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Space for customers feedback on the article

  • January 9, 2023
  • 6 replies
  • 0 views
Vivian12

Hi guys,

I'll like to know if there is a possibility to create an area for the readers to express why the article was or not useful. 
Currently we have the satisfaction button at the end of the article:
But this button alone doesn't allow us to know the specifics to why the article wasn't enough to solve them problem/ questioning.

The purpose of this new area is that with the feedback we'll be able to review the article if needed, knowing exactly where we need to improve to make it clear for the readers and locating possible problems in the operation, in addition to being something that will only be available for access and consultation by agents, different from the comments section.

      6 replies

      Sorin11
      • Sorin11
      • January 9, 2023

      @vivian12 you can implement this by adding some html & javascript code in the article_page.hbs template of your help center theme.  

      Alternatively, the Help Center Analytics app provides this feedback snippet out of the box - no coding required. It also helps you to collect and store the feedback from customers so you can use it to improve your articles.

      More details about it here.​

       

        Vivian12
        • Vivian12
        • Author
        • January 9, 2023

        @sorin11 Oh didn't know about that thanks a lot!

        I'm gonna research more about this kind of html & javascript code possibility. Thanks again!

        Nicole17
        • Nicole17
        • January 11, 2023

        Thanks for jumping in and sharing those suggestions, Sorin!

        Edward13
        • Edward13
        • December 12, 2023

        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

        Vivian12
        • Vivian12
        • Author
        • December 12, 2023

        Hey @edward13 thank you so much. 


        I'm trying but it´s saying that i'm not authorized to access this page. Do you know why?

        Brett13
        • Brett13
        • Community Manager
        • December 12, 2023

        @vivian12 the post should now be available :). Let me know if you still can't see the link!

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