Customize Article Vote Counts & Gather "Unhelpful" Vote Feedback

12 Comentarios

  • Ariane Mercado

    1 +++ to everything said here. We have a lot of the same struggles that Harper mentioned above, especially Problem 2. 

    4
  • sorin

    This is great feedback, and that is why I build the Help Center Analytics app as an add-on to Zendesk Guide.

    It helps you build a help center powered by actual customer feedback. In few easy steps you can install a feedback form that integrates with the native voting system in Zendesk. Then you can track the feedback in app and (optionally) convert it to tickets in Zendesk. 

    -1
  • Cheeny Aban
    Zendesk Customer Care
    Hi Harper, 

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
    0
  • Harper Dane
    Zendesk Luminary

    sorin This app looks interesting and I appreciate that you've developed a solution to this problem. I'll check it out.

    That said, Zendesk customers should not have to resort to paid 3rd-party apps to make an existing native feature useful/actionable. Data collection without a purpose in mind can only ever generate junk data, and that's the unfortunate situation Guide customers find themselves in with current state.

    5
  • Anastasia Kachanova

    + 1, completely agree with the feedback provided by Harper. We as Zendesk users should be able to use native Zendesk functionality connected to the reporting in Explore. 

    6
  • Atanas Tomov

    +1 definitely. It is great to have more control over how vote is displayed without having the need of third party solutions.

    5
  • Mateusz Gamroth

    Hello Harper Dane, I had the same issue - but I was following this article to be able to activate submit a request after an article downvote:


    https://support.zendesk.com/hc/en-us/articles/5031162785434-Guide-recipe-Requesting-feedback-for-article-downvotes

    Had many steps and failures in the beginning, but James was super helpful to get this resolved.

    However I also strongly believe we should have an option to have this out of the box :)

    0
  • Harper Dane
    Zendesk Luminary

    I had the same issue - but I was following this article to be able to activate submit a request after an article downvote: https://support.zendesk.com/hc/en-us/articles/5031162785434-Guide-recipe-Requesting-feedback-for-article-downvotes 

    I spent several days trying to get the scripting from that solution to work, but I couldn't fix it. ZD support won't assist with fixing it, saying it is out of scope despite the fact that the solution post was put out by their own documentation team. 

    0
  • Mateusz Gamroth

    Harper Dane You can try commenting on the article and tagging the owner, James, that helped me. He was super helpful and responsive. I know it's not ideal :(

    1
  • Edward Teach

    Hey Harper Dane

    I just posted a new way to do this; you can check it out: https://support.zendesk.com/hc/en-us/community/posts/6485027590426-Guide-Tip-New-way-to-request-feedback-for-article-downvotes

    2
  • Harper Dane
    Zendesk Luminary

    Thanks so much for this, Edward Teach. Seems like exactly what I was looking for. I'll give it a try!

    0
  • Edward Teach

    You can let me know if you run into issues, happy to help!

    0

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