Positive and negative vote countAnswered
Is there any way I can keep track of positive and negative votes of articles?
It is still a bit confusing for me how it is calculated even though I have seen the article that explains it.
For example, I have an article that says:
96 of 393 people found it helpful.
In Zendesk Explore it shows me -200 as avg(vote) not even a sum or count.
How can I calculate the amount of positive and negative votes even if manually?
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.
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!
Thank you @....
It is not an ideal solution but the explanation helps.
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.
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.
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.
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.
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).
I have three suggestions for votes overall:
- Allow us to filter votes by date intervals (not just as an all-time count)
- Separate upvotes and downvotes
- Provide a feedback % (Avg votes doesn't mean a whole lot to us in its current state with a negative / positive score)
Use case: I just revised an article, and now I want to track its performance by votes received from the date of the revisions to today's date. Currently, I have to manually keep track of how many votes come in since I can't filter by date in Explore. Then I do the math to get the feedback % (not a math person!) Would save time to have this data already available.
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