Reset the "Did you find this helpful?" rating for revised articles

42 Comments

  • Dennis Beltran
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    Beyond resetting the votes, are there any plans to add an article feedback window for downvotes?

    I see other companies like Slack and Clio coded their own. I think Zendesk should build it natively. 

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  • Brett - Community Manager
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    Hey Dennis,

    No plans as of yet to add this feedback window. Fortunately I was able to find a community tip that goes over setting this up using some custom code as you mentioned: Request feedback after negative article vote

     

    Let me know if you have any other questions :)

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  • Dennis Beltran
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    Thank you, Brett. 

    I still have yet to hear back from your Customer Advocacy team to troubleshoot our issues with labels not being factored into search results. Just wanted to follow up!

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  • Brett - Community Manager
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    Hey Dennis,

    I can confirm your ticket has been generated and is currently assigned to our Customer Advocacy team here. Looks like they're dealing with a higher than normal ticket volume which would explain why you haven't received a response yet.

    They will follow-up with you as soon as they can to assist further with your search results.

    Cheers!

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  • Carlos Garcia
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    Deleting or resetting votes is useful.  But how about the option to disable "Was this article helpful?" entirely?  We have no use for this at all on our Help Center; having this visible really does little more than deter some other users from reading an article that might have been helpful or useful to them but has been downvoted purely because it was not the answer other users wanted to see.

    It would be really great to be able to simply toggle this off like so many of the other features can be in Guide settings.

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  • Nicole - Community Manager
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    Hi Carlos -

    If you're on Guide Professional or above, you can remove the "Was this article Helpful" voting by commenting it out in the code.

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  • Tami Settergren
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    I'd like this feature, too. 

    In the meantime, I'd like to use the API command that Brett pointed to:

    curl https://{subdomain}.zendesk.com/api/v2/help_center/votes/{id}.json \
      -v -u {email_address}:{password} -X DELETE

    What do I enter for "{id}.json"? I tried "115009336668/articles.json", where the number is the ID for an article, but it's not working. I get back "{"error":"InvalidEndpoint","description":"Not found"}*"

    I've successfully used other API commands, so the other variables in my command should be ok.

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  • Holden Roy
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    Hi there, I also think this feature would be helpful.


    We have some very negatively rated articles, I fear that this may impact how others vote on the article.

    We are doing substantial changes to test out brand new formats and things like this.


    Being able to reset the counter would give us an unbiased look at this particular version of the article's performance.

    Creating a new article isn't a solution since many different places in our ecosystem link to different articles.

    Anyhow, adding that would be cool. 

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  • Jeremy Robinson
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    We would see great benefits from being able to reset the vote counts as well. Because we are doing a major overhaul and reintroduction of our HC Knowledge Content(following KCS methodologies as well), visual upgrades and usability, and Community becoming generally available for a fall rollout to our customers, we want to start with a clean slate. Count Reset capabilities would prevent the need for using the following options we currently have:

    1. Hide it (not ideal) as it doesn't allow users to cast their vote and allow us to iterate, improve, and respond to feedback received. This is only beneficial if we have a very large and disproportionate amount of no votes compared to yes votes.  Hiding/archiving will allow us to go back to the drawing board if needed.

    2. Recreate the articles - The biggest flaws of this process are that we would have to recreate the content, which is a heavy manual task when you have hundreds of articles. Additionally, we then have to relink them to the appropriate categories/sections to maintain proper visibility. To cap it off, we then have to introduce a lot of JS redirects so that the old article URLs point to the new article pages, so that customers don't wind up at a 404 dead end or creating a support ticket because the link they had bookmarked for reuse is no longer accessible. 

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  • Alexia Stemann Dahl Wolfhagen
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    Once again, everything seems to be quite a hassle with Zendesk. Is there any reason not to give your users the option to reset votes?

    Why? 
    It's difficult to measure improvements in articles when they are already downvoted?

    Why not just create a new article? 
    Not an option, all old links, and macros referring to this article will break.  

    What is the gain for Zendesk to set up all sorts of limitations for your users, instead of listening to your community feedback? 


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  • Nicole - Community Manager
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    Hi Alexia - 

    Thank you for sharing your feedback. The intention is never to set up limitations, however, it's impossible to build for every need and use-case when developing the product. 

    Product managers do follow these conversations, and take the feedback into account during roadmap planning cycles. If and when this request is determined to be high priority amongst all of the asks the team has received, we'll be sure to update you here. 

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  • Sara Read
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    +1 on this feature! This metric is useless after an article has been updated. My team would be happy with an API to do this; it doesn't necessarily need to be in-app.

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