Content Management: Receiving feedback on an article
Modified on: Thu, 19 Sep, 2019 at 5:31 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
Once you publish an article, your customers will be able to view the solution articles in your Knowledge Base to get answers to questions they have.
1. At the end of every article, the reader is given the option of providing feedback under the Did you find it helpful? section.
A Yes or a No vote amounts to a like or a dislike that is visible in the Article Analytics section.
Note: If you are on the Estate or Forest plan, you will be able to disable the 'Did you find it helpful?' section using Portal Customization. Copy the code given below and paste it under Admin > Portal > Customize portal > Stylesheet.
2. When a reader selects No, he/she is given an option to provide more feedback.
3a. Once feedback is provided, it gets converted into a ticket that your support team will be able to look into.
The author of the article will automatically be marked as a watcher on this ticket. The author can then come up with ideas for improving content.
3b. Feedback on the article is visible under the Analytics section in the specific Article View page.
3c. Feedback on all the articles would be visible in the Solutions Home page.
Did you find it helpful?
Can you please tell us how we can improve this article?