Allow users to vote on helpfulness of forum articles without being logged in

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33 Comments

  • Phill Mogridge
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    We would also find this very useful as we make use of the forum articles but don't actually run a Zendesk that requires users to log in anywhere

    5
  • Mai
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    Yes!  It seems completely ridiculous that no one can vote on an article without logging in first.  You can track browser sessions, IP addresses and other things to determine whether someone is just trying to boost their ratings.

    As a company it provides very little value to us if only logged in users can upvote.

    6
  • Caitlin Williams
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    I would be keen to hear an update on this request. Like the users above, we don't require people to sign in to view the thought content on the system. To force them to sign in to say something was helpful (when we don't need to capture their names etc) is a limitation with this service. 

    Could you please let me know if this is on the roadmap?

    3
  • Christian Colding
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    Hey Caitlin (et al),

    This is not currently on the roadmap as we are focusing on other things. I do understand the use cases though, so it might be something we change in the future.

    I hope that answers your question.

    -4
  • Sjoerd Huisman
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    I'm not sure if this is a good feature request. non-customers should not be able to vote for feature request. This could disturb the wishes of real customers.

    Vote -1

    -3
  • Christian Colding
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    Hi Sjoerd,

    That is definitely some of the problems we are seeing, which is why it's not something we want to do anytime soon. We also want to show who has voted for a certain post, which wouldn't be possible if anonymous voting was allowed.

    It might be a setting that each of you could set on your Help Center, but there are definitely some complexities we need to work out before implementing this.

    -2
  • Caitlin Williams
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    I think this very much depends on the content the voting rights are attached to. If it is just an FAQ then you shouldn't need to sign in. I think Christian's idea of it being a setting you can customise to meet the various client needs is a good one.

    1
  • Vladan Jovic
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    Zendeskers,

    Please give admins the option to choose what is best for their knowledge base .... I want on my knowledge base option that anonymous is able to vote. We are not children that Zendesk speaks what is best for us. Your job is to provide us with options, up to us to choose what best suits for everyone.
    It's very simple. :)

    8
  • Alexander
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    I, too, want to solicit votes from anonymous users. Please don't try to convince me that that isn't actually something I want.

    2
  • Roy Kramer
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    Just as Caitlin says if you use it like we do and only use it as FAQ it's ridiculous if people need to sign in. Actually it pretty weird that Zendesk does't offer this option and seems a little short sighted on this underestimated the value for FAQ users.

    I hope it will be added to Zendesk's radmap soon!

     

     

    1
  • Charles Walton (Charley)
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    We'd love this feature as well. Sorta strange that users can submit tickets anonymously, but not rate articles.

    3
  • Joshua Bentley
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    I would like to case my vote for this feature as well: make it possible for a user that is not logged into our Help Center to use the Thumbs Up or Thumbs Down buttons. We do not require a login to our Help Center but we would still like to be able to report on which articles are useful for our users.

    I understand this is not currently allowed to cut down on spammers, but it would be nice to see an option for allowing this. Let me determine whether I want to deal with the spammers or not. :)

    3
  • Margo Clay
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    I agree. The option is needed so companies can decide what is best for their customers.

    0
  • Karen Schneider
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    I would like the option to allow my users to vote on articles without being logged in. We just started ZenDesk 1.5 months ago. NOT A SINGLE person has rated an article. Our users very rarely log in and they clearly aren't going to create an account to do so.

    ZenDesk - you need to provide more flexibility to accommodate the different needs of your different clients.

    2
  • Pierre
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    We also need this. Very important. Please make it a Setting for your Zendesk clients!

    2
  • Paul Lawrence
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    Hi,

    I would like to see Zendesk offer the ability to turn on or turn off required login for end users especially when it comes to rating articles also.

     

    My account manages helpdesk tickets for educators(teachers,principals), not for the general public. We provide guidance for web application use, data submissions and data reporting.

    2
  • Jamie Bradnam
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    We really need to ability to assess the effectiveness of our answers through voting and do not want the restrictions of users having to sign in to do so.

    There must be a user case where customers do not need to submit a ticket but use the knowledge base to find their answers. If they successfully find an answer without needing to submit a ticket we want to know about it. We currently cannot.

    Please update me when this is on the roadmap.

    2
  • Guillermo Maquieira
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    I agree on previous comments, and also need to know if this feature (which is already developed) will be released (not even any further develop) for non-logged users or not.

