Request feedback after negative article vote

19 Comments

  • Anton Maslov
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    Hi,

    It would be great to have a hint for those who have no "multiple forms" feature. 

    Is that possible to put this as a comment, or send by email?

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  • Trapta
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    Hi @Anton,

    For those who have no "multiple forms" can simply redirect users to the new_request template by replacing

    ?ticket_form_id=155127

    so that the new piece of code will look like -

    <a href="/hc/en-us/requests/new">Please tell us why?</a>

    Hope this helps.

     

    Cheers

    1
  • Rian Dutra
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    How could I put a select (form) to submit the reason via AJAX as wee can see in the page below?

    https://www.airbnb.com.br/help/article/913/can-i-change-a-reservation-as-a-guest

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  • Emily Knox
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    1. Add a new text field called "Originated Article" - note its ID (31107517 in my example).

    2. Add a new form called "Article Feedback" - note its ID (155127 in my example).

    Can you specify settings for the Field and Form? Or do they not matter?

    For example, I assume I make them editable for the end-user? Does 'Originated Article' need to be the title for agents AND end-users? Do I add the Originated Article field to the Article Feedback form? 

    Thanks!

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  • Selena Johns
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    Step 4 was a little different in my help centre - "article-vote-controls" needed to be changed to "article-votes-controls" in the script. 

    Thanks for the easy to follow steps.

    From a cut-and-paste coder :)

    1
  • Selena Johns
    Comment actions Permalink

    @Emily Knox

    I made my "Originated Article" editable by the end-user and added it to the form. It won't display due to the JavaScript -

    $('.request_custom_fields_360000101915').hide();

    I don't think 'Originated Article' needs to be the title for agents and end-users as all references are to the field ID.

    Hope this helps!

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  • Jessie Schutz
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    Thanks for jumping in to help, Selena!

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  • Emma MacDonald
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    Can someone who has done this tell me where the article comments end up? Do they come in as Zendesk tickets?

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  • Vladan Jovic
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    Hey Emma, just to clarify, do you mean on article comments or feedback on negative voting?

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  • Emma MacDonald
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    Sorry, I mean the feedback on the negative voting. Since this uses a ticket form to collect the feedback, do they come in as tickets? 

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  • Vladan Jovic
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    That is correct, you will see it as tickets. Let us know if any further questions! 

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  • Darren Hua
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    I am not able to get this to work. Do I paste the corresponding CSS on csstyle on the top?

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  • Brett - Community Manager
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    Hi Darren,

    I believe the CSS can go anywhere in the style.css page so that shouldn't be the issue here. My knowledge is rather limited when it comes to custom code but did want to confirm whether or not you tried using article-votes-controls in your script instead of article-vote-controls as mentioned by Selena above. 

    I did some testing on my end in my own account and that appears to have worked for me.

    Hope this helps!

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  • Darren Hua
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    Hi Brett!

     

    Realized there were two lines and not one line of article-vote-controls. But when I changed both lines to article-votes-controls, it works now. Appreciate the help!!

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  • Brett - Community Manager
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    Awesome to hear Darren :)

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  • Nicolas Abdelnour
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    Hi! I'm not sure what you mean by "Add a new text field" and "Add a new form". Where would I do this? Can someone provide guidance on this?

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  • Brett - Community Manager
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    Hi Nicolas,

    You'd need to navigate to Admin>Manage>Ticket Fields/Ticket Forms from within the Support interface to create these fields/forms. More information in the following articles:

    Adding custom fields to your tickets and support request forms

    Managing your ticket forms

    Hope this helps!

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  • Jeremy Robinson
    Comment actions Permalink

    Is there a way to hide this on the agent side for specific groups? They are successful in their processes at this time, and we are wanting to provide a negative article feedback form for continual improvement and adjustments based on article feedback. 

    Ideally, I would like to make this form visible to end users, and the responses go to a specific group (me/my team), and not add any noise or interruptions to the current well-functioning teams that have their processes well defined.

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Jeremy,

    Just to confirm, when a user submits negative feedback after an article vote, does this generate a ticket in your account? Does the subject or description have the same keywords that you could use with a trigger to automatically route these tickets to a group?

    Let me know as I'd be happy to assist with setting up that trigger.

    Thanks!

    0

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