlation? 

[OMAR MOHAMED AHMED MOHAMED FATHY · Accepted solution]

from your service project, go to Reports. , then go to Requests Deflected and Requests Resolved.

[Carmelle Ngalamulume]

Thank you! Do you have insight on my follow up question above?