Problem

Currently, Confluence Content Analytics aggregates page views from both licensed Confluence users and Jira Service Management (JSM) customers.

This means that there is no distinction between internal Confluence traffic and external JSM portal traffic in the analytics data. As a result, administrators are unable to accurately assess the source of their page views or gather specific insights into how JSM customers are interacting with knowledge base articles inside confluence.

Suggested Solution

Introduce a feature in Confluence Analytics that allows administrators to differentiate between page views originating from the JSM portal and those from internal Confluence usage.

This could include:

• Identifying search patterns specific to JSM customers.
• Providing details on whether articles/pages were accessed via search, browsing, direct link, or via a JSM integration.
• Reporting on article ratings (thumbs up/down) from JSM users.
• Maintaining the existing capability to track overall article views.

Why This Is Important

Understanding the source and nature of page views is crucial for administrators to optimize content strategy and improve user experience.

By distinguishing between internal and external traffic, organizations can better tailor their knowledge base content to meet the needs of their service management customers, improve search functionality, and enhance article relevance.

Workaround

Currently, there is no known workaround for this behavior. A workaround will be added here when available.

Notes

For detailed JSM metrics only, please refer to:

• Create a new custom report
• Find out how your knowledge base articles are performing