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Request feedback after negative article vote



Posted Apr 13, 2017

We have found a nice way of handling user feedback on negative votes - here it goes:

1. Add a new text field called "Originated Article" - note its ID (31107517 in my example).

2. Add a new form called "Article Feedback" - note its ID (155127 in my example).

3. Edit your theme, and the Article page HTML section add the following code after the article-vote-controls div (change the form ID, and the text to your liking):

<div class="negative-followup__c">
<p>We're sorry to hear that!</p>
<a href="/hc/en-us/requests/new?ticket_form_id=155127">Please tell us why.</a>
</div>

Add the following corresponding CSS:

/* ---- negative followup ----------- */
.negative-followup__c {
display: none;
border: 1px;
border-color: #ccc;
border-style: solid;
padding: 10px;
margin: 18px 0px;
width: 50%;
text-align: center;
background: #ccc;
}

4. Add the following script to the same Article page tab, right in the beginning:

<script>
$( document ).ready(function() {
$('.article-vote-controls').on('click',function(){
setTimeout(function(){
if ($('.article-vote-controls>a[title="No"]').attr('aria-selected')=='true') {
$('.negative-followup__c').show(500);
} else {
$('.negative-followup__c').hide(150);
}
},600);
});
});
</script>

This will bind the "click" actions on the voting buttons and show/hide the negative-feedback section.

5. Add the following script tag to the New-Requests page, right at the top. change the field ID from step 1:

<script>
$( document ).ready(function() {
$('#request_custom_fields_31107517').val(document.referrer)
$('.request_custom_fields_31107517').hide();
})
</script>

It will populate this field with the URL of the origin article, and hide it from the end user (you can omit the "hide" action so it will be visible to and editable by the user - up to you).

6. Publish all, and you are done.
Your users will see the originated article info on their request page.

 

One user's modifications

Zendesk note: These modifications were submitted by Morgan King.

I actually got it to work by adjusting the reference points. All I changed was the Article page. I wanted to do some different styling.

 

At the top of the Article page I added:

<script language="JavaScript">
function toggletext(cid)
{
if ( document.getElementById(cid).style.display == "none" )
{
document.getElementById(cid).style.display = "block";
}
else
{
document.getElementById(cid).style.display = "none";
};
}
</script>

 

Then for my 'No' vote I put: 

<p style="display:inline-block" onclick="toggletext('mytext')">{{vote 'down' class='article-vote-down' selected_class='article-voted' role='button'}}</p>

 

Then where I wanted the prompt to appear I put:

<div id="mytext" style="display: none;">
<a target="_blank" style="border:0" class="enhancement" href="/hc/en-us/requests/new#feedback"><div style="margin-top:-30px" class="enhancement">I'd Like to Submit Feedback</div></a><br /></div>

 

Also, I opted out of doing the case linking because it also did not seem to be working so I added the field to my support form to prompt people instead.


2

30

30 comments

Hi,

It would be great to have a hint for those who have no "multiple forms" feature. 

Is that possible to put this as a comment, or send by email?

0


image avatar

Trapta Singh

Zendesk LuminaryCommunity Moderator

Hi @Anton,

For those who have no "multiple forms" can simply redirect users to the new_request template by replacing

?ticket_form_id=155127

so that the new piece of code will look like -

<a href="/hc/en-us/requests/new">Please tell us why?</a>

Hope this helps.

 

Cheers

0


How could I put a select (form) to submit the reason via AJAX as wee can see in the page below?

https://www.airbnb.com.br/help/article/913/can-i-change-a-reservation-as-a-guest

1


1. Add a new text field called "Originated Article" - note its ID (31107517 in my example).

2. Add a new form called "Article Feedback" - note its ID (155127 in my example).

Can you specify settings for the Field and Form? Or do they not matter?

For example, I assume I make them editable for the end-user? Does 'Originated Article' need to be the title for agents AND end-users? Do I add the Originated Article field to the Article Feedback form? 

Thanks!

0


Step 4 was a little different in my help centre - "article-vote-controls" needed to be changed to "article-votes-controls" in the script. 

Thanks for the easy to follow steps.

From a cut-and-paste coder :)

0


@Emily Knox

I made my "Originated Article" editable by the end-user and added it to the form. It won't display due to the JavaScript -

$('.request_custom_fields_360000101915').hide();

I don't think 'Originated Article' needs to be the title for agents and end-users as all references are to the field ID.

Hope this helps!

0


image avatar

Jessie Schutz

Zendesk Customer Care

Thanks for jumping in to help, Selena!

0


Can someone who has done this tell me where the article comments end up? Do they come in as Zendesk tickets?

0


image avatar

Vlad

The Wise One - 2022Community Moderator

Hey Emma, just to clarify, do you mean on article comments or feedback on negative voting?

0


Sorry, I mean the feedback on the negative voting. Since this uses a ticket form to collect the feedback, do they come in as tickets? 

0


image avatar

Vlad

The Wise One - 2022Community Moderator

That is correct, you will see it as tickets. Let us know if any further questions! 

0


I am not able to get this to work. Do I paste the corresponding CSS on csstyle on the top?

0


image avatar

Brett Bowser

Zendesk Community Manager

Hi Darren,

I believe the CSS can go anywhere in the style.css page so that shouldn't be the issue here. My knowledge is rather limited when it comes to custom code but did want to confirm whether or not you tried using article-votes-controls in your script instead of article-vote-controls as mentioned by Selena above. 

I did some testing on my end in my own account and that appears to have worked for me.

Hope this helps!

0


Hi Brett!

 

Realized there were two lines and not one line of article-vote-controls. But when I changed both lines to article-votes-controls, it works now. Appreciate the help!!

0


image avatar

Brett Bowser

Zendesk Community Manager

Awesome to hear Darren :)

0


Hi! I'm not sure what you mean by "Add a new text field" and "Add a new form". Where would I do this? Can someone provide guidance on this?

0


image avatar

Brett Bowser

Zendesk Community Manager

Hi Nicolas,

You'd need to navigate to Admin>Manage>Ticket Fields/Ticket Forms from within the Support interface to create these fields/forms. More information in the following articles:

Adding custom fields to your tickets and support request forms

Managing your ticket forms

Hope this helps!

0


Is there a way to hide this on the agent side for specific groups? They are successful in their processes at this time, and we are wanting to provide a negative article feedback form for continual improvement and adjustments based on article feedback. 

Ideally, I would like to make this form visible to end users, and the responses go to a specific group (me/my team), and not add any noise or interruptions to the current well-functioning teams that have their processes well defined.

0


image avatar

Brett Bowser

Zendesk Community Manager

Hey Jeremy,

Just to confirm, when a user submits negative feedback after an article vote, does this generate a ticket in your account? Does the subject or description have the same keywords that you could use with a trigger to automatically route these tickets to a group?

Let me know as I'd be happy to assist with setting up that trigger.

Thanks!

0


@...

Thanks for following up. It does generate a ticket in our account, and I can use a trigger to automate the delivery to my team. The pitfall I am seeing is that our Support agents see the form as a dropdown selection when working tickets in Zendesk on the agent side, so it creates a layer of confusion or extra steps when they utilize or update with the form field values for tickets being worked. 

I think we found a way around it in the meantime to make it easiest on our peers. Thanks!

0


image avatar

Brett Bowser

Zendesk Community Manager

Appreciate the additional information Jeremy :)

Glad you were able to find a workaround!

0


Hello everyone!

Thank you Tal for this step by step explanation!

I managed to make it work by also changing a little thing in step 4 (I put false instead of true, which seems a little counter-intuitive, anyone would have an idea why I had to do this?)

if ($('.article-vote-controls>a[title="No"]').attr('aria-selected')=='false') {

 

Selena's advice of putting article-votes-controls instead of article-vote-controls was not working for me :s

Thank you!

0


This is awesome and wish it was just a built in feature. I do have one little bug. I have to click NO twice before the pop up button shows up. Any idea what could cause this?

1


Hey! Amazing workaround thanks!! This will help me a lot! 

I have a question : Where the feedback generated with the workaround code for the not useful votes will go? Are thy going to a special que? 

I would like to implement this code but I need to be sure about the address of the feedback because I don't want to mess around with actual ticket system we are using. I guess is possible to customize the tickets using specific tags and redirect them to a specific que but we don't want receive these feedback in the general support que. 

Also, If I used this code it's gonna reflect in all articles we have in our help center right? 

Thank you!

Best, 

 

 

1


image avatar

Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Hi Freyja,

The feedback submitted creates a ticket; using this recipe, you're creating custom fields and a new form for users. You will want to add a trigger to route these tickets to the right queue. The address of the feedback would be the same default support email you use.

 

0


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

Hi all

I thought it might be of interest that we have put together a recipe for how you can prompt for feedback on downvotes using theme customization inspired by this and other great user submitted solutions. Thanks!

I hope it helps and we are as always very keen to hear from you if you think it can be improved.

0


Hi everyone

Does anyone know how I can create a trigger to email notify me when an article is down voted and when an article suggested by Answer Bot is marked not helpful? 

Thank You 

0


image avatar

Harper Dane

Zendesk Luminary

I put in a feature request to gather "unhelpful" vote feedback here: https://support.zendesk.com/hc/en-us/community/posts/6394025289498

Hopefully everyone else here looking for a solution like I was will take a second to go add their vote for this feature to be added natively to Guide. :) 

2


image avatar

Shawna James

Community Product Feedback Specialist

Thank you for your feedback here Harper and for creating that feedback post. We appreciate you taking the time to share your thoughts with us!

0


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