    Same concern has been raised on another thread: https://support.zendesk.com/hc/en-us/community/posts/203420086-Mark-Was-this-article-helpful-without-login

    After doing some research, I found out that article voting as an anonymous users exists on Foursquare's Help Center: https://support.foursquare.com/hc/en-us/articles/201015194-What-is-Foursquare-

     

     

    I think that this is a custom that was done from Zendesk to Foursqaure, so we would also like to have this feature on having anonymous voting on articles.

    Hopefully, we can get a proper response to our needs, rather than trying to develop our own "Was this article helpful?" feature which does not make any logic at all (if this happens I'd share our solution).

    Please update me about this, also regarding why this feature exists for some clients (Foursquare) but not for all of us. 

    1
  • Christian Colding
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    Hi Guillermo,

    While Foursquare does indeed have the voting when you are not logged in, it doesn't actually record anything when you click, so it looks to be purely cosmetic. This fits with the fact that we currently don't support anonymous votes - not even on an API level.

    Unfortunately we do not have a new update. My comment from January 21 2015 still holds true and as we are currently focusing on other things we have yet to implement this. As mentioned in my previous comment and as you can see from my previous comment we still have issues to resolve, which is why this is not purely allowing anonymous users to vote, but also how that is controlled by each account.

    -1
  • Guillermo Maquieira
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    Christian,

    Thanks for your quick response.

    I also thought that Foursquare anonymous voting feature was strange, but maybe they store those positive or negative values on thier backend storage.

    Hoping that anonymous voting feature could be available in some specific cases (thought ourselves as testing candidates or even releasing that feature for non-logged in users on our instances) but even though it spent almost a year and a half, I understand your reasons.

    As we want this feature for our Help Centers, we will try our own implementation by creating a 'votes' custom value where each vote can be stored, by using Zendesk API (Articles endpoint) and try to reproduce how it works.

    Maybe, in the near future, we can share our results on this.

    Cheers,

    1
  • Denise Hogarth
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    I would also find it extremely helpful for anonymous users to have the ability to vote on an article.  The majority of the articles in our Help Center are “how-to’s” and training material.  Our clients log into our software and can access the help desk using the support button or a link that takes them directly to the Help Center.  We do not require our clients to log into Zendesk, nor should they have to.  The Help Center should not look or feel like a separate program.   

    I understand this is not a priority and there are issue that need to be worked out before this could implemented, so I ask for a compromise.  If there are no intentions to give voting permissions to anonymous user any time soon, can you at least remove the option from their view?  This will help to eliminate confusion and reduce the number of phone calls my help desk receives.

    1
  • OliviaBasileo
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    I would also like the option to let users Upvote or Downvote articles without needing to sign in. We don't want customers to need to log in at all to use our Help Center and have removed the log in option, but they will still be prompted to log in if they try to rate an article. It's preventing us from getting feedback and confusing them when they are taken out of the article, to the homepage, with a login pop up.

    Would really like to see this functionality!!

    0
  • Romain Moreau
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    Same here. We really need this.

    0
  • Artem Pronevskiy
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    Hi there,

    Yes, we need it too. Thanks in advance!

    0
  • 土屋
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    We need this feature too.

    0
  • Анна
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    We really need this. Please, make this function.

    0
  • Elif Ahmetoglu
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    Hi there,

    We need this feature as well.

    Elif

    0
  • Pascal Tremblay
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    Upvoted. In terms of UX it's very weird for users to see a login window after voting an article. We currently have the voting feature in but we're considering removing it as voting now is a broken feature in our view. No one will make an account or login just to vote on if they liked an article. It's a feature that should be quick and easy to use!

    0
  • Emilio Trench
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    totally agree with other folks here. it makes no sense to require a log in for a simple "Was this article useful" type of thing.

    0
  • Charlie
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    Here is another example of a knowledge base that doesn't require logging in to give feedback, and also gives an area where people can write in their valuable comments. It is really crazy that Zendesk doesn't have something like this - it's probably one of the most important features of a knowledge base, surely.http://kb.mailchimp.com/lists/signup-forms/understanding-the-double-opt-in-process
    Here is another: https://get.slack.help/hc/en-us/articles/214908388
    In fact, I haven't found a knowledge base yet that does require you to login.

    1

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