JSM knowledge base article statistics

[Petru Negrusa]

Hi, Community,

Could someone please guide me on how to obtain statistics or reports regarding users who opened tickets in JSM and accessed Confluence knowledge base articles directly from those tickets? Your help would be greatly appreciated!

Thank you!

[Dan Breyen · Accepted solution]

Hi @Petru Negrusa built into JSM from the Reports link, you should have a 'Requests deflected' report.  This will tell you how many customers searched through the Knowledge Base, found an article and then click on "This Helped Me".  That's considered a 'Deflection'.  From that same report, you can see how many articles were viewed from the Portal, and which articles were viewed.

I could be wrong, but users are able to search for knowledge first, and then if they don't find a solution, are able to create a ticket for the issue they're having.  I don't know of a way to search for knowledge after the ticket has been opened.  The agent can attach a Knowledge Base article to the ticket, and then the customer can view it, but by default they can't search knowledge from within a ticket.  They can always go back to the main portal page and search through knowledge.

In addition, you have your 'Requests Resolved' report. f your agent attaches an article, before the issue is resolved, then on that report it will fall into a 'Requests resolved with an article' category.  That report also shows any requests that have been deflected.

Hope that helps.

[Petru Negrusa]

Hi, it seems I didn’t explain the issue quite clearly. I would like to find out how to obtain statistics on how many users accessed a Confluence knowledge base article directly from a ticket, how often users have used Confluence articles from within the ticket, and specifically, how to gather data on how many users accessed each individual Confluence article. For example, from a total of 100 Confluence articles, we want to generate statistics on how many users accessed each article individually.