Guide recipe: Requesting feedback for article downvotes

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45 Comments

  • Antonio Maninha

    Olá Pedro Rodrigues (opservator.com)
    Our Guide Plan allows customizing the theme code.
    Can you provide more information or steps to accomplish what we are looking for?
    Obrigado!

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  • Pedro Rodrigues
    Community Moderator

    Hello Antonio Maninha and Alexander Hughes, this kind of article page customization is not as straightforward as it may seem, as it requires a bit of coding. If I may, I believe I can help you solve this problem and would be happy to discuss further, if you're interested. Thanks!

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  • Antonio Maninha

    Pedro Rodrigues (opservator.com)
    I would love to discuss that further. Feel free to setup a meeting, I think you should have my contact info still.

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  • Antonio Maninha

    Hello Pedro Rodrigues James Rodewig,
    There is a problem that I can't solve.
    When someone submits the form with the feedback how do I retrieve it? Is there anything on the subject of the form that makes retrieving the ticket easier? What would be the ticket subject?
    Right now if someone submits feedback it goes to a black hole...

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  • Christine Diego
    Zendesk Customer Care
    Hi Antonio,
     
    You can create pre-filled ticket forms, you add parameters for the fields that you want to pre-fill to the URL of the form, let's say for subject, use the following format to paste the title at the end of the URL that you are building, along with the value that you want to assign to the field: &tf_{title}={value}
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  • Antonio Maninha

    Pedro Rodrigues
    I am glad I am not alone on this issue. Alexander Hughes also has the same problem as well all of the Zendesk users...
    If you have lots of tickets submitted the ticket generated from the Feedback form gets lost, making it very hard to find.

    Is there a way to customize the subject of the ticket generated by the feedback form so it can be identified?

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  • Pedro Rodrigues
    Community Moderator

    Hello, Antonio Maninha,

    As Christine Diego has pointed out, you can create a prefilled form URL. Her example shows how to prefill the Subject.

    Another way to do this by using her suggestion, for example:

    (0) Add jQuery to your document_head.hbs document, for example:

    <script src="https://ajax.googleapis.com/ajax/libs/jquery/3.6.0/jquery.min.js"></script>

    (1) Edit your article_page.hbs on your theme code, find "<div class="article-more-questions">" and replace the {{request_callout}} placeholder with its raw output: 

    Share your feedback: <a href="https://yoursubdomain.zendesk.com/hc/requests/new?tf_subject=New%20Help%20Center%20Feedback%20submission">Submit it here</a>

    Please note that if you have multiple languages, you should consider replacing the text strings with dynamic content. The URL might also be different if you have multiple forms.

    (2) Edit your script.js file at the end and paste the following:

    $(document).ready(function() {
    if (window.location.href.indexOf("tf_subject=New%20Help%20Center%20Feedback%20submission") > -1) {
      $('.request_subject').hide();
      $('#request_subject').parent('.request_subject').hide();
    }
    });

    This will ensure requesters that come to the form via that link containing that specific Subject, will not be able to edit it.

     

    For the kind of experience shared by Alex Hughes, a bit more customization is required (in our case, it's a completely different form that adds specific tags, subject and description to the feedback ticket).

    Note: the above are just examples, they may or may not work with your current Guide theme. The examples were tested and validated with the default Copenhagen Guide theme.

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  • Antonio Maninha

    That's a great help. Thank you Pedro Rodrigues

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  • Stephanie Farrugia

    Pedro Rodrigues Is the Theme code customisable with the Professional Plan?

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  • Pedro Rodrigues
    Community Moderator

    Hi Stephanie Farrugia, according to current plans, code-editing capability in Guide is available on all Suite plans, except Team, so it's included on Suite Professional.

    If you meant the Support Professional plan (non-Suite), you'll have to pay for Help Center with Guide product in addition (both Guide Professional and Enterprise plans allow editing the theme code).

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  • Harper Dane
    Zendesk Luminary

    I put in a feature request to gather "unhelpful" vote feedback here: https://support.zendesk.com/hc/en-us/community/posts/6394025289498

    Hopefully everyone else here looking for a solution like I was will take a second to go add their vote for this feature to be added natively to Guide. :) 

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  • Jan-Willem Rossée

    Link says: "Oops, you're not authorized."

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  • Jan-Willem Rossée

    Thx, Edward! 

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  • Edward Teach

    Let me know if you run into issues, Jan. I will be online in the next 3 hours, or just leave me a message here if you need any help.

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