Request feedback after negative article vote

17 댓글

  • Anton Maslov

    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
  • Trapta

    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

    1
  • Rian Dutra

    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

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  • Emily Knox

    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!

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  • Selena Johns

    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 :)

    1
  • Selena Johns

    @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!

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  • Jessie Schutz

    Thanks for jumping in to help, Selena!

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  • Emma MacDonald

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

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  • Vladan Jovic

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

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  • Emma MacDonald

    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? 

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  • Vladan Jovic

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

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  • Darren Hua

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

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  • Brett - 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!

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  • Darren Hua

    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!!

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  • Brett - Community Manager

    Awesome to hear Darren :)

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  • Nicolas Abdelnour

    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?

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  • Brett - 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

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