Positive and negative vote count

8 Comments

  • Aubree
    Zendesk Customer Care

    Hi Wladimir,

    Our apologies if you've found this confusing. As per this article: Metrics and Attributes for Zendesk Guide, the "Article Votes metric" is the average number of votes for your articles. Votes currently reflect the sum of upvotes and downvotes. 

    On your given example, you have an article that says:
    96 of 393 people found it helpful, which means 96 found the article helpful, while the remaining 297 visitors did not. The sum between 96 (positive) and 297 (negative) is -201. That being said, the Average vote will show as -201. 

    At the moment, I'm afraid, there isn't a way to report on the actual upvotes and downvotes per article, and as per checking with our team, this is something that we are already taking into consideration for our product roadmap.

    For now, you can use our API to list all votes cast by a given user, or all votes cast by all users for a given article, article comment, post, or post comment.

    GET /api/v2/help_center/{locale}/articles/{article_id}/votes

    Your team can export the JSON data and convert it into a CSV file so you can see the actual upvotes and downvotes through a spreadsheet.

    I hope that helps! 

     

     

    1
  • Wlad

    Thank you @...
    It is not an ideal solution but the explanation helps.

    0
  • Dawn Griffin

    Can I change or reset the vote count?  If I have changed an article I only want to see the counts since the update, not all of the votes since the article was created. 

    1
  • Dane
    Zendesk Engineering

    Dawn Griffin,

    As it turns out, we don't have a native feature to directly clear votes. However, if you have someone in your org who can work with APIs, you can refer to our Delete Votes API to achieve your goal.

    0
  • Dawn Griffin

    Deleting the votes using the API does not change the Article Votes value in the Explore / Knowledge Base / Article Title.   

    Also, deleted and creating a totally new Article with the same name does not change the Article Votes value in the Explore. This creates another fault, having an Article with no name listed in the Explore and showing a value for Views.  Information that is not useful.

    So the Explore is not showing the same data that can be extracted using the API.

    0
  • Dane
    Zendesk Engineering

    Dawn Griffin,

    I have tested it on my end and it was indeed deleted. 

    Here is the previous vote count of my test article:

    I have used the API to delete one vote and it now shows this value:

    If you are still getting a different result, please contact support directly and we'll look into it further. 

    0
  • Dawn Griffin

    I have edited my previous post as I was using the wrong word. 

    I'm not seeing the changes in Explore (I had said the Guide).

    0
  • Hana Vrábelová

    Hi Aubree,

    I have been reading through the API you have mentioned, but I was unable to find the "all votes cast by a given user" one. Could you please direct me to where I could find that one?

    Thanks in advance! 

    0

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