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



Posted Jan 17, 2018

It would be great if there was a way to reset the "did you find this helpful" rating for articles.

When we edit an article because it has a low helpfulness rating, it would be nice to be able to reset the rating going forward.


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Hi everyone -

Thanks Sorin Alupoaie, that sounds great and I hope that will prove useful to some of the users who've commented here.

I've spoken with our product team, and aside from Sorin's app's planned functionality, the only other way to deal with this would be via our API, as mentioned in Brett's earlier comment here

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Great news! The ability to reset article votes is now available in the the Help Center Manager app

In just a few clicks, you can remove the "Did you find this helpful?" ratings from individual articles, selected articles or even the entire help center. No API calls, no custom development needed.

The app has a free 14-day trial - start by signing up here.

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Hi, is there an update on this?  I echo the other customers in needing this feature.  When we overhaul articles we have to track the pre/post manually.

Is this something Zendesk will be adding natively to your platform?

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Hi Brett.  Ive seen several threads centered around this issue and dating back to 2018/2019.  Its now 2022; has this functionality been added natively to Zendesk?  If not, was is the planned roadmap to get there.  I would assume not all organizations have the expertise to delete votes through the API.   

Other than the 3rd party app, is this feature something that customers can expect to be added in the short term?  Or is it already live and Im just missing it?

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Kasper Sørensen

Zendesk Product Manager

Hi Nathan Watts

To answer your question: The ability to delete votes is only available via the API (or third party tools that use the API). We currently don't have a timeline for when it might be possible to do this via the Zendesk UI. Our roadmap has several other prioritized items that we are focusing on at the moment.

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We also need this feature. When a poorly ratet article is revised we would need to restart the ratings.

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Not having the possibility to reset rated articles really beats the purpose of the whole functionality...

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+1  We would use it for sure.  Resetting the counters after a significant revision is relevant.

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Drew Martinez

Zendesk Luminary

Instead of creating new articles, we edit our articles in order to avoid link breaks from our CRM team or in our app. It also makes sense that you're able to use that reporting to compare how a previous version has done without having to keep track of what the votes were before to now. Please add this feature.

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Sorry, but—this is ridiculous. 

How shall a company improve their quality of content if there is no measurable effect on KPIs? 

You really need to add a “reset” function by default; that is really a minimum maintenance requirement for every knowledge management department.
 

It would be fine as well to offer an API/code option, but “no way” is, in my opinion, no option.

Please fix that.

EDIT: Saw the mention of the API option, but a simple additional function would be important. 

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