Currently we are using the "Was this article helpful?" with the "Yes" or "No" options and we tracking the results in Explore. We can see the total count of positive and negative responses. However, it does not provide us with any insights to why the article was not helpful, when "No" was selected. Is there a way to put up a survey or question to allow the user to input a response on why they selected "No"?
Article Helpful Feedback
Hello @michael68,
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
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It looks like we have a user tip that could help you set this sort of functionality up: Request feedback after negative article vote
I'd recommend starting there if you would like to gather feedback when a visitor marks an article as unhelpful.
I hope this points you in the right direction!