How are you determining why an article received a Down vote? (Please share you feedback)

@tom19 We use a hidden ticket form with some scripting to make this happen.

When a user clicks downvote, they'll see a little info text which solicits them to submit feedback:

If they click on that link, this hidden ticket form pops open in a new tab, where they can tell us what needs improvement (from a few predefined categories) and some details:

On the Submit Article Feedback ticket form, there's an additional bit of scripting that will capture the URL that referred the team member to that page (whatever the article was they clicked in from), and will populate that value into a hidden field that will be visible to agents.

I believe the generally-accepted method is to just use Communities and allow people to comment on articles, but we do not use that internally and do not have any plans to. This helps us control the experience a little bit more without having to use something 3rd-party.

Excellent.  Thank you Sam for your response.

Would you mind sharing how you did this?  Please note that I do not have a programmer on my team and I do not know how to script or use JSON.   If there is any way to set up a basic version that would just require the voter to add a comment with just Administrator configuration functions, that would be fantastic.

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.

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