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Guide recipe: Requesting feedback for article downvotes



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James Rodewig

Zendesk Documentation Team

Edited Jun 21, 2024


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49 comments

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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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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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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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 @... 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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That's a great help. Thank you Pedro Rodrigues

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

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Thx, Edward! 

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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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There seems to be an issue with the follow button. I tested it on a few articles (followed them and then made some changes to the articles) and I didn't receive any notification. Can you tell me what could be the problem? 

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Andreea Ispas welcome to our Community! 

The follow feature will only notify you for any new comments on the article or post, however, you will not receive notifications when the content in the article or post is edited or updated. 

Hope this helps!

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We've been trying to enable this function to our Knowledge Base but we the following issues:
1. We are trying to keep it from redirecting the end-user to another page to fill in why they didn't like the article and also to have the form hidden before they downvote the article. Is this possible?

2. When we had the function setup and redirecting to another page, filling in the form would produce errors or state they need to be logged in for the form to work. Any ideas what we missed?

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Hi, as Alexander Hughes mentioned above, it would be great to have a Help Center feedback form on the actual article page, rather than sending users to a new page/form. The main issues are: 

-The “Please tell us why” link is easy to miss

-Users likely won't take the time to go to another page and fill out an entire form on why the article wasn't helpful. It's just too much work.

-The form itself is called “Submit a Request” which can easily be confused with submitting a request for help rather than simple feedback on an article. 

Please update your article feedback format so it's easier for users to leave feedback with less steps/work. Right now, the only way to accomplish this is by purchasing an app integration like Swifteq that does it for you (like image below). 
 

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