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

43 Comments

  • Dennis Beltran

    +1 here! It would be great to be able to reset once an article is edited.

    We have also just found that article vote percentage heavily affects our search results in our Help Center. Labels don't seem to influence it at all and we are not understanding why only articles votes affect the order.

    Anyone else having this issue?

    0
  • Rob Stevens

    Chiming in with another request for this. We follow a KCS methodology, and iterating on content is an important part of that process. As we start deep linking to content in our platform, in emails, etc, it's important to keep the links intact, but when we make major revisions, we want to reset the vote counter to make sure we're getting a gauge on if the content is better at answering questions or not.

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  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing Rob!

    While this isn't possible natively you can use the API to delete votes as mentioned in our API documentation.

    Most likely you'll need to create a script to pull all the votes from an article and then use the ID's you've retrieved to delete those votes.

    I realize there's a need for this functionality natively but did want to follow-up and provide the API as a workaround in the meantime.

    Thanks again!

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  • Dennis Beltran

    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. 

    0
  • Brett Bowser
    Zendesk Community Team

    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 :)

    0
  • Dennis Beltran

    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!

    0
  • Nicole S.
    Zendesk Community Team

    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.

    0
  • Tami Settergren

    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.

    0
  • Jeremy Robinson
    Community Moderator

    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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  • Nicole S.
    Zendesk Community Team

    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

    +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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  • Justin Dudek

    Would also appreciate this feature!

    If I'm forced to re-make an article, this disrupts any place we link to said article - including in our company mobile app, which our developers will never agree to update so regularly.

    Without this feature, now I'm forced to configure an entire web of 301/302 redirects so we can update just the Zendesk URL, without changing what our other properties reference as the redirect URL.

    Not at all convenient or time-saving, but I really want to know how our articles perform with each big update.

    +1 for this.

    Cheers,

    0
  • Rob Reeve

    Wouldn't creating a whole new article solve this issue? If you're doing significant rewrites and also want to start over with a zero rating, why edit the old one? Deactivate it and start from scratch.

    -2

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