Setting Up and Collecting the Article Feedback

The feedback option helps you to receive feedback from the knowledge base readers. This feedback is utilized to improve the contents and provide a better readable and understandable solution for the problems.

Setting up feedback

The feedback option is disabled by default and you can enable it from the customer portal setting.

Check out this video tutorial to learn how to set up article feedback.

Follow the given steps to enable the feedback option:

1. Click Admin module > Settings > Customer Portal.
2. Click the Knowledge Base tab.
3. Choose the brand to which feedback is to be enabled.
4. Scroll down and click the Enable Satisfaction Section option.
   
   
   

Follow the given steps to configure the feedback option:

1. Choose the info message for the feedback.
2. Choose the feedback type from the provided options.
3. Rename the labels of the feedback type if necessary.
4. Add common use case message options from which the feedback can be categorized.
5. Add an appropriate message on successfully updating feedback for the article.
6. Click the Update option to save the changes.
   
   
   
   
   

Adding feedback

Follow the given steps to add feedback to an article:

1. Navigate to a published article that is visible in the self-service portal.

2. Scroll down to the Feedback section at the bottom of the article.
   
   

   
   
   

3. Choose your feedback:

Positive Feedback:

A success message appears, and the dialog box shown below is displayed, where users can optionally enter comments about what helped and click Submit to save the feedback.

Negative Feedback

Select an appropriate reason from the provided options. Add additional comments on how the article can be improved. If viewing anonymously, enter your email (mandatory). Then click Submit to save the feedback. A ticket is created in the respective brand (if configured during category setup).

Where to view the article feedback?

1. Go to Agent Portal > Knowledge Base.

2. From the list, choose the article for which you want to view feedback.

3. After selecting the article, click on the Feedback tab at the top of the article details page. Here, you can view:

   • All Feedback
   • Positive Feedback
   • Negative Feedback

   Each entry shows the user’s comments and timestamp.
   
   

   
   
   

Frequently Asked Questions (FAQ)

1. What is the purpose of the Article feedback option in BoldDesk?

The feedback option allows readers to share their opinions on knowledge base articles. This helps improve content quality and ensures articles are clear, accurate, and helpful.

2. Is the article feedback option enabled by default?

No. The feedback option is disabled by default. You need to enable it from Admin > Settings > Customer Portal > Knowledge Base.

3. Can I customize the article feedback messages and labels?

Yes. You can:

• Add an info message for the feedback section.
• Choose feedback types (e.g., Positive/Negative).
• Rename feedback labels.
• Add common use case messages for categorization.
• Customize the success message shown after feedback submission.

4. What happens when a user submits positive feedback for the article?

• A success message is displayed.
• Users can optionally add comments about what helped.
• Positive feedback is stored without creating a ticket.

5. What happens when a user submits negative feedback or an article?

• Users select a reason and add comments.
• Anonymous users must provide an email address.
• A ticket is automatically created in the respective brand (if configured during category setup).

6. Can KB feedback be submitted anonymously?

Yes, but anonymous users must provide an email address when submitting negative feedback.

7. Where can I view the feedback submitted for an article?

• Go to Agent Portal > Knowledge Base > Articles.
• Select the article.
• Click the Feedback tab to view all feedback, including positive and negative responses, along with timestamps.

8. Can I disable KB feedback after enabling it?

Yes. You can turn off the feedback option anytime from the Customer Portal settings under the Knowledge Base tab.

9. Does feedback affect article visibility or ranking?

No. Feedback is used internally for quality improvement and does not impact article visibility in the portal.