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

43 Comments

  • Madi Ziomek

    I'm also interested in this feature. If an article has poor ratings, I'll update it, but the poor rating remains. This could bias users against reading that article, and may make them mistrust the information in it.

    As for my own tracking for helpfulness data, in Zendesk Insights, it would be useful to be able to see the graph for specific articles instead of the overall Guide helpfulness graph.

    To Rob's point, creating a new article to reset the ratings isn't a good solution because then all links to the old article will break (if a redirects feature existed, that would help).

    4
  • Zac

    I also feel the need for this 😉

    However, I feel that it should be manual. For example, I may simply update an article to edit punctuation - in those cases, I don't want to reset the helpfulness rating.

    The manual ability to reset the rating may, in turn, impact the integrity of the entire rating system. And if users can't trust the ratings, then the appeal of users interacting with the content is eliminated. As a result, it seems best to let it stand as is, or perhaps to have ratings expire after a given period of time (such as a year). If an article is rated very poorly as unhelpful, maybe it's best to archive it and publish a completely overhauled article in its place, and give users an opportunity to speak their mind about it again with a clean slate. This seems similar in function to just "resetting the score", but it preserves the integrity of the rating system by forcing the publisher to go through a few steps to publish brand new content and put it in front of the user.

    There's no perfect solution when it comes to any user-generated content, from articles and comments, all the way down to small details like ratings. I think there are some solutions that work around the limitations we encounter in modifying users' input, and I think that protecting the input of those users is important if we would continue to solicit their feedback.

    3
  • Justin Fain

    Hi Nicole.

    We make revisions and edits to our articles based on the ratings our users provide.  As others have suggested, it would be nice to manually reset the rating score when we've made major changes to a specific article so I can see if the new version is more effective at handling the intended issue.  For example, if an article has an overall rating of -10 (or less) and we overhaul the content, I'd like to reset the score to 0 so I can see if the revised version receives a better response.

    I also agree that I wouldn't want the score to automatically reset any time an article is revised.  We make minor changes to page content (grammatical issues, minor text tweaks, etc...) and I don't need to see the impact of these changes on ratings.

    3
  • Filiph Petzäll

    We'd also would very much like this feature.

    As mentioned before me, we'd use votes to see where we can improve the information (as would be the expected way to use it). Lets say we totally revamp an article with negative votes, the previous voters did not express what they thought about the new page. Which means that those votes would be for one; totally irrelevant for us and customers but mostly it would be very misleading for us when trying to improve our knowledge base!

    Im sorry to say but we cannot understand why this is not a feature as of today.

    3
  • Dylan Miller

    We'd like to see this feature as well. We've revamped entire articles, and the historical votes don't really apply to the new content. We've gotten around it by creating new articles, but we prefer to update an existing article to avoid breaking hyperlinks. 

    3
  • David da Silva Rosa

    Hello, I would like to have this functionality too. Right now it's hard to gauge if an article has been significantly improved. 

    2
  • Jacky Feng

    Yes we would like this feature as well as we are currently revamping our help centre articles. The most relevant article was downvoted in the past and despite our update to make it better, it won't show up at the top due to these past downvotes. Thanks!

    2
  • Kathleen Hunt

    A manual reset of the counter OR a way to have the old article links automatically re-direct to the new, clean article is a must. How else can we see if the changes we've made to the article are actually improving customer satisfaction?

    2
  • Thomas Pettmann

    Hello,

    Any news on this? We're updating old articles and wish to gauge their effectiveness/relevance.

    2
  • Pedro Rodrigues

    +1

    2
  • Tim Shaw

    I agree, would be very useful.

    1
  • MyDeal Admin

    I agree this would be very useful for us as well. However it should be manual because the degree of changes would impact whether it should be reset or not. For example, a minor typo edit or rephrasing shouldn't automatically reset the ratings.

    We feel the main point of ratings is so that the author can gain feedback and make adjustments for the benefit of readers. Once adjustments have been made there should be an option to wipe the slate clean so that new feedback can be gathered on the latest version. Otherwise old ratings would negatively rub off on the updates.

    To make it more transparent a note could be added to the article when it has been updated and the ratings reset.

    1
  • Justin Fain

    I agree.  We would like to use this as well.

    1
  • Matt Dwyer

    Hi, I recently raised this to Zendesk Support. This would also be something my company would be interested in for our help centre. 

    1
  • Tim Shaw

    Please could Zendesk comment and say whether this is something which could/will be implemented?

    1
  • Nicole S.
    Zendesk Community Team

    Hi Tim - 

    We're continuing to collect feedback from users. It may be something we implement in the future, but it has not been decided yet. 

    1
  • Nicole S.
    Zendesk Community Team

    Thanks for your comment, Madeleine.

    1
  • Nicole S.
    Zendesk Community Team

    Thanks for the additional comments, Jacky and Dylan! 

     

    1
  • Sorcha Millican-Nagle

    I agree that it would be useful to reset this, especially if you would like to use relatively the same URL for an article but it has had a significant revamp. 

    1
  • Maria Reyes

    I second Dylan's point. 

     

    Sometimes articles will be linked in other KBA's and it can be missed. 

     

    Resetting the counter can help with this issue! 

    Thank you. 

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Dennis,

    If labels are not being factored into your search results there may be an underlying issue here. I'm going to create a ticket on your behalf and pass this over to our Customer Advocacy team to troubleshoot. You'll receive a follow-up email shortly stating your ticket has been created. I would recommend replying to that email with a couple of example labels as well as the relevant articles that should show up when you complete the search.

    Thanks in advance!

    1
  • Brett Bowser
    Zendesk Community Team

    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!

    1
  • Carlos Garcia

    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.

    1
  • Holden Roy

    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. 

    1
  • Alexia Stemann Dahl Wolfhagen

    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? 


    1
  • Nicole S.
    Zendesk Community Team

    That is a great point, Meghan. Let's see if some other folks feel the need for this, too!

    0
  • Nicole S.
    Zendesk Community Team

    Hey Justin, can you tell us more about your use case? 

    0
  • Nicole S.
    Zendesk Community Team

    Thanks, Justin. 

    0
  • Nicole S.
    Zendesk Community Team

    Hi Thomas - 

    No updates at this time. 

    0
  • Jamie Binning

    I think this would be a good feature to have. I realise you could archive an old article and make a new article but it would be good for making tweaks to existing articles and seeing how they perform. Its just a matter of saving time rather than creating new articles each time, you can just copy and paste everything over and then make tweaks but it just like a lot of effort rather than hitting a re-set button.

    0

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