Help Center - improve 'was this article helpful' and allow user to leave reasons

66 댓글

  • Stephen Belleau

    John hit the nail on the head - that's exactly what we would like to see as well.

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  • Stephanie Petersen

    Hi Nicole,

    John is perfectly captured the issue for us here. The up votes or down votes on articles are currently not useful data to us to use to improve any articles. We have no feedback from an up or down vote that will allow us to improve an article in any way.

    As an example, our help center is a public facing tool that provides documentation, tutorials and troubleshooting information for a particular line of consumer electronic products. One of those products has an activation process to use the device following purchase. There is one help center article that describes how that process works, why its required and what to do if the user needs help. This article regularly gets many down votes. With the current system, we are spinning a lot of cycles on revisions based on pure guesses as to why the article may be down voted so often. 

    Are our customers having trouble executing the activation process with the instructions provided? Do the customers not like the activation code process in general or find it difficult to execute? Would they rather see a quick video on how this process works and do not want to read the instructions? Are customers that are coming to this article ones who have missing or incorrect activation codes and they aren't getting the help on this page to get their devices activated? Or, are the down votes resulting from units that are stolen and cannot be activated?

    In addition to the collection of feedback for the up or down vote, we would like the ability to hide the up or down votes on specific articles. This would be specifically useful in cases like the article I mentioned above, where we may determine over a period time collecting this feedback that the down votes are the result of frustrated users trying to obtain activation codes without purchase.

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  • Sean Needham

    We would also find this feature very useful!

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  • John Meyers

    I'll second Nicole's suggestion to be able to manually hide/disable the voting on any given article.  I'd actually love to take this a step further and add this option at the Help Center level (apply voting on/off to all articles), the category level (apply to all within category), the section level (apply to all within section), and the article level. 

    Managing this individually for every article would be cumbersome, but having the highest level group setting inherit to the children groups would make it really easy to handle while still giving you all the control you needed.  I'd suggest adding a "vote" column with a status indicator on the Guide admin page to show whether an article is inheriting the flag from a parent or it's been set manually for that article.

    Hope that makes sense!

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  • Yeny Rubiano

    Any news about this useful improvement? :)

     

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  • Nicole Saunders
    Zendesk Community Team

    Thanks for the detailed responses, all. I'll ping the product team to see if they have any updates. 

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  • Jenna G.

    We would love this feature as well! Has there been any progress on implementing the ability to add comments or feedback with an up or down vote for articles?

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  • Yeny Rubiano

    Hello all, we were able to accomplish this feature using the code provided above. Thank you very much Chipper!

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  • Chipper Digital

    Thanks, Yeny! I use that too for my site now so it's good to see it work for others. 

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  • Benjamin BAUDOUIN

    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 .

    https://support.zendesk.com/hc/en-us/community/posts/245418027/comments/360001472548

    Do you understand what i mean ?

     

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  • Jessie Schutz
    Zendesk team member

    Hi Benjamin!

    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?

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  • Benjamin BAUDOUIN

    Hi Jessie,

     

    I'll try to explain it step by step.

    on october 15TH, i used this method to add comment to negative votes.

    https://support.zendesk.com/hc/en-us/community/posts/245418027/comments/360001472548

    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" button when 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?

     

     

     

     

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  • Jessie Schutz
    Zendesk team member

    Hi Benjamin!

    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!

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  • Sorcha Millican-Nagle

    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?

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  • Nicole Saunders
    Zendesk Community Team

    Thanks for the feedback, Sorcha.

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  • Nicole Saunders
    Zendesk Community Team

    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

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  • Nicole Saunders
    Zendesk Community Team

    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.

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  • Nicole Saunders
    Zendesk Community Team

    Got it. :) 

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  • Jenny

    +1 echoing others' sentiments around having this feature built into the product. 

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  • Aswin Kannan

    This would be a super useful addition to the Guide.

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  • Josh Keller

    Thanks Chipper Digital for this slick code. Very much appreciated!

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  • Lisa Sedlak

    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?

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  • Lisa Sedlak

    Also, when I made this live, it does NOT show up for anonymous users. How can I make it show for them? Thanks! 

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  • Chipper Digital

    Unfortunately Lisa Sedlak 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.

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  • Lisa Sedlak

    Dang. Can't even code around that? That is frustrating to say the least. 

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  • Chipper Digital

    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.

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  • Lisa Sedlak

    Yes, there was a way to link it and treat it as a request (ticket) but what you did was so much prettier! 

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  • Raleigh Godwin

    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?

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  • Chipper Digital

    Raleigh Godwin 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!

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  • Alejandro Colon

    Nicole Saunders

    Could we get an official Zendesk response on this?

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