Help Center - improve 'was this article helpful' and allow user to leave reasons
Continuously improving the Help Center to make sure it has the content that users are looking for is important to us, and getting actionable data on what content is missing or could be improved is very valuable.
To this end we'd like to collect feedback from users when they read a Help Center article, but didn't find it helpful or what they were looking for (or they spot a mistake, etc), why they didn't find it helpful.
Current implementation of Was this article helpful
The current implementation has limitations:
- user cannot tell us what they where looking for/was missing, they can only vote on 'helpful/not helpful'
- reports on feedback are very basic - stuff like page visits vs. votes vs. time period are missing
Example implementation with reasons
Here is example taken from another site that we shows how the end user experience could be:
Data we'd like to collect
- article name
- article URL/link
- the feedback text
- the user email (optional when leaving feedback, but if provided, would allow us to follow up with that user)
- date and time
- and nice to have: Browser type and IP (in case it might be browser related)
EDIT: When I wrote this feature request, we didn't have anonymous voting. This has since been delivered, so I've updated the request accordingly.
Would love to implement something similar, but provide the user with a selection of emoji to rate the content instead. Anybody ever tried this approach?
Hello all, is there a solution , to avoid the amount increasing , if the submited button isn't clicked. Because using this method , the vote sentence increse when the "no" button is clicked not when the submit button is clicked .
Do you understand what i mean ?
Let me know if I understand you correctly: when a user clicks the "No/downvote" button, the vote count goes up, and when the "Yes/upvote" button is clicked nothing happens at all? Is that right?
I'll try to explain it step by step.
on october 15TH, i used this method to add comment to negative votes.
But they wanted then that only connected people could make negative vote and i managed it with handle bar.
So when we aren't connected we have the ake "No/downvote"when we hover the button no , a tooltip appears , saying that you must be connected to add a negative vote
on NO button the login/sign in panel appears
once/if already connected you still have the "No/downvote" buttonwhen a user clicks the "No/downvote" button, the vote count goes up, and the comment form appears.
and the problem is that if the user leave the page or refresh it , the vote count still we the updated amount ( here 32) even if he hasn't submitted the form.
So the solution could be that the vote count goes up on the blue sbmit button not on the "No/downvote" button.
I don' t have problems with the "Yes/upvote" button
Do you now understand , I can had the script i used if necessary or give you an url of an article with the vote system, if you need.
Maybe you have a better solution?
Thanks for the detailed description. So what's happening is that if someone votes No, but opts not to leave a comment, the no vote is still being registered. You don't want that to happen. Is that right?
I'll see if any of our Community Moderators can shed some light on how to change that!
I would love to see this feature as well. I don't think you can pitch for knowledge centred support with Guide without supporting an option to see why some articles aren't working. Content cues and all that is great, but how do what users actually need to be changed?
Thanks for the feedback, Sorcha.
I removed the voting option from all our articles and set up a poll using Hotjar to get this feedback. It pops up when the user scrolls halfway down the page. I was able to add in some logic to request more details based on their responses. (https://help.grow.com/hc/en-us)
If this was built into Zendesk that would be great!
Thanks for sharing, Scott. We'll share your desire to see functionality like this built in to the product with the appropriate product managers.
In the meantime, would you consider writing a community tip with more detail about how to set this up? I think a lot of users would be interested in your workaround. We would be sure to feature your tip in our monthly roundup
We trialled the Hotjar approach too Scott - seems to be the only thing that offers this level of functionality right now. Afraid to say it but ZD seems very slow to innovate...
Other Zendesk users like Slack and Clio seem to have hacked/custom coded their own downvote feedback. Their implementation is simple, clean and too the point.
I suggest the Zendesk Product Team reach out to them and find a way to add the same functionality natively. It will bring so much delight for those of us that don't have the resources to custom code this on our own.
Hi Dennis -
Our product team is aware of how customers do these sorts of customizations; the platform was intentionally built such that any customer can customize and extend the platform in the way that best serves their needs. I don't know the details of those specific customers, but it's also possible that our Professional Services team built those customizations or has done one similar. These kinds of customizations can be performed by any customer on an enterprise plan today.
Just wanted to share the same sentiment of others wanting to have this feature built into the product :)
Got it. :)
I would love to see this built in as well.
It would be a great feature to add a ticket form to an article.
+1 Please build this into Guide without us having to adjust the code or go for a hack for workaround solutions.
It has been 3 years since the feature was first mooted but no update until now..
+100 from my end. We'd love this feature as well. There is no point in having upvote/downvote if you don't know the reason from the actual customer. It is like riding in the dark without directions. Zendesk should really provide a native solution for this basic requirement, and not expect all of us to have resources to spare. If someone come and say "you can use our API", I'm gonna be so pissed, because that's the only ever response Zendesk provide for everything.
+1 echoing others' sentiments around having this feature built into the product.
This would be a super useful addition to the Guide.
Thanks @... for this slick code. Very much appreciated!
I followed this and am so thrilled that you took the time to share this!
However, I received the following error after entering the comment. Can anyone help?
Also, when I made this live, it does NOT show up for anonymous users. How can I make it show for them? Thanks!
Unfortunately @... that's a Zendesk limitation. Currently, Zendesk doesn't allow comments on articles if a user is anonymous. Since my method leverages using the comment feature in Zendesk, it's not possible until Zendesk changes that.
Dang. Can't even code around that? That is frustrating to say the least.
Exactly. That piece of code isn't exposed so I can't manipulate it. If I remember correctly, you might be able to redirect users to a feedback form, but it'll navigate the user away from the page. That was an alternative I was exploring before landing on the solution I shared.
Yes, there was a way to link it and treat it as a request (ticket) but what you did was so much prettier!
One of our developers is working on a solution similar to what Slack has - is it possible to store the feedback in Zendesk? Or would we need to build something custom?
@... The solution I created does store that feedback in Zendesk as a 'private' comment to the article. You can see the solution here: https://support.zendesk.com/hc/en-us/community/posts/245418027/comments/360001472548 Hope that helps!
Could we get an official Zendesk response on this?
Hi Alejandro -
The product team has not provided any updates on this request. If and when it is something they choose to prioritize, a product manager will update the thread.
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