Confluence Question

[Ramakrishna]

Cannot find something like ticket deflection based on user's input at the time of ticket creation based on KB content.

Any pointer and information would be helpful.

Thanks in advance

Ramakrishna J

[Shannon S · Accepted solution]

Hello Ramakrishna,

Welcome to Atlassian Community. It's nice to have you.

It's a bit unclear to us what you are asking. Could you help me by clarifying exactly what it is you are looking to do? It seems that you might want to know the following:

1. Customer tries to search your company's knowledge base for an answer, doesn't find what they're looking for.
2. Customer creates a ticket with your company.
3. You want to know what they tried to search so you can improve your KB and avoid unnecessary tickets in the future.

Is this right? If not, can you please elaborate on what you need?

If you have Jira Service Desk, there's a location there that you can check what your customers are searching in the Confluence Knowledge Base:

• Locating Jira Service Desk's Knowledge Base search statistics through the database

If it's just in Confluence, then there's not a feature for this, but I found the following discussion that mentions a few third-party add-ons that could help:

• Can you see the most used searches in Confluence?

Let me know if you have any questions about that.

Regards,

Shannon

[Ramakrishna]

Thanks for the response . I am looking for the points you mentioned.

Once again Thanks

[Shannon S]

Ramakrishna,

No worries! Do let me know if you have any other concerns. :) 

Regards,

Shannon