Help Center - improve 'was this article helpful' and allow user to leave reasons

62 Comments

  • Matt Farrington Smith

    Would love to implement something similar, but provide the user with a selection of emoji to rate the content instead. Anybody ever tried this approach?

    0
  • Benjamin BAUDOUIN

    Hello all, is there a solution , to avoid the amount increasing , if the submited button isn't clicked. Because using this method , the vote sentence increse when the "no" button is clicked not when the submit button is clicked .

    https://support.zendesk.com/hc/en-us/community/posts/245418027/comments/360001472548

    Do you understand what i mean ?

     

    0
  • Jessie Schutz
    Zendesk team member

    Hi Benjamin!

    Let me know if I understand you correctly: when a user clicks the "No/downvote" button, the vote count goes up, and when the "Yes/upvote" button is clicked nothing happens at all? Is that right?

    0
  • Benjamin BAUDOUIN

    Hi Jessie,

     

    I'll try to explain it step by step.

    on october 15TH, i used this method to add comment to negative votes.

    https://support.zendesk.com/hc/en-us/community/posts/245418027/comments/360001472548

    But they wanted then that only connected people could make negative vote and i managed it with handle bar.

    So when we aren't connected we have the ake "No/downvote"when we hover the button no , a tooltip appears , saying that you must be connected to add a negative vote

    on NO button the login/sign in panel appears

    once/if already  connected you still have the "No/downvote" button when a user clicks the "No/downvote" button, the vote count goes up, and the comment form appears.

    and the problem is that if the user leave the page or refresh it , the vote count still we the updated amount ( here 32) even if he hasn't submitted the form.

    So the solution could be that the vote count goes up on the blue sbmit button not on the "No/downvote" button.


     

    I don' t have problems with the "Yes/upvote" button

     

    Do you now understand , I can had the script i used if necessary or give you an url of an article with the vote system, if you need.

    Maybe you have a better solution?

     

     

     

     

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  • Jessie Schutz
    Zendesk team member

    Hi Benjamin!

    Thanks for the detailed description. So what's happening is that if someone votes No, but opts not to leave a comment, the no vote is still being registered. You don't want that to happen. Is that right?

    I'll see if any of our Community Moderators can shed some light on how to change that!

    0
  • Sorcha Millican-Nagle

    I would love to see this feature as well. I don't think you can pitch for knowledge centred support with Guide without supporting an option to see why some articles aren't working. Content cues and all that is great, but how do what users actually need to be changed?

    0
  • Nicole S.
    Zendesk Community Team

    Thanks for the feedback, Sorcha.

    0
  • Scott Bowen

    I removed the voting option from all our articles and set up a poll using Hotjar to get this feedback. It pops up when the user scrolls halfway down the page. I was able to add in some logic to request more details based on their responses. (https://help.grow.com/hc/en-us)

    If this was built into Zendesk that would be great!

    2
  • Nicole S.
    Zendesk Community Team

    Thanks for sharing, Scott. We'll share your desire to see functionality like this built in to the product with the appropriate product managers.

    In the meantime, would you consider writing a community tip with more detail about how to set this up? I think a lot of users would be interested in your workaround. We would be sure to feature your tip in our monthly roundup

    0
  • Matt Farrington Smith

    We trialled the Hotjar approach too Scott - seems to be the only thing that offers this level of functionality right now. Afraid to say it but ZD seems very slow to innovate...

    2
  • Dennis Beltran

    Other Zendesk users like Slack and Clio seem to have hacked/custom coded their own downvote feedback. Their implementation is simple, clean and too the point.

    I suggest the Zendesk Product Team reach out to them and find a way to add the same functionality natively. It will bring so much delight for those of us that don't have the resources to custom code this on our own.

     

    Source: Slack

     

     

    Source: Clio

    5
  • Nicole S.
    Zendesk Community Team

    Hi Dennis -

    Our product team is aware of how customers do these sorts of customizations; the platform was intentionally built such that any customer can customize and extend the platform in the way that best serves their needs. I don't know the details of those specific customers, but it's also possible that our Professional Services team built those customizations or has done one similar. These kinds of customizations can be performed by any customer on an enterprise plan today.

    0
  • Dennis Beltran

    Thanks, Nicole!

    Just wanted to share the same sentiment of others wanting to have this feature built into the product :)

    2
  • Nicole S.
    Zendesk Community Team

    Got it. :) 

    0
  • Rob Meyers

    I would love to see this built in as well.
    It would be a great feature to add a ticket form to an article.

    3
  • Daniel

    +1 Please build this into Guide without us having to adjust the code or go for a hack for workaround solutions.

    It has been 3 years since the feature was first mooted but no update until now..

    6
  • Aswin Kannan

    +100 from my end. We'd love this feature as well. There is no point in having upvote/downvote if you don't know the reason from the actual customer. It is like riding in the dark without directions. Zendesk should really provide a native solution for this basic requirement, and not expect all of us to have resources to spare. If someone come and say "you can use our API", I'm gonna be so pissed, because that's the only ever response Zendesk provide for everything.

    4
  • Jenny

    +1 echoing others' sentiments around having this feature built into the product. 

    0
  • Aswin Kannan

    This would be a super useful addition to the Guide.

    0
  • Josh Keller

    Thanks Chipper Digital for this slick code. Very much appreciated!

    0
  • Lisa Sedlak

    I followed this and am so thrilled that you took the time to share this! 

    However, I received the following error after entering the comment. Can anyone help?

    0
  • Lisa Sedlak

    Also, when I made this live, it does NOT show up for anonymous users. How can I make it show for them? Thanks! 

    0
  • Chipper Digital

    Unfortunately Lisa Sedlak that's a Zendesk limitation. Currently, Zendesk doesn't allow comments on articles if a user is anonymous. Since my method leverages using the comment feature in Zendesk, it's not possible until Zendesk changes that.

    0
  • Lisa Sedlak

    Dang. Can't even code around that? That is frustrating to say the least. 

    0
  • Chipper Digital

    Exactly. That piece of code isn't exposed so I can't manipulate it. If I remember correctly, you might be able to redirect users to a feedback form, but it'll navigate the user away from the page. That was an alternative I was exploring before landing on the solution I shared.

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  • Lisa Sedlak

    Yes, there was a way to link it and treat it as a request (ticket) but what you did was so much prettier! 

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  • Raleigh Godwin

    One of our developers is working on a solution similar to what Slack has - is it possible to store the feedback in Zendesk? Or would we need to build something custom?

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  • Chipper Digital

    Raleigh Godwin The solution I created does store that feedback in Zendesk as a 'private' comment to the article. You can see the solution here: https://support.zendesk.com/hc/en-us/community/posts/245418027/comments/360001472548 Hope that helps!

    0
  • Alejandro Colon

    Nicole S.

    Could we get an official Zendesk response on this?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Alejandro - 

    The product team has not provided any updates on this request. If and when it is something they choose to prioritize, a product manager will update the thread. 

    0

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