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JIRA Service Desk/Confluence Knowledge Base

  • 1.  JIRA Service Desk/Confluence Knowledge Base

    Posted Jan 10, 2018 09:49
    Anybody here use JIRA Service Desk + Confluence Knowledge Base?  We moved to JIRA Service Desk to handle our internal customer support tickets earlier this year and recently added on a Knowledge Base (Confluence).  The only analytics we could find seems only to refer to articles in aggregate (the only two reports are shown in screenshots below), but what would be most helpful is to see this data per specific articles. My colleague who worked on configuring them had searched and searched for something, including some type of plugin, but didn't find any that did what we wanted.  Does anyone use both of these and have any suggestions?

    P.S. It does not drill down when you click on anything in the graphs.  I'm not sure I can do much about people not clicking "yes" or "no" at the end of the article when it asks if it was helpful, but I'd like to at least see which ones are being read/what topics people are seeking and ideally whether or not they created a ticket afterward, searched again, or exited the page.
    line graph showing 10 article views, 0 problems solved by articles
    line graph comparing requests created to problems solved by articles

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    Janice Chan
    Co-Organizer, NTEN Nonprofits and Data group
    Technical Training Specialist, Development and Alumni Relations
    Johns Hopkins Institutions
    Baltimore, MD
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    2020 Nonprofit Technology Conference Logo  w/ Baltimore Skyline


  • 2.  RE: JIRA Service Desk/Confluence Knowledge Base

    Posted Feb 13, 2018 21:41
    Tagging in some of the folks from the ticketing software thread: https://community.nten.org/communities/community-home/digestviewer/viewthread?MessageKey=c47dc6a4-98e7-4edb-976d-27fb86bed481. Nerd alert: @Robert Faille, @Susanna Kemp, @Joel Bush, @Graham Ford​​​​​.

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    Bethany Lister
    Community Engagement Manager
    Nonprofit Technology Network
    bethany@nten.org
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    2020 Nonprofit Technology Conference Logo  w/ Baltimore Skyline


  • 3.  RE: JIRA Service Desk/Confluence Knowledge Base

    Posted Feb 26, 2018 16:06
    Hi Janice,

    We use both JIRA and Confluence as well for multiple internal Service Desk portals.  What type of metrics are you looking to report on?  If you could give me a couple of examples of what you would like to see I can do a little digging through my development system to see what can be pulled.

    Best,

    Rob

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    Robert Faille
    Director - Technology and Analytics
    University of Pennsylvania
    Newtown, PA
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    2020 Nonprofit Technology Conference Logo  w/ Baltimore Skyline


  • 4.  RE: JIRA Service Desk/Confluence Knowledge Base

    Posted Feb 27, 2018 11:57
    Much appreciated, Rob!  I would really like to be able to see the views per article, or even maybe the top 10 articles, etc. - anything that could help me see what topics people are looking for/using.  Also, if there is a way to see whether people are exiting from article pages or if they are going elsewhere (e.g. submitting a ticket, searching again) that might indicate the article did not answer the question since people never seem to click Yes or No at the bottom.  I'm guessing they are simply not scrolling that far down.  If you have any other suggestions though or metrics that you and your teams look at with regards to how your knowledge base is being used, I'd be very interested to hear them!

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    Janice Chan
    Co-Organizer, NTEN Nonprofits and Data group
    Technical Training Specialist, Development and Alumni Relations
    Johns Hopkins Institutions
    Baltimore, MD
    ------------------------------

    2020 Nonprofit Technology Conference Logo  w/ Baltimore Skyline