How can I see Article usage and articule Effectiveness report?

[Guillermo Teibo]

Hi, I was wondering how could I see the reports that are included by default in Service Desk according to this article:

https://confluence.atlassian.com/servicedeskserver/setting-up-service-desk-reports-939926426.html

I have a KB in my Service Desk but I can't see any report of my articles.

thanks in advance

[Angélica Luz · Accepted solution]

Hello Guillermo,

Thank you for reaching out to Atlassian Community!

I see that you shared the documentation from Jira Service Desk Server and you are using the Cloud version.

On Cloud, we can see the same reports, but the names are different. 

Server: Articles usage / Cloud: Requests deflected

Server: Articles effectiveness / Cloud: Requests resolved

• What are default reports?

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[Guillermo Teibo]

thanks, there is a way to see which articles were marked as useful and which not useful? 

[Angélica Luz]

Currently, it's only possible to see the articles marked as useful, it will show on the series "Requests deflected in portal".

There is a feature suggesting to add a series for not useful articles:

• Add a report to keep track of negative feedback on Knowledge Base articles

[Mike Sasaki]

Angelica, I don't see the way to see the articles marked as useful and i am in the Requests Deflected report.

[Angélica Luz]

Hello @Mike Sasaki,

Thanks for reaching out to Community!

The count of liked articles will show on "Requests deflected in portal" as the example below:

To test, you can access the portal and mark an article as useful to see the difference in the report.

Regards,
Angélica