Can we get a report/analytics feature that shows page thumbs up/down ratings from service desk?
Asked by Kassandra Peterson:

Hello,  

We are currently using confluence as our main knowledgebase for our product user documentation. We also have this knowledgebase connected to our client service desk so that customers can access these articles and hopefully self-serve/deflect tickets.  

At the end of each article is a thumbs up/thumbs down "did this article help" button. This button, from what I have read, gives the metric "tickets deflected" for our service desk. However, this is not efficient for us and a better metric we want is how many thumbs up/down have been given for each page. It does not seem this is accessible anywhere in the suite of products, even confluence analytics.   

We need this metric, it's super impactful. Furthermore, by providing this option for feedback directly from our customers in their service desk, it gives the impression that we are able to do something about these ratings. Right now, from what I've seen, atlassian is capturing these thumbs up/down, but just not making it visible anywhere.   

Is there anywhere we currently can see these critical metrics? Is there a plugin you can recommend to surface this content? Thank you


Answers:
author: Marc - Devoteam
body: Hi [@Kassandra Peterson](/t5/user/viewprofilepage/user-id/5412449)

Welcome to the community.

Currently there is no such option, there is an open feature request for this.

[JSDCLOUD-8142](https://jira.atlassian.com/browse/JSDCLOUD-8142)

comments: author: Kassandra Peterson
body: I see the issue has been raised since 2019 on the link you provided, which makes me question atlassian's commitment to deliver this critical function to its users. That's super frustrating and disappointing to be honest.  

I have seen this comment in several other threads that atlassian seems to deliver several (others words) "half-baked" features. This would definitely fit that profile in my book though I prefer to say that the product offering could use some rounding out.


author: Adrian H?lsmann - B1NARY
body: Hi [@Kassandra Peterson](/t5/user/viewprofilepage/user-id/5412449)

Our Confluence plugin [**Peacock**](https://marketplace.atlassian.com/apps/1232689/peacock-confluence-page-ratings-feedback-polls-surveys?hosting=cloud&tab=overview) is made for collecting **feedback** and **ratings** for Confluence pages to enhance the quality of your knowledge base.

Peacock activates a rating and feedback macro on as many pages as you like with just a few clicks.

![Peacock - initial release.png](https://community.atlassian.com/t5/image/serverpage/image-id/310710i1AB79D7C724F3099/image-size/large?v=v2&px=999 "Peacock - initial release.png")

The results then show which pages perform well and which should be enhanced.

![Peacock - initial release-3.png](https://community.atlassian.com/t5/image/serverpage/image-id/310713i217578A5826366FD/image-size/large?v=v2&px=999 "Peacock - initial release-3.png")

If you are interested in seeing more, you can schedule a personal demo with me **[here](https://calendly.com/adrianhuelsmann/peacock-demo)** or visit the [**Atlassian Marketplace**](https://marketplace.atlassian.com/apps/1232689/peacock-confluence-page-ratings-feedback-polls-surveys?hosting=cloud&tab=overview).

All the best,  
Adrian from B1NARY (we are the developers of Peacock).


Tags: cloud

jira-service-management

jira-service-management-cloud

knowledge-base