Request feedback after negative article vote
We have found a nice way of handling user feedback on negative votes - here it goes:
1. Add a new text field called "Originated Article"- note its ID (31107517 in my example).
2. Add a new form called "Article Feedback"- note its ID (155127 in my example).
3. Edit your theme,and the Article page HTML section add the following code after the article-vote-controls div (change the form ID, and the text to your liking):
Add the following corresponding CSS:
/* ---- negative followup ----------- */
.negative-followup__c {
display: none;
border: 1px;
border-color: #ccc;
border-style: solid;
padding: 10px;
margin: 18px 0px;
width: 50%;
text-align: center;
background: #ccc;
}
4. Add the following script to the same Article page tab,right in the beginning:
This will bind the "click" actions on the voting buttons and show/hide the negative-feedback section.
5. Add the following script tag to the New-Requests page,right at the top. change the field ID from step 1:
It will populate this field with the URL of the origin article, and hide it from the end user (you can omit the "hide" action so it will be visible to and editable by the user - up to you).
6. Publish all, and you are done.
Your users will see the originated article info on their request page.
One user's modifications
Zendesk note:These modifications were submitted by Morgan King.
I actually got it to work by adjusting the reference points. All I changed was the Article page. I wanted to do some different styling.
At the top of the Article page I added:
Then for my 'No' vote I put:
{{vote 'down' class='article-vote-down' selected_class='article-voted' role='button'}}
Then where I wanted the prompt to appear I put:
Also, I opted out of doing the case linking because it also did not seem to be working so I added the field to my support form to prompt people instead.
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Hi,
这将是伟大的为那些甲型肝炎有提示e no "multiple forms" feature.
Is that possible to put this as a comment, or send by email?
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Hi @Anton,
For those who have no "multiple forms" can simply redirect users to the new_request template by replacing
?ticket_form_id=155127
so that the new piece of code will look like -
Please tell us why?
Hope this helps.
Cheers
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How could I put a select (form) to submit the reason via AJAX as wee can see in the page below?
https://www.airbnb.com.br/help/article/913/can-i-change-a-reservation-as-a-guest
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1. Add a new text field called "Originated Article"- note its ID (31107517 in my example).
2. Add a new form called "Article Feedback"- note its ID (155127 in my example).
Can you specify settings for the Field and Form? Or do they not matter?
For example, I assume I make them editable for the end-user? Does 'Originated Article' need to be the title for agents AND end-users? Do I add the Originated Article field to the Article Feedback form?
Thanks! -
Step 4 was a little different in my help centre - "article-vote-controls" needed to be changed to "article-votes-controls" in the script.
Thanks for the easy to follow steps.
From a cut-and-paste coder :)
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@Emily Knox
I made my "Originated Article" editable by the end-user and added it to the form. It won't display due to the JavaScript -
$('.request_custom_fields_360000101915').hide();I don't think 'Originated Article' needs to be the title for agents and end-users as all references are to the field ID.
Hope this helps!
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Thanks for jumping in to help, Selena!
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Can someone who has done this tell me where the article comments end up? Do they come in as Zendesk tickets?
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Hey Emma, just to clarify, do you mean on article comments or feedback on negative voting?
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Sorry, I mean the feedback on the negative voting. Since this uses a ticket form to collect the feedback, do they come in as tickets?
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That is correct, you will see it as tickets. Let us know if any further questions!
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I am not able to get this to work. Do I paste the corresponding CSS on csstyle on the top?
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Hi Darren,
I believe the CSS can go anywhere in the style.css page so that shouldn't be the issue here. My knowledge is rather limited when it comes to custom code but did want to confirm whether or not you tried usingarticle-votes-controlsin your script instead ofarticle-vote-controlsas mentioned by Selena above.
I did some testing on my end in my own account and that appears to have worked for me.
Hope this helps!
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Hi Brett!
Realized there were two lines and not one line of article-vote-controls. But when I changed both lines to article-votes-controls, it works now. Appreciate the help!!
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Awesome to hear Darren :)
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Hi! I'm not sure what you mean by "Add a new text field" and "Add a new form". Where would I do this? Can someone provide guidance on this?
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Hi Nicolas,
You'd need to navigate to管理>管理>车票/机票表单字段from within the Support interface to create these fields/forms. More information in the following articles:
Adding custom fields to your tickets and support request forms
Hope this helps!
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Is there a way to hide this on the agent side for specific groups? They are successful in their processes at this time, and we are wanting to provide a negative article feedback form for continual improvement and adjustments based on article feedback.
Ideally, I would like to make this form visible to end users, and the responses go to a specific group (me/my team), and not add any noise or interruptions to the current well-functioning teams that have their processes well defined.
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Hey Jeremy,
Just to confirm, when a user submits negative feedback after an article vote, does this generate a ticket in your account? Does the subject or description have the same keywords that you could use with a trigger to automatically route these tickets to a group?
Let me know as I'd be happy to assist with setting up that trigger.
Thanks!
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@...
Thanks for following up. It does generate a ticket in our account, and I can use a trigger to automate the delivery to my team. The pitfall I am seeing is that our Support agents see the form as a dropdown selection when working tickets in Zendesk on the agent side, so it creates a layer of confusion or extra steps when they utilize or update with the form field values for tickets being worked.
I think we found a way around it in the meantime to make it easiest on our peers. Thanks!
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Appreciate the additional information Jeremy :)
Glad you were able to find a workaround!
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Hello everyone!
谢谢你Tal这一步一步的解释!
I managed to make it work by also changing a little thing in step 4 (I put false instead of true, which seems a little counter-intuitive, anyone would have an idea why I had to do this?)
if ($('.article-vote-controls>a[title="No"]').attr('aria-selected')=='false') {
Selena's advice of putting article-votes-controls instead of article-vote-controls was not working for me :s
Thank you!
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This is awesome and wish it was just a built in feature. I do have one little bug. I have to click NO twice before the pop up button shows up. Any idea what could cause this?
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Hey! Amazing workaround thanks!! This will help me a lot!
I have a question : Where the feedback generated with the workaround code for thenot usefulvotes will go? Are thy going to a special que?
I would like to implement this code but I need to be sure about the address of the feedback because I don't want to mess around with actual ticket system we are using. I guess is possible to customize the tickets using specific tags and redirect them to a specific que but we don't want receive these feedback in the general support que.
Also, If I used this code it's gonna reflect in all articles we have in our help center right?
Thank you!
Best,
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HiFreyja,
The feedback submitted creates a ticket; using this recipe, you're creating custom fields and a new form for users. You will want to add a trigger to route these tickets to the right queue. The address of the feedback would be the same default support email you use.
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Hi all
I thought it might be of interest that we have put togethera recipe for how you can prompt for feedback on downvotesusing theme customization inspired by this and other great user submitted solutions. Thanks!
I hope it helps and we are as always very keen to hear from you if you think it can be improved.
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Hi everyone
Does anyone know how I can create a trigger to email notify me when an article is down voted and when an article suggested by Answer Bot is marked not helpful?
Thank You
Pleasesign into leave a comment.
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