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

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?

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

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.

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

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.

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

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?

@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!

@Nicole - Community Manager

Could we get an official Zendesk response on this?

Hi Alejandro - 

The product team has not provided any updates on this request. If and when it is something they choose to prioritize, a product manager will update the thread. 

Nicole - Community Manager

Thank you for responding.

Is it possible for you to add that as an official response?

Sometimes, it is hard to find a Zendesk response in all of the comments on a post. 

I don't feel that this meets the criteria for which we usually use the official response function. But to identify Zendesk responses, you just look for the little person icon on the avatar. 

We will be updating our badges in the community in the near future with the release of the Gather badging EAP, and that should give better visual cues to which responses are from Zendesk. 

Still amazes me that this hasn't been addressed yet. Such an integral part of Guide that without it, renders the downvotes practically useless.

I was thinking of adding some javascript where it would automatically create a ticket and populate it with some metadata such as the article link and add a tag (e.g. "article-comment") so they don't get combined with the other tickets. Thoughts?

This would be super helpful to our team. While 3rd-party implementations exist, a native workflow in Zendesk that could be modeled similar to flagging would be very useful. Something like User rates -> User comments -> Guide admin converts comment to ticket -> Article is updated based on feedback. We do not use Gather (intentionally) so converting public comments is not a viable solution.

DEFINITELY a NEED! 

Hello everyone, 

On our help centre, we have radio buttons with preset reasons that appear after users submit a negative vote. However, I am unable to find the number of votes for each reason in GA. We are currently tracking the votes as an event action. What do I have to do in GA to find the radio button votes? Are those meant to be tracked as additional event actions?

Thank you! 

Hi Zendesk team,

+1 to the need for this expanded article feedback feature.  With just the down vote data, we are left wondering why a page was not helpful to users.  We'd love to see a built-in option to collect feedback on unhelpful articles similar to what Slack and others have set up.

Is this item on the roadmap for the Zendesk product team?

Also commenting to request this feature. We need info on why users are downvoting articles. With the current Explore functionality, we can't even see total votes on articles or when votes are logged.

Hello team.

You often suggest to us Zendesk users that we should enhance our FAQ knowledge and make it self-resolving.

But don't you think that one of the reasons they are not accompanied by results is because something as important as this feature is not easily implemented?

Please understand this and take action to release the implementation of this feature as soon as possible.

Hey! This is actually what I need to improve our Help Center. 

I'm working on this kind of reports and datas and it will be very useful if we can know why an article has been voted as no useful. Crosslink data is possible but it requires too much time! I hope that this will be implemented soon! 

Hi all

I thought it might be of interest that we have put together a recipe for how you can prompt for feedback on downvotes using theme customization.

I hope it helps and we are as always very keen to hear from you if you think it can be improved.

+100. Also very much looking for this feature. Such a simple solution would make it SO MUCH EASIER to improve the self-service and improve longterm CSAT

Upvoting. Really need this feature. I've been looking for a solution for 3 years now.