Add article voting capability to help articles served in the web widget and Knowledge app
Please add the ability for voting on help center articles served within the Zendesk web widget and the Knowledge app of the Agent Workspace.
Business impact: We want to get feedback from our customers and agents on articles. The rating system is super easy! Our external customers are authenticated and served articles only through our web widget. There is no mechanism for article feedback there besides opening a ticket. This adds time/frustration to the customer and cost to our organization to solve extra tickets. For our support agents, they would have to traverse from Knowledge in the agent workspace to the help center to then vote on an article. This also adds time, frustration, and cost.
Current workaround: Customers need to open a ticket or chat to provide feedback on articles. Support agents have to swivel applications to provide thumbs up or down on an article or open a ticket.
What we'd have instead: A placeholder or toggle that could be controlled by an admin, to turn on article voting in each of the different channels.
Thanks for considering this request!