Jira knowledge base

[Rajan Dangol]

Hi,

Is there a way to determine how published knowledge articles have prevented ticket generation? Is there a way to track or report on this?

I believe there is a report called "Report Deflected," but it seems it only captures instances where the knowledge article is either referenced in a ticket or when the voting system is used.

Thanks,

Rajan

[Cristian0791]

Hi Rajan,

Maybe this article can help you: https://confluence.atlassian.com/servicedeskcloud/blog/2017/09/knowledge-base-reports-revamped

[Nikola Perisic]

Hello @Rajan Dangol 

Please explain what do you mean by preventing the ticket creation? When ticket is getting created with a Confluence page usually this is a trigger by the automation rule.

[Rajan Dangol]

Hi Nikola,

What I meant is that a published article helped a customer by answering their question, preventing the need to raise a ticket.

Scenario:

1. The customer types a question in the portal.
2. A knowledge base article appears.
3. The customer reads the article and finds that it answers their question.
4. As a result, the customer doesn’t raise a ticket.

Is there a way to track these instances?

Thanks,

Rajan

[Nikola Perisic]

You can refer to @Cristian0791 's answer